OMAHA KROC CENTER Lead Member & Guest Services Associate

The pay range for this position is $17.00 to $17.25 per hour.

The Salvation Army Omaha Kroc Center is seeking energetic and relationship-oriented individuals to be part of our team. The Kroc Center is a unique, privately owned community center that strives every day to enrich the lives of the people we serve - physically, spiritually, and educationally. Voted as a Best Christian Workplace by BCWI for two years in a row, you can be part of a passionate team who love to serve and support one another and our community. At the Kroc Center you will have the opportunity to use and develop your experience and skills in a fun and caring environment. If that sounds intriguing to you then read more about our needs and expectations - we can't wait to meet you!

The Salvation Army Mission: The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Ray and Joan Kroc Corps Community Center Purpose Statement

Inspire people to discover their God given talents and develop their potential through artistic, educational, physical, and spiritual experiences in a Christ-centered atmosphere.

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. This position will focus on providing guidance to part-time associates and helping to complete tasks delegated by the Membership Services Management. This position is responsible for running specialized reports and assisting with tracking of statistics, while executing the day-to-day operations and workflow of the Welcome Desk.

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.
• Addresses 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.
• Leads the tracking, renewing, and maintenance of multiple speciality memberships in collaboration with management, ensuring a high level of confidentiality and professionalism in all interactions.
• Assit 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.
• Must be well versed in Safety and Security measures and act as the coordinating point of contact in response to emergencies. Complete appropriate incident report forms as directed.
• 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.

Supervisory Responsibilities: Member & Guest Services Associates.

Education and/or Experience: 2 to 5 years' related experience in customer facing roles and some college in a related field preferred along with experience in a Hospitality & Sales.

Qualifications: The requirements listed below are representative of the minimal knowledge, skill, and/or ability required for this position.

• 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.
• Attention to detail, creative problem-solving, and conflict resolution skills.
• Demonstrated ability to handle confidential matters
• Strong independent judgement.

Other Qualifications: Must pass all applicable background checks.

Certificates, Licenses, Registrations: Must successfully complete Safe from Harm training as established by The Salvation Army.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical requirements 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.