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Member Services Manager

Company Name:
The Salvation Army Ray and Joan Kroc Corps Community Center
Member
services
manager
position
SUMMARY: The Member Services Manager will oversee Front Desk and Child Watch operations as well as Retail Sales areas and staff. This person sets the customer service tone for the Kroc Center ensuring the highest standard of service and the best possible experience is delivered on a consistent basis. The MSM will hire, train and schedule staff to work in all areas within the department as required. The Member Services Manager 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: BA in Hotel Management or Travel Industry Management or equivalent experience. Demonstrated management experience including morale development, productive team building and ability to handle confrontations. Demonstrated knowledge of current management principals and practices including supervisory skills, budgeting and scheduling. Experience in membership recruitment plan development and implementation. Must have documented Customer Service training experience. Must possess successful merchandising experience which includes material selection, inventory, pricing and meeting budgeted objectives. Must possess good Guest Relations skills. Must demonstrate excellent and written communication skills. Must have excellent
computer
skills; with working experience of Microsoft Office products. Have excellent interaction and phone skills. Interact professionally and work well with other employees, customers,
volunteers
, and donors while maintaining the standards of The Salvation Army. ESSENTIAL FUNCTIONS: Supervise all functions of front desk area, including membership sales and transactions, guest relations, and scholarship processing. Act as lead person for Customer Service Training for the entire organization, and set the tone for customer's first point of contact at The Salvation Army Ray and Joan Kroc Corps Community Center. Train staff in customer service, conflict resolution, Kroc programs and policies, and POS technology. Train staff and other department personnel to conduct personalized tours, including special groups and VIPs. Oversee the sales and enrollment of guests in programs, camps, lessons and ticketed
events
. Communicate adequate knowledge of programs to the front desk team. Cross-promotes (central booking location) all programs of the Kroc Center. Develop systems to implement background checks of members and day pass guests. Be the escalation point for customers/member service issues. This includes but is not limited to invoices, complaints and/or refunds, transactional complexities, and computer data problems or concerns. Lead retail sales effort. Oversee logo shop activities including marketing, inventory management, pricing, etc. to meet financial targets. Recommend and prepare membership focused policy proposals for consideration by the Director of Business. Communicate newly approved/adopted policies with all departments. Prepare written policy proposals as needed for use with members under the direction of the Director of Business. Supervise Child Watch program and staff including hiring, training and scheduling. Develop policies and procedures for the Child Watch areas consistent with TSA and government agencies. Ensures PTM policies and checks are strictly adhered to. Oversee maintenance of the membership database of records utilizing a complex computer program. Implement, evaluate and manage the membership and guest programs. Manage a system of forms, applications and reports so applications for membership and/or scholarships are processed efficiently and as promptly as possible. Meet with potential members and outline member benefits with the goal of securing new memberships. Provide opportunities for orientation of new members to ensure the value of membership is maximized. Will develop a new member benefits package in cooperation with the RJKCCC Sales and Marketing Management team and Business Director to be reviewed and updated on a regular basis. Interact, on a consistent basis, with members of RJKCCC to determine strengths and weaknesses of the membership and scholarship programs. Create, monitor and implement staff schedules to ensure the various areas of responsibility are adequately and efficiently staffed and that wait times are reasonable. Staff schedules to be generated on a weekly basis. Will provide regular statistical reports related to the members including recruitment/retention goals, scholarship needs, program trends and other reporting as required. Data will also include day pass trends and client statistics. Reconciliation of the POS system. Oversee the receipt and safe keeping of all cash from each program venue. Oversee preparation of invoices for funds due the Community Center from group use as requested. All handling of cash and accounting procedures must adhere to The Salvation Army's policies and procedures. Assists with customer feedback program and provides regular reports including service complaints, suggestions and recommendations for improvement. Maintain and foster ongoing, professional member and guest relations through staff. Review Front Desk Logbook daily to monitor all activities. Ensures staff daily communication with the facility team to address cleanliness and maintenance related issues. Ensure proper communication protocol is adhered to. Maintain confidentiality. Perform other assignments/duties as directed. MYK62683JR

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