Assistant Director, Member Services and Reservations

Assistant Director, Member Services and Reservations Duties & Responsibilities

Member Services and Reservations

• Direct management of departmental membership offerings and design, front desk operations, sales, and locker rentals.
• Oversight of all member follow-ups and departmental membership email for all patron questions, complaints, and refund requests.
• Direct oversight of all Member policy and Reservation policy violations. Assists Facility Operations team for collaboration on policy violations and member suspension procedures. Communication with guests and patrons in violation of procedures, in collaboration with Assistant Director of Facility Operations, is a necessity.
• Collaborates with Outreach and Marketing staff to increase awareness and visibility of memberships.
• Consistently develop and enhance department reservation and rental processes to maximize usage of all facilities. This includes scheduling and managing program area and other departmental requests for space allocation. Position is required to balance revenue generating goals with ensuring open recreation space is maintained and prioritized.
• Assistant Director oversees all facility reservation protocols, contracting, invoicing, and insurance compliance for users. Position will manage departmental facility calendar, facility schedule and tenant communication for closures and hour adjustments. Assistant Director sets parameters and communicates expectations for facility negotiation meetings.
• Responsible for program entry procedures and processes to ensure consistency for the end-user and posting timelines are upkept.
• Assists with Elite Team Sports memberships and player dues.

Staff Management

• Supervise, evaluate, develop, and support, full-time staff to oversee member services and reservations for Campus Recreation.
• Supervise part-time students and ancillary staff, acting as the direct supervisor in the absence of the Coordinator as position demands. Indirect staff management includes facility services staff such as Student Coordinators, Member Services staff, and Event staff.
• Management of staff schedules and/or scheduling protocols to ensure adequate coverage for patron and staff support including work from home approvals, holidays, and vacation coverage.
• Ensures consistency across all facility operations for staff supervision including hiring, training, scheduling, performance management, disciplinary processes, and payroll for benefited employees, student staff, and volunteer staff. Student staff will cover South Rec and North Rec facilities. The development and engagement of staff is an emphasis.

Software Management

• Assist in the management of recreation software, including troubleshooting, problem solving, program and reservation entry, and improving the end user experience.
• Liaise with campus units and outside vendors to manage third-party software programs (Key Watcher, Connect2, Sub It Up , etc.).

Fiscal Management

• Develop and manage budget shells for member services and reservations.
• Track and reconcile all expenses and revenue related to member services and reservations as needed per university policy and Department practices. Management of p-card documentation and moderation of p-card use.
• Point of contact for Business Office and Program Team for all questions regarding transaction management and reconciliation errors in Rec Trac.

Communication and Department Leadership

• Maintain and grow relationships with tenants and stakeholders. Serve on Department, Division, and/or University committees and work team as assigned.
• Perform other related duties as necessary and appropriate for the position as assigned by supervisor.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

Visa sponsorship is not available for this position.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 5 years of related work experience, including 2 years of managerial experience, or equivalent combination of education and work experience.

None specified.

Rate of Pay: $59,404 - $74,254.