Manager on Duty - Nights & Weekends

POSITION SUMMARY:

The Manager on Duty (MOD) is responsible for ensuring the highest level of member satisfaction and customer service, safety and consistent business operations by assisting in the management of all customer and member services at the Front Desk/Welcome Center.  All general functions associated with the operation of the front desk, assist with scheduling, managing member complaints, assisting in strengthening branch communications with the front desk staff and helping to keep the facility clean and safe are elements of this position. This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility.

ESSENTIAL FUNCTIONS:

• Ensure branch check-in procedure is maintained (i.e. members scan their cards for entrance to the facility). 
• Review and follow through with the MOD check list.
• Must complete ‘walk-throughs’ during shift paying special attention to high-risk areas in the buildings (i.e. stair case, isolated locations, blind spots).
• Ensure all front desk staff provide exceptional customer service to members and guests through greeting, managing and addressing member concerns, answering phones, following and enforcing the membership sales and communication process
• Maintain working knowledge of membership and program offerings
• Maintain neat, organized work and common areas
• Maintain daily communication with Branch management and front desk staff.
• Attend all mandatory staff meetings and additional training required by YMCA of Metropolitan Detroit.
• Ensure implementation of new policies and procedures.
• Inform Business Office Manager of needed Courtesy Counter supplies (i.e. coffee supplies and courtesy counter supplies).
• Perform other duties, in the spirit of teamwork, as requested by leadership.
• Must be available to work flexible shifts, including week days, week nights and weekends.
• Wear staff uniform or business casual attire.

CRITICAL COMPETENCIES:

• Demonstrated ability to examine and make informed decisions based on information.
• Demonstrated superior interpersonal, written and oral communication and relationship building skills.
• 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.
• Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience.

YMCA COMPETENCIES:

• Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs.
• 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.
• 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.
• Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. 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:

• High school diploma or its equivalency required.
• Computer/ technology experience required.
• Must have prior customer service experience, the ability to concentrate in a busy atmosphere, adjust to erratic work load and handle multiple tasks. 
• Exceptional organization, supervisory and communication skills required. 
• Must be friendly, outgoing, accurate, neat, dependable, self-motivated and be able to understand and explain YMCA policies and procedures.  

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sufficient strength, agility and mobility to perform essential functions of position and to supervise activities.