OMAHA KROC CENTER -Member & Guest Services Operations Specialist

About the Mission

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Inspire people to discover their God given talents and develop their potential through artistic, educational, physical, and spiritual experiences in a Christ‑centered atmosphere.

The Member & Guest Services Operations Specialist coordinates 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. The position supports part‑time sales associates and ensures completion of tasks delegated by the Membership Services Management.

• Become a subject matter expert in the facility's operations system as it relates to daily Member Services operations, programming department requirements, and customer needs.
• Promote, establish, and reinforce a world‑class, welcoming, inclusive, and positive culture by providing an outstanding example of service excellence.
• Lead day‑to‑day Member Services staff and operations, ensuring consistent standards, hospitality, and sales and retention goals are achieved.
• Address escalated service situations including complaint resolution and other creative problem‑solving situations, communicating with MOD or membership management as appropriate.
• Display expertise and enthusiasm in membership sales and onboarding, including giving tours, communicating membership benefits, and connecting members to program opportunities through insightful recommendations.
• Maintain comprehensive knowledge of all areas of the Kroc Center and 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, issue guest passes; operate computer and software system for memberships and programs.
• Assist with analysis and reporting of membership types, utilization, and statistics to support process adjustments.
• Lead tracking, renewal, and maintenance of specialty memberships in collaboration with management, maintaining confidentiality and professionalism.
• Assist with new‑hire training on the sales floor, demonstrating membership sales best practices and CA functionality; collaborate with department heads for leadership.
• Participate in regular staff meetings, identifying needs, providing feedback, and developing training and improvement opportunities.
• Solve safety and security issues and act as the coordinator for emergencies; complete incident reports.
• Maintain cleanliness and organization of the Welcome Desk and common spaces, stocking brochures, forms, supplies, and merchandise; perform light maintenance.
• Perform any other assigned duties.

Shift supervisory responsibility for Member and Guest Services Associates.

2 to 5 years of related customer‑facing experience and some college in a related field preferred.

• Good communication skills (oral, written, interpersonal);
  English proficiency required;
  Spanish language skills preferred.
• Intermediate proficiency in Microsoft Word, Excel, PowerPoint, Access and ADP timekeeping and personal data systems.
• Exceptional flexibility and ability to work on multiple projects or tasks simultaneously.
• Administrative skills, including utilization of standard office equipment, data entry, and attention to detail.
• Attention to detail, creative problem‑solving, and conflict resolution skills.
• Demonstrated ability to handle confidential matters.
• Strong independent judgment.

Must pass all applicable background checks.

Must successfully complete Safe from Harm training as established by The Salvation Army.

• Good speaking, hearing, and vision.
• Excellent manual dexterity.
• Ability to stand, bend, and reach for extended periods; dexterity to operate equipment.
• Ability to lift and/or move more than 25 pounds occasionally.

The work environment is a community center with seasonally varying traffic and noise levels. Portions of the primary work facility may be humid (natatorium), while other locations (gymnasium) may be moderately loud.