Job Description

CENTER OPERATIONS - MANAGER ON DUTY (MOD)
PURPOSE OF POSITION: This position supports the work of the Y, a leading nonprofit committed to strengthening community through youth development, healthy living and social responsibility. The part - time Manager on Duty is a vital part of the leadership team delivering the highest quality service to all members and guests through relationship building, professionalism, and an extensive knowledge of the YMCA products and services. The Manager of Duty serves as the liaison between the branch operations and the branch leadership when branch directors and coordinators are not in the building. Responds to member and guest needs, promotes memberships and programs, and maintains cleanliness and organization of the lobby area.

ESSENTIAL FUNCTIONS:

• Provide staff direction to enhance member services and ensure that all safety policies are administered (i.e. Lifeguards, Wellness, and Child Watch staff).
• Assist and direct welcome center at high volume times to manage flow of members, guests and participants contributing to member retention.
• Oversee cleanliness of building and provide direction of staffing to handle any emergency maintenance issues. Make hourly checks of the entire facility while on duty and take appropriate steps to ensure member satisfaction.
• Work alongside the Membership and Wellness Team to perform all duties assigned during shift.
• Interviews and/or tours prospective members; sells memberships; builds relationships; helps members connect with one another and to the YMCA.
• Ensure incidents are handled professionally, empathetically and that all Y policies and procedures are followed. Fill out all paperwork necessary and notify the Center Director if EMT’s are called.
• Effectively address member concerns and feedback. Provide appropriate response along with follow-up and communication to branch leadership staff - including End of Shift Communication Log with any unusual situations or unresolved issues.
• Follow all applicable YMCA of Memphis & the Mid-South procedures and policies.
• Maintain open lines of communication with the management team regarding their areas of the Y. Make phone calls as necessary for emergencies.
• Serve as primary contact for any rental group using the facility.
• Attend and participate in departmental meetings
• Assist with facility tours
• Serve as a YMCA representative at special events
• Attend designated YMCA trainings and certification courses
• Employees will accurately report work time via approved YMCA Clocking Method: Branch Kiosk, YMCA site phone, YMCA iPad, or timesheet.
• All other duties as assigned.

YMCA LEADERSHIP COMPETENCIES:

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.

Collaboration: Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.

Operational Effectiveness: Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES:

• Certifications required within 30 days of hire: CPR/AED, and First Aid.
• Excellent interpersonal and problem-solving skills.
• Ability to connect with people of diverse backgrounds.
• Previous customer service, sales, or related experience.
• Basic knowledge of computers..

WORK SCHEDULE: The part-time work schedule may vary per the Y’s hours of operation. Most Y’s are open 7 days a week: Mon. – Fri. 5:00 a.m. – 8:00 p.m. Sat. 8:00 a.m. – 6:00 p.m. Sun. 1:00 p.m. – 6:00 p.m.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• Sufficient strength, agility and mobility to perform essential functions
• Ability to perceive, identify and respond to signs of distress.
• Frequently required to stand for long periods of time, and kneel down or crouch.
• Employees may be exposed to loud music. Specific visual abilities include close, distant, peripheral, and depth.

The YMCA of Memphis & the Mid-South aims to provide quality and safe youth programs for all. We are committed to making a continuous effort to prevent the abuse of children: verbally, physically, emotionally and sexually. All allegations or suspicions of child abuse are taken seriously and will be reported to the State for investigation with full cooperation from the YMCA of Memphis & the Mid-South