Under the direction of the Member Experience Director, the Front Desk Staff is responsible for creating a positive member/guest experience that will elevate the Y brand, promote member engagement, strengthen member retention and support programs. You are the face of our facility and will serve as the first point of contact for our member/guest.

1. Builds authentic relationships with YMCA members, participants, volunteers and staff.
2. Encourages YMCA membership purchases and usage by effectively promoting YMCA memberships and programs.
3. Works within the established record-keeping system and inputs member and program participant information and payments accurately.
4. Leverages all technology relevant to the membership sales process.
5. Understands and enforces YMCA policies and best practices.
6. Maintains knowledge of the YMCA’s facility and provides Cause-Driven Tours as needed.
7. Effectively fields customer and participant questions and complaints in an appropriate, timely, and productive manner.
8. Assists in the member retention process, promotional campaigns, and fundraising efforts.
9. Works within the cash handling policies for the position.
10. Responds to all emergencies as outlined in the YMCA’s Emergency Action Plan.
11. Attends scheduled Member Experience Team meetings and in-service trainings.
12. Maintains confidentiality of member and program participant records.
13. Ensures the safety and cleanliness of the lobby and reception area.
14. Other duties as assigned based on departmental needs.

• Minimum of High School diploma or the equivalent.
• Good verbal and written communication skills are essential.
• Most possess a clear understanding of the YMCA as an organization and how the YMCA relates to and serves the community.
• Ability to define and solve problems, establish facts, and draw conclusions.
• Demonstrated, relevant work experience.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Ability to complete multiple tasks concurrently.
• Will leverage all technology relevant to YMCA member experience.
• Ability to perform all physical aspects of the position, including walking, standing, bending, reaching, and lifting.

• Free Membership
• Discounted Programming
• Free CPR/AED/First Aid Training
• 8% Retirement for Vested Employees
• Paid Leave For All
• Opportunities for Training and Advancement
• Work That Makes a Lasting Difference