OMAHA KROC CENTER -Member & Guest Services Operations Specialist

Member & Guest Services Operations Specialist

The Member & Guest Services Operations Specialist is responsible for coordinating efficient day-to-day operations and workflow of the Welcome Desk promoting a positive and engaged environment reflecting the Kroc Center's customer service and sales objectives. This position will provide support to part-time sales associates and assure completion of tasks delegated by the Membership Services Management.

Essential Duties and Responsibilities:

• Become a subject matter expert 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.
• 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 membership management as appropriate.
• 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 of all areas of 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, issues guest passes. Operate computer and software system as it relates to memberships 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 specialty memberships in collaboration with management, ensuring a high level of confidentiality and professionalism in all interactions.
• Assist with new hire training on the sales floor by demonstrating best practices of membership sales and assisting them with CA functionality. Provides leadership in collaboration with department heads.
• Actively participates with staff in regular meetings, identifying needs, providing feedback, and developing opportunities for training and improvement.
• 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.
• Ensure the Welcome Desk and assigned common spaces are clean, orderly, and stocked with appropriate brochures, forms, supplies, and merchandise. Light maintenance is expected.
• All other duties as assigned.

Supervisory Responsibilities: Has shift supervisory responsibility of Member and 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.

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 ability to maintain effective working relationships. English proficiency required; Spanish language skills preferred.
• 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 a community center with seasonally varying 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.

The pay range for this position is $18.00 to $20.00 per hour.

All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission.

The Salvation Army is an equal opportunity employer. Candidates who are back-to-work, US Veterans, people with disabilities, people who have been impacted by the justice system, and/or people without a college degree are encouraged to apply.