Floor Manager

Summary The floor manager is responsible and accountable for member satisfaction and staff engagement. The manager will support department directors and managers in successful execution and organizing and delivering quality member services. The manager will serve as the role model for all staff in active listening, member onboarding, customer service and use of best practices to drive member retention. The position is an integral team player for the Bear Levin Studer Family YMCA. Assumes branch operational responsibilities while on duty. The manager will be a cause‑driven leader and champion the YMCA mission and initiatives. Responsibilities (Essential Duties and Responsibilities) Develops, executes, implements, and manages operating plans and procedures to increase member and staff retention and satisfaction. Executes strategies to ensure that members, staff and program participants connect with one another and with branch associates. Works closely with all directors and managers for coordination of onboarding system for staff and members across all departments. Conducts ongoing training and models best practices for all team members. Facilitates effective communication and provides leadership. Models relationship‑building skills in all interactions. Fosters a climate of proactive innovation by working closely with other directors and managers to ensure open communication, effective program delivery and customer satisfaction to members and participants. Performs other duties or special projects as assigned. Directly supervises all building staff. Ensures the safety and well‑being of staff and members. Able to respond to emergencies. Closes and/or opens the building. Supervisory Responsibilities Supervises a variety of employees and numerous program volunteers. Directly supervises all part‑time employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees; planning, assigning, following checklist protocols, and addressing complaints and resolving problems. Must continually be seen and patrol the grounds and facility and help all departments where needed. Competency To perform the job successfully, an individual should demonstrate the following competencies: Mission Advancement: Accepts and demonstrates the YS values. Demonstrates a desire to serve others and fulfill community needs. Builds effective, supportive working relationships with other staff and directors. Customer Service: Manages difficult or emotional member situations; responds promptly to member needs and always remains approachable; solicits member feedback to improve service; responds to requests for service and assistance. Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others. Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings. Staff Communication: Expected to regularly check email messages and communicate with directors and managers for pertinent information relating to the job. Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed. Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows procedures and reports all irregularities at the appropriate time. Strives to meet or exceed goals and deliver a high‑value experience for members. Quality: Looks for ways to improve and promote quality; applies feedback to improve performance. Motivation: Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence. Initiative: Volunteers readily; asks for and offers help when needed. Personal Growth: Pursues self‑development that enhances job performance. Demonstrates an openness to change and seeks opportunities in the change process. Accurately assesses personal feelings, strengths, and limitations and how they impact relationships. Attendance/Punctuality: Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Dependability: Takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan. Trust: Is able to have discernment and decide what to keep confidential and why. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience Five or more years of management experience or equivalent. Ability to learn software and become proficient in Daxko. Proficient in building operations. Excellent oral communication skills and a professional appearance. Disciplined. First aid/CPR/AED certifications required. Lifeguard Certified required. Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively in one‑on‑one and small group situations. Reasoning Ability Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Certificates, Licenses, Registrations Current CPR/AED certification required during employment. Physical Demands While performing the duties of this job, the employee is regularly required to stand for 6 hours; reach with hands and arms and talk or hear. The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds, and sometimes up to 45 pounds or more. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, adjust focus ability to hear noises and distress signals. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing 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 occasionally exposed to cool or humid conditions and outside weather conditions. The noise level in the work environment is usually moderate. The employee must be able to hear noises and distress signals. The employee must remain alert with no lapses of consciousness. #J-18808-Ljbffr