Manager on Duty

GLENDALE YMCA JOB DESCRIPTION Job Title: Manager on Duty (MOD) Supervisor: Director of Operations / Executive Leadership Status: Full-Time or Part-Time Hourly, as assigned General Function: Under the direct supervision of the designated supervisor and consistent with the mission of the YMCA, the Manager on Duty (MOD) is responsible for overseeing daily facility operations, staff accountability, member engagement, safety, security, and service delivery during assigned shifts. The Manager on Duty serves as the primary on-site leadership representative, ensuring that the facility operates efficiently, staff members follow established policies and procedures, and members, tenants, guests, and program participants receive exceptional customer service. The Manager on Duty is responsible for monitoring facility conditions, addressing operational concerns, responding to incidents, supporting department operations, and communicating important updates to the appropriate leadership team. Know-How: High school diploma or equivalent required. Three to five years of experience in customer service, facility operations, or staff supervision preferred. Previous leadership or supervisory experience preferred. Knowledge of computers, standard software, membership systems, and other office equipment necessary for daily operations. Current First Aid and CPR/AED certifications as required for assigned responsibilities. Knowledge of YMCA policies, emergency procedures, safety protocols, and facility operations. Must demonstrate strong organizational, communication, leadership, and problem-solving skills. Must be attentive to detail and able to meet deadlines while managing multiple responsibilities. Must be able to make sound decisions within the scope of assigned authority and recognize when issues require escalation. Must be able to work independently with minimal supervision while maintaining a positive and professional attitude. Ability to work effectively with staff, members, guests, tenants, volunteers, and leadership. Ability to handle difficult situations and resolve conflicts professionally. Must demonstrate initiative, accountability, reliability, and sound judgment. Ability to represent the YMCA in a mature, respectful, and professional manner. Ability to work flexible hours, including evenings and weekends, as assigned. Physical Requirement: Sight, hearing, and speaking. Standing, walking, stooping, kneeling, squatting, climbing, and sitting. Ability to move throughout the facility and conduct regular walkthroughs. Ability to lift and carry equipment or supplies as required by assigned duties and applicable safety guidelines. Ability to respond promptly to facility emergencies and safety concerns. Principle Activities: Overall: Oversee daily facility operations during assigned shifts to ensure a safe, welcoming, clean, and professional environment. Serve as the primary on-site point of contact for operational concerns, staff questions, member complaints, and facility issues. Ensure established YMCA policies, procedures, and facility rules are followed consistently. Conduct regular facility walkthroughs to monitor cleanliness, maintenance, safety, security, and overall facility conditions. Ensure front desk areas, common spaces, locker rooms, fitness areas, studios, gymnasium, and other applicable areas are maintained appropriately. Monitor facility access and ensure entry procedures are followed. Address operational concerns promptly and communicate unresolved issues to the appropriate department director or supervisor. Exercise sound judgment when handling exceptions and ensure that decisions remain within established policies and delegated authority. Maintain professional relationships with members, tenants, guests, employees, and community partners. Support membership services by helping resolve member concerns and directing inquiries to the appropriate department. Ensure facility equipment, supplies, and work areas are maintained appropriately and report maintenance needs promptly. Monitor staff coverage and assist with coordinating coverage when unexpected absences or operational needs arise. Ensure opening, shift-change, and closing procedures are completed according to established YMCA protocols. Maintain accurate documentation of incidents, facility concerns, staffing issues, and other operational matters. Communicate important updates and unresolved concerns to the incoming Manager on Duty or designated supervisor. Attend required staff meetings, trainings, and operational briefings. Continue personal development, leadership growth, and education. Uphold YMCA policies for safety, supervision, mandated reporting, child abuse prevention, and risk management. Demonstrate the Six Pillars of Character: Trustworthiness, Citizenship, Respect, Responsibility, Caring, and Fairness, as well as the YMCA Core Values of Caring, Honesty, Respect, and Responsibility. Demonstrate competencies in mission advancement, collaboration, operational effectiveness, and personal growth. Perform all other duties and activities as assigned by the supervisor. Staff Supervision and Accountability: Provide direction, guidance, and support to staff members during assigned shifts. Verify that employees report to work on time, are prepared for their assignments, and follow established dress code and conduct expectations. Monitor staff performance, professionalism, and completion of assigned responsibilities. Ensure appropriate staffing coverage and compliance with applicable staffing and supervision requirements. Address routine staff concerns professionally and document performance or conduct issues when appropriate. Notify the appropriate supervisor of significant employee performance concerns, staffing shortages, or policy violations. Support the training and orientation of new employees regarding facility procedures, customer service expectations, safety, and operational standards. Promote teamwork, accountability, respectful communication, and a positive work environment. Ensure staff members understand their assigned duties and know how to report emergencies and incidents. Facility Safety and Emergency Procedures: Maintain awareness of facility conditions and promptly address potential safety hazards. Ensure emergency exits, access routes, and designated emergency equipment remain accessible. Follow established emergency action plans and ensure appropriate emergency notifications are made. Contact emergency services when necessary and notify designated leadership. Complete incident reports accurately and submit them according to established procedures. Ensure suspected child abuse, neglect, or other safeguarding concerns are reported promptly in accordance with applicable law and YMCA policy. Protect confidential information and respect the privacy of members, employees, and program participants. Conduct security walkthroughs, including locker room checks, according to YMCA procedures and privacy requirements. Report unauthorized access, suspicious activity, lost children, equipment hazards, and security concerns immediately. Ensure that only qualified and authorized personnel perform specialized duties, including lifeguarding and emergency medical responsibilities. Member, Tenant, and Guest Relations: Provide prompt, courteous, and professional service to members, tenants, guests, and visitors. Respond to complaints, questions, and concerns in a calm, respectful, and timely manner. Resolve routine issues within the authority of the position and elevate sensitive or unresolved matters to the appropriate supervisor. Maintain a welcoming atmosphere that reflects the YMCA's mission and core values. Support membership engagement, retention, and overall member satisfaction. Communicate facility rules and policies consistently and respectfully. Promote positive relationships among members, staff, tenants, and program participants. Communication and Reporting: Maintain effective communication with department directors, supervisors, and staff. Provide timely updates regarding incidents, maintenance issues, staffing concerns, member complaints, and operational needs. Complete required incident reports, shift logs, and other documentation accurately. Ensure unresolved issues are communicated to the appropriate person before the end of the shift whenever possible. Follow the established chain of command for reporting operational concerns. Maintain confidentiality when handling employee, member, and organizational information. Effect on End Result: The effectiveness of the incumbent can be measured by: Safe, efficient, and consistent daily facility operations. Quality of member, tenant, guest, and employee service. Consistent enforcement of YMCA policies and procedures. Timely identification and resolution of operational concerns. Staff accountability, performance, teamwork, and professionalism. Appropriate staffing coverage and completion of assigned duties. Accuracy and timeliness of incident reports, shift logs, and operational documentation. Cleanliness, organization, maintenance, and security of the facility. Effective emergency response and compliance with safety and risk management requirements. Prompt and professional communication with leadership and staff. Positive member experiences and improved member satisfaction. Strong relationships among members, tenants, staff, and leadership. Positive attitude, initiative, reliability, and sound decision-making. Effective support of the YMCA's mission and overall organizational goals. YMCA LEADERSHIP COMPETENCIES The Y's Leadership Competency Model is comprised of leadership competencies organized around four disciplines of cause-driven leadership: Mission Advancement – Advancing the Y's promise to strengthen community. Competencies include Values, Community, Volunteerism, and Philanthropy. Collaboration – Working with, understanding, and developing others. Competencies include Inclusion, Relationships, Influence, Communication, and Developing Others. Operational Effectiveness – Ensuring relevance, effectiveness, and sustainability. Competencies include Decision Making, Innovation, Project Management, Finance, and Quality Results. Personal Growth – Developing continually to adapt to new challenges. Competencies include Self Development, Change Capacity, Emotional Maturity, and Functional Expertise. While all competencies are significant, the following are critical to success in this position: Values Communication Decision-Making Emotional Maturity ACKNOWLEDGEMENT This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct, and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty. The employment of all employees is at-will. This means that either the employee or the YMCA may terminate the employment relationship at any time, for any reason, with or without notice or advance notice. This policy of at-will employment may only be changed by an express written agreement signed by the CEO. I understand that as a representative of the YMCA, I will be expected to model the highest standards of behavior and performance in my position. In that regard, I understand and agree that I will comply with all policies and procedures applicable to me and/or to my job position, including, but not limited to, the Employee Handbook. Employee Name (Printed): __________________________________ Employee Signature: ______________________________________ Date: ______________________ Supervisor Signature: _____________________________________ Date: ______________________ #J-18808-Ljbffr