The Guest Services Director oversees the internal control, compliance, expansion, and excellence of the Y’s membership services.
Job Description
Job Title: Guest Services Director
Department : Membership
Classification : Full-time, Exempt
Job Grade: 12
Reports to: VP of Community Engagement

POSITION SUMMARY

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Guest Services Director at the Eugene Family YMCA intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined while also overseeing the internal control, compliance, expansion, and excellence of the Y’s membership services.

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.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee must pay frequent, and precise, attention to pressing deadlines and details.
• The employee frequently is required to sit and reach, and must be able to move around the work environment.The employee must intermittently lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate.

Qualifications

MINIMUM QUALIFICATIONS

• Four-year degree in Business, Marketing, Communications, Hospitality Management or a related field; or equivalent number of years working as a leader in a hospitality or guest-services industry;
• At least 4.5 years of directly relevant customer service experience, supporting a complex organization with multiple revenue streams or funding sources
• At least two years of previous supervisory experience; including hiring, onboarding, evaluation, and schedulingPrevious experience managing the core financial functions of a department or division such as budgeting, forecasting, and expense coding
• Must possess a strong understanding of customer service and the ability to evaluate complex information resulting in actionable recommendations to senior leadership.

PREFERRED QUALIFICATIONS

• Previous YMCA leadership experience
• Conversational fluency in Spanish or another language

Essential Functions

• Oversees, monitors and is accountable for maximizing the Y’s engagement with our members; ensures engagement across all membership categories, discount groups and the entire membership life cycle
• Oversees, monitors and is accountable for advancing and achieving the Y’s membership financial goals
• Develops a vision and framework for the implementation, execution, and evaluation of YUSA’s leading membership practices
• Develops a vision and framework for tracking, analyzing, and responding to KPIs and metrics related to membership goals and outcomes
• Develops a vision and framework for advancing the Y’s utilization of core member engagement tools such as Daxko Engage
• Oversees, monitors and is accountable for incident responsiveness, investigation, completion, documentation and tracking at Y-owned facilities in areas of member stewardship
• Supervises Managers-on-Duty and a team of Membership Representatives that work at multiple locations
• Recruits, hires, supervises, trains & develops a team of Membership Department staffProvides clear and direct communication to staff, gives feedback and conducts performance evaluations and discussions, and follows-up on execution
• Leads monthly department staff meetings to ensure alignment, create awareness of Y programming and initiatives, and foster a culture of engagement and customer service on the team
• Help create organizational best practices and systems that remove barriers and foster equity and inclusion for all
• Handles and resolves concerns or questions in an empathetic and professional manner; informs supervisor of unusual situations or unresolved issues
• Participates in various standing committees and temporary task forces as needed
• Completes all required trainings as assigned by supervisor, by scheduled due date
• Must maintain a current, valid Oregon driver’s license, a DMV driving record that meets YMCA standards, and evidence of insurability throughout entire term of employment.

• Protects organization’s value by keeping information confidential always.Performs other duties as assigned

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.

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
• The employee must pay frequent, and precise, attention to pressing deadlines and details.
• The employee frequently is required to sit and reach, and must be able to move around the work environment.The employee must intermittently lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
• The noise level in the work environment is usually moderate

Essential Functions

• Oversees, monitors and is accountable for maximizing the Y’s engagement with our members; ensures engagement across all membership categories, discount groups and the entire membership life cycle
• Oversees, monitors and is accountable for advancing and achieving the Y’s membership financial goals
• Develops a vision and framework for the implementation, execution, and evaluation of YUSA’s leading membership practices
• Develops a vision and framework for tracking, analyzing, and responding to KPIs and metrics related to membership goals and outcomes
• Develops a vision and framework for advancing the Y’s utilization of core member engagement tools such as Daxko Engage
• Oversees, monitors and is accountable for incident responsiveness, investigation, completion, documentation and tracking at Y-owned facilities in areas of member stewardship
• Supervises Managers-on-Duty and a team of Membership Representatives that work at multiple locations
• Recruits, hires, supervises, trains & develops a team of Membership Department staffProvides clear and direct communication to staff, gives feedback and conducts performance evaluations and discussions, and follows-up on execution
• Leads monthly department staff meetings to ensure alignment, create awareness of Y programming and initiatives, and foster a culture of engagement and customer service on the team
• Help create organizational best practices and systems that remove barriers and foster equity and inclusion for all
• Handles and resolves concerns or questions in an empathetic and professional manner; informs supervisor of unusual situations or unresolved issues
• Participates in various standing committees and temporary task forces as needed
• Completes all required trainings as assigned by supervisor, by scheduled due date
• Must maintain a current, valid Oregon driver’s license, a DMV driving record that meets YMCA standards, and evidence of insurability throughout entire term of employment.
• Protects organization’s value by keeping information confidential always.Performs other duties as assigne