Assistant Director of Member and Guest Services at the Weinberg Park Heights JCC

Inspired by the work we do every day, the JCC is an organization centered by Jewish values and focused on creating meaningful experiences and opportunities to enrich, connect, and positively impact our community.

We pride ourselves on our inclusive and welcoming workplace and celebrate the diversity of our employees. 

We value all members of our team in a supportive environment in which everyone is treated with appreciation and respect and positioned to do their best work every day.

SUMMARY:

The Assistant Director of Member and Guest Services at the Weinberg Park Heights JCC plays a key role in cultivating relationships with prospects, members, and influential groups in the community to drive membership growth. This position is responsible for providing information and guidance to both prospective and existing members regarding JCC facilities and programs that align with their individual needs. This position must be responsive to both current and prospective members maintaining the highest level of customer service at the Weinberg Park Heights JCC.

Additionally, the Assistant Director of Member & Guest Services will assist and enroll prospective members in selecting the most appropriate membership category to support their goals. This role will also focus on delivering exceptional customer service to existing members by exceeding their expectations, addressing concerns and resolving problems, and enhancing their experience to foster long-term commitment to the JCC.

The Assistant Director of Member & Guest Services supervises the welcome desk and sales staff at Park Heights, ensuring efficient operations, exceptional service, and adherence to the membership department’s goals.

WHAT YOU WILL DO:

• Lead the Member & Guest Services PH team to meet monthly membership sales and retention goals.
• Engage in community outreach and cultivate relationships with prospective corporate and JCP members outside of the building to enhance partnerships and membership.
• Oversee all aspects of PH membership operations, including strategy, planning, staffing, and day-to-day management.
• In partnership with the OM Assistant Director, develop and implement best practices for operating procedures and customer service standards for the membership department. 
• Recruit, hire, train, supervise, develop, and evaluate all PH Member & Guest Services staff.
• Approve staff leave requests and manage staffing needs to assure adequate coverage. 
• Stay informed on all JCC Member & Guest Services policies and practices.
• Manage the PH membership department budget, paying particular attention to scheduling and payroll.
• Review, approve, and submit bi-weekly payroll in a timely manner.
• Assist with compiling and analyzing weekly and monthly reports to track membership trends and identify areas for improvement. 
• Provide leadership, support, and motivation for the PH member and guest services staff. 
• Partner with the senior director of membership and the assistant director for membership operations to develop and implement member engagement and retention strategies.
• Ensure departmental policies are communicated effectively and enforced. 
• Proactively communicate with the Senior Director of membership on all matters related to departmental operations,

 staffing, and membership.

• Address member and staff issues promptly, using effective customer service and leadership skills.
• Assure that all PH membership staff are exhibiting a professional demeanor and following the department’s uniform policy.
• Participate in JCC and community events as necessary or required.
• Provide information to prospective members in person, email, or by phone regarding JCC facilities and programs that best suit their individual needs. 
• Convert telephone inquiries into tour appointments, conduct tours, and provide trial memberships to prospective members with appropriate follow-up.
• Evaluate and continually enhance sales strategies and presentations to maximize membership growth and retention and to identify improvement areas.
• Keep up to date with JCC-related programs, policies and procedures.
• Constantly strive to enhance knowledge and sales skills, to improve measurable sales performance – including closing percentage rate, unit sales, and overall growth.
• Attend trainings and meetings as necessary and required.

COMPETENCIES

Professionalism

• Complete all responsibilities in a timely, efficient, and professional manner.
• Maintain a high degree of professionalism in attitude, appearance, and performance.

• Demonstrate excellent attendance and punctuality. 
• Uphold JCC policies and procedures in a tactful and positive manner with all members and employees.
• Cope well with stress and maintain productivity while under pressure.
• Display self-motivation and a strong work ethic.
• Demonstrate a commitment to the JCC mission, vision, and values.

Communication

• Facilitate collaborative problem solving within your team.
• Ensure the timely and accurate communication of pertinent information to all managers, staff, and members.
• Foster and maintain a fun, dynamic and welcoming environment for all.
• Display a friendly, cooperative, and respectful attitude with all co-workers, members, guests and prospective members.
• Maintain the highest level of confidentiality and always handle sensitive information with discretion. 

Initiative

• Take a proactive approach to the responsibilities of the role and contribute to the ongoing success of the department.
• Attend and encourage your department’s attendance at agency functions including but not limited to: staff gatherings, community events, applicable lectures and workshops, and member/guest parties.

WHO YOU ARE:

• Positive outlook and strong work ethic.
• Proven track record in sales, retention, and customer service within a membership driven organization or multi- purpose facility.
• Expertise in marketing and public relations.
• Excellent organizational, communication, and interpersonal skills.
• Demonstrated proficiency in Microsoft Outlook, Microsoft Word, and Microsoft Excel. Experience with Salesforce, Listen 360, and Ceridian Dayforce is a plus.
• Experience in hiring, training, and managing staff, including scheduling and payroll responsibilities.
• Knowledge of Jewish culture, values, and traditions, with an understanding and sensitivity of the observant community’s needs.

• Associate or bachelor’s degree in business, marketing, communication, or a related field, or equivalent experience in customer service required.
• Demonstrated ability to maintain the highest level of confidentiality.

PHYSICAL SKILLS AND WORK ENVIRONMENT

The physical demands listed below are representative of those required to successfully perform the essential functions of the role.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear
• Must be able to sit for extended periods of time
• Required to walk and reach with arms or hands
• Occasionally lift and/or move up to 10 pounds

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Generally a quiet work environment which may be louder during the summer months
• May occasionally be required to work outdoors in warmer or humid conditions

COMPENSATION AND BENEFITS:

Salary (or Salary Range): $48,000 - $52,000

Benefit & Perks: The JCC offers a comprehensive benefits package including generous time off, paid holidays, health, dental and vision insurance, 401(k) employer match, FSA/HSA options, life insurance, long term disability, complimentary membership to the Jewish Community Center, discounts on programs including preschool and summer camp, and wellbeing programming.

This job description is not intended to be all-inclusive, and incumbent will also perform other reasonably related business duties as assigned by supervisor or other management, as required. The JCC reserves the right to revise or change job duties as the needs arise. This job description does not constitute a written or implied contract of employment.

The Jewish Community Center of Greater Baltimore is proud to be an equal opportunity employer. In keeping with our Jewish values, we are dedicated to a policy of nondiscrimination in employment on the basis of race, religion, color, sex, sexual orientation, gender identity or expression, national origin, age, marital status, citizenship, veteran's status, physical or mental disability that does not prohibit the performance of essential job functions (with or without reasonable accommodation) or any other basis protected by federal, or applicable, state or local law. We welcome everyone interested in our mission to join us. If you require accommodations, please contact us and we will make every effort to meet your needs.