OMAHA KROC CENTER Lead Member & Guest Services Associate

Promotions and Benefits

• $17.00 to $17.25 per hour

Job Summary/Primary Purpose

The Lead Member & Guest Services Associate is responsible for supporting the daily functions of the Member Services Department and for promoting an environment where exceptional customer service experiences and member retention efforts thrive.

Essential Duties And Responsibilities

• Promotes, establishes, and reinforces a world-class, welcoming, inclusive, and positive culture by providing an outstanding example of service excellence to others.
• Confidently and energetically leads day-to-day Member Services staff and operations, ensuring consistent standards are maintained, hospitality thrives, and sales and retention goals are achieved.
• Addreses escalated service situations including complaint resolution and other situations that require creative problem solving, to include communication with MOD or management when Department heads aren’t available.
• Displays expertise and enthusiasm in execution of membership sales and onboarding, which includes giving tours, communicating membership benefits, and connecting members to program opportunities through insightful recommendations.
• Must be a subject-matter expert on the Kroc Center and positively manage front-end communications to staff and members regarding programming and policy. Ensure revenues are handled according to policies and procedures. Collect membership fees, sell day passes, gift cards, issue guest passes. Operate computer and software system as it relates to membership and programs.
• Assist with analysis and reporting of all membership types, utilization, and statistics to help make recommendations for process adjustments where appropriate.
• Lead the tracking, renewing, and maintenance of multiple speciality memberships in collaboration with management, ensuring a high level of confidentiality and professionalism in all interactions.
• Assist with new hire training on the sales floor by demonstrating best practices of membership sales and assisting staff with CA functionality.
• Actively participate with staff in regular in-service meetings, identifying needs, providing feedback, and recognizing areas of opportunity for additional training and development.
• Become proficient in the use of and training of the facility’s operations system as it pertains to the daily Member Services operations, programming department requirements, and customer needs.
• Ensure the Welcome Desk and assigned common spaces are clean, orderly, and stocked with appropriate brochures and forms. Light maintenance is expected.
• All other duties as assigned.
• Supervises Member & Guest Services Associates.

Qualifications

• Good communication skills (oral, written, and interpersonal) and comfortable to speak before groups of customers or employees of organization.
• English proficiency required; Spanish language skills helpful.
• Intermediate skills in Microsoft Word, Excel, PowerPoint and Access and accessing timekeeping, and personal data via ADP.
• Exceptional flexibility and ability to work on multiple projects or tasks simultaneously.
• Administrative skills to include utilization of standard office equipment, data entry, and attention to details.
• Demonstrated ability to handle confidential matters.
• Strong independent judgement.

Physical Requirements

• Physical demands include good speaking, hearing and vision.
• Excellent manual dexterity.
• Ability to stand, bend and reach for extended periods of time.
• Dexterity of hands and fingers to operate equipment.
• This position will require the ability to lift and/or move more than 25 pounds occasionally.

Working Conditions

• The work environment is in a community center setting with light to moderate traffic and noise levels.
• In addition, portions of the primary work facility may be considered humid (natatorium) while other locations (gymnasium) may be considered moderately loud in nature.