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Form of workPOSITION SUMMARY: This position supports the work of the YMCA, a leading nonprofit committed to strengthening community through youth development, healthy living, and social responsibility. Under the direction of the Designated Director, the Manager on Duty will be responsible for supervising, monitoring, and providing direction, especially in emergency and conflict situations, for the entire branch and grounds, including parking lots. This person will have strong interpersonal skills and be able to relate to all age groups to prevent, minimize and resolve issues as well as promote a safe, friendly, and fun culture within the organization.
The Manager on Duty is responsible for but not limited to: customer centric values, membership growth, participant satisfaction, member and staff retention and safety, staff supervision, onboarding, training, and coaching. As a Manager on Duty at the YMCA, you lead an environment that is inviting and serves all.
ESSENTIAL FUNCTIONS:- Effectively communicate the mission, vision, and values of the Crossroads YMCA. Greet and assist all members, guests, and staff in a courteous and professional manner. Provide excellent customer service. Ensures that daily care of members is a key priority by providing supervision, leadership, support, and direction to team members and guests.
- Implement member service and engagement strategies that support the recruitment of new members and the retention of existing members in a welcoming environment.
- Conduct interviews and/or tours responsive to the needs of prospective members; sells memberships and programs.
- Build relationships with members; helps members connect with one another and the YMCA.
- Respond to all member and community inquiries and concerns in a timely manner. Informs supervisor/director of unusual situations or unresolved issues in a timely manner.
- Applies all YMCA policies and Code of Conduct behaviors while dealing with membership services.
- Diligently monitor facility for safety and service interventions; serve as first responder and follow specific emergency procedures.
- Collaborate with Y Leadership and staff to ensure excellence and consistency in security and prompt service through daily care of members, program participants and volunteers.
- Perform light housekeeping and maintenance as necessary.
- Responsible for strict adherence to all Y policies and procedures with particular attention on safety and professional conduct.
- Performs other duties as assigned.
- Minimum of 3 years of customer service experience.
- Previous management experience is required.
- Excellent interpersonal, communication, and problem-solving skills.
- Ability to relate and communicate effectively to diverse groups of people from all social and economic segments of the community.
- Complete New Employee Orientation, MOD Orientation Training, and CPR/AED/First Aid/Oxygen certification within 30 days of hire.
The National YMCA Mission:
To put Christian principles into practice through programs that build healthy spirit, mind, and body for all.
Mission Advancement: Models and teaches the Ys values. Ensures a high level of service with a commitment to changing lives. Provides volunteers with orientation, training, development, and recognition. Cultivates relationships to support fund-raising.
Collaboration: Champions inclusion activities, strategies, and initiatives. Builds relationships to create small communities. Empathetically listens and communicates for understanding when negotiating and dealing with conflict. Effectively tailors communications to the appropriate audience. Provides staff with feedback, coaching, guidance and support.
Operational Effectiveness: Provides others with frameworks for making decisions. Conducts prototypes to support the launching of programs and activities. Develops plans and manages best practices through engagement of team. Effectively creates and manages budgets. Holds staff accountable for high-quality results using a formal process to measure progress.
Personal Growth: Shares new insights. Facilitates change/ models adaptability and an awareness of the impact of change. Utilizes non-threatening methods to address sensitive issues and inappropriate behavior or performance. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
WORK ENVIRONMENT & PHYSICAL DEMANDS:- Visual, auditory, and verbal ability to communicate effectively.
- Must dress in business casual.
- Must have a high level of alertness, concentration, and initiative.
- Sufficient strength, agility, and mobility to perform job responsibilities.
- Ability to lift 50 lbs. and stand, walk, or sit for extended periods of time; occasionally stoop/bend.
- Maintain a neat and professional appearance at all times.
