Front Desk Lead (PT) ($18 - $18.50 hourly

Front Desk Lead

The Front Desk Lead is responsible for providing exceptional customer service experience and for the safe and secure day-to-day operations of Kroc Center Hawaii. The Front Desk Lead will be responsible for membership sales and/or verifying membership through a Point of Sales (POS) system, providing information and answering questions about available programs and retention and appreciation of all guests. This position assumes a leadership role for the Front Desk and takes on supervisory responsibilities in the absence of the Member Services Manager and/or Member Services Coordinator.

The Front Desk Lead will have a deep commitment to the mission of The Salvation Army, which will be evident in his or her professional life and the manner in which he or she represents The Salvation Army Ray and Joan Kroc Corps Community Center in the community.

Required

Education and Experience:

1. High School Diploma or GED equivalency required.
2. Front Desk experience at a Kroc Center or two years' experience as a cashier and/or in customer service.
3. Candidate must be computer literate with proficient typing skills and the ability to use new software programs with basic training.
4. Candidate must have excellent telephone skills with the ability to maintain a non-judgmental attitude in working with guests, members, and staff. 5. Any equivalent combination of training and experience which provides the required knowledge, skills, and abilities will be accepted.

Preferred

Education and Experience:

1. Experience with a Point of Sales (POS) system preferred.
2. Experience in membership recruitment preferred.
3. Supervisory experience preferred.

Essential Functions:

1. Greet members and guests as they enter Kroc Center Hawaii and ensure that members and guests feel welcome and have a positive experience. For example, smile, make eye contact, use member's or guest's name whenever possible, ensure that questions are answered.
2. Candidate will conduct informative tours of the Kroc Center Hawaii. Provides membership information to interested parties and explains the benefits of membership to all guests and visitors.
3. Processes membership applications and day passes for guests and members according to established procedures.
4. Receive payment by cash, check, credit card or debit card. Compute and record totals of transactions; issue receipts, refunds, credits or change due to guest or members utilizing the Point of Sale (POS) kiosk system. Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
5. Monitor and verify access of members and guests into the appropriate areas; ensure that there is no misuse or abuse of identification cards.
6. Provides prompt, professional and courteous customer service by knowing current program and activity offerings and helps guests and members have their inquiries effectively addressed.
7. Promote/sell programs and special events, making insightful recommendations that reflect the needs/interests of members and guests. Promote membership, day passes and retail items utilizing the POS kiosk system.
8. Receive and answer incoming telephone calls, visitors and emails in a friendly and businesslike manner; direct calls/inquiries to appropriate program/staff in a timely manner. Communicate with members, guests, co-workers and the general public using appropriate verbal and written language skills.
9. Maintains the orderliness and cleanliness of the membership lobby, front desk, and makes sure public areas are safe, clean and neatly arranged at all times. 10. Position will be responsible for all opening and closing duties and securing the POS area at the end of shift. 11. Handle and resolve member's and guests' complaints, by obtaining and evaluating all relevant data to handle complaints and inquiries.

Follow up with members and guests to ensure high-level satisfaction and determine future requirements. Notify Member Services Manager or Coordinator of all issues and refer guest or member to them if further action is needed. 12. Notify the appropriate department, staff or manager to resolve issue, or by handling simple issues personally. 13. Assist Member Services Manager and Coordinator in maintaining a membership database of records utilizing a complex computer program, ensuring confidentiality of all data.

14. Provide administrative support to include filing, data entry and mailing. 15. Provide back-up support for Child Watch. 16. Assist in maintaining membership files and inputting confidential membership information into the Recreation Management Software (RMS). 17. Supervise Front Desk Attendants when Member Services Manager and Coordinator are not available. 18. Assist Member Services Manager and Coordinator in training all new Front Desk Staff.

19. Assist Member Services Manager and Coordinator in performing internal audits on membership files to ensure processing of all forms was done properly. 20. Adhere to The…