Grand Rapids Kroc Center - Membership Department Supervisor

Position: Membership Department Supervisor FLSA: Non-Exempt

Reports To: Membership Director Pay Grade: TBD

Grand Rapids Kroc Center Purpose Statement: Sharing the love of Jesus Christ by providing life-changing experiences.

Position Summary: The Membership Department Supervisor has a front-facing role that provides oversight of welcome desk personnel; Building Leads and daily operations. Responsibilities include implementing and adhering to cash control procedures, ensuring excellent customer relations, facilitating clear welcome desk communication, scheduling, and overseeing Building Leads. This position also serves as Manager on Duty during weekday afternoons and will provide welcome desk coverage as needed.

Essential Responsibilities:

• Working a regular schedule of approximately 20 hours a week at the welcome desk in addition to scheduling and managerial duties.
• Supervise Welcome Desk Leads and Attendants.
• Recruit, hire, train, evaluate, schedule, and supervise Welcome Desk Leads and Attendants, assuring sales and customer service goals.
• Initiate disciplinary action by presenting oral and written warnings to the Membership Director prior to meeting with employees.
• Recruit, hire, evaluate, and schedule Building Leads.
• Oversee Building Leads, ensuring proper staffing for opening and closing the facility.
• Create and maintain the Building Lead schedule to ensure consistent coverage.
• Train Building Leads in customer service best practices to ensure high-quality guest interactions.
• Provide ongoing support and guidance to Building Leads to ensure smooth facility operations.
• Supervise daily operations of the welcome desk.
• Ensure all Kroc Center cash handling procedures are followed.
• Review opening and closing shift drawers and balance daily income sales with the Accounts Payable Specialist.
• Provide oversight of all POS transactions to ensure they are completed according to standard operating procedures.
• Manage customer retention issues and membership account accuracy within Membership software.
• Schedule Kiosk and POS updates in cooperation with THQ.
• Ensure clear consistent communication between the welcome desk and guest.
• Manage and find resolutions for customer complaints.
• Create and maintain membership and welcome desk best practices.
• Ensure that the welcome desk provides radical hospitality to guests.
• Maintain and enforce welcome desk and facility guidelines to patrons.
• Assumes a manager-on-duty role garnering the respect of staff, members, and guests.
• Ensure the safety of the members, guests, and staff at all times. Report any issues to the General Manager.
• Observe, assess, and act on situations to provide outstanding customer service and to ensure policies and procedures are being adhered to.
• Must be knowledgeable of all emergency codes and procedures and implement/orchestrate these procedures as needed.
• Have a basic working knowledge of all departments.
• Ability to troubleshoot employee and facility issues and concerns.
• Assist with POS transactions, cash handling as needed.
• Assist with guest relations when needed i.e., welcome desk, fitness desk check in etc. to ensure timely guest service.
• Engage and connect with staff and guests, taking the opportunity to be an example for the staff.
• Be the primary point of contact for sensitive situations including incidents/accidents, if a guest is disgruntled or would like to lodge a complaint.
• Maintain progressive knowledge of the activities, programs and marketing promotions occurring in the Center to ensure execution is seamless and guest/member expectations are met.
• Assist with the closing procedures related to the kiosks, departments and facility as needed signing off on departmental checklists ensuring they are accurate and complete.
• Notate observations/incidents/concerns on the MOD Report and provide recommendations.
• Review, correct, and update incident reports before submitting them to the General Manager
• Secure the POS area at the open and close of each shift.

Additional Responsibilities:

Qualifications:

Education/Experience:

• Associate degree in related field of administration or business preferred or equivalent combination of education and experience.
• Minimum of three years prior experience supervising and managing staff preferred.

Skills, Knowledge & Abilities:

• Experience with cash handling involving Kiosk use, P.O.S and credit card transactions required
• Be able to read, write and communicate in English with the preferred ability to also communicate in Spanish

Computer Skills

• Proficient in Microsoft Office 365
• Working knowledge of TEAMS and SharePoint
• Register sales. Computer database application experience is helpful.
• Ability to use new software programs with basic training.

Certificates and Licenses:

• Have CPR/AED/First Aid certification, or obtain within 45 days
• Complete Safe from Harm Training within the first 30 days of employment, and keep current as needed