Front Desk Manager
This position represents the YMCA personally, professionally and in a manner in accordance with the mission and goals of the YMCA.
Branches: Lake Otis and East Pool
Status: Part time, Non-exempt
Date Prepared: 6/24/2025
Reports to: Membership Director Leadership Level: Team Leader Department: Membership
Shift: Flexible, full-time
Pay: $22 – $26 per hour
POSITION SUMMARY:
The YMCA of Alaska is here for all Alaskans — to empower youth, improve health, and strengthen the community. The Y serves a diverse population of Alaskans who learn, grow, and thrive through programs and services at our multiple branches. Community is the cornerstone of the Y. Together, we connect active, engaged Alaskans to build stronger communities.
The YMCA of Alaska is seeking a Membership Front Desk Manager who will oversee day-to-day activities of staff at the front desk and assist the Membership Director. Responsibilities include scheduling and training Membership Services Representatives, selling memberships according to the Y’s systems, and oversight of Membership programs and policies. The Manager, with the support of the Membership Services Representatives, if applicable, is responsible for efficient membership operation at the front desk.
ESSENTIAL FUNCTIONS:
Daily responsibilities:
- Set daily and long-term goals to achieve long-range goals.
- Personally follow up with prospects (non-join tours, guest pass users, health fair participants, outreach prospects, etc.), give tours, and process memberships and registrations in the Y’s Membership system.
- Observe staff interactions with members and provide coaching when needed.
- Hold membership staff accountable for handling inquiries by telephone and in person.
- Walk through the facility to spot-check for cleanliness, maintenance, scheduling, and signage.
- Engage members to obtain their feedback.
- Work continually towards self-development to stay current on customer service, sales, and “Leader” procedures & practices.
- Respond to member and guest inquiries and problem-solve via phone or in person using Listen First skills
- Meet all current training requirements for Membership staff.
- Ensure Membership Service Representatives comply with membership policies, engage with members and program participants, and provide quality service in person and by phone.
- Head trainer for new staff training and on-going training for current staff.
- Create, publish, and maintain front desk shifts schedule for membership staff.
- Flexibility to cover a variety of hours and shifts.
- Maintain an in-depth working knowledge of YMCA systems, standard operating procedures (SOP), and program updates.
- Act as Manager on Duty when scheduled.
- Flexible to assist where necessary.
Membership Director
Kristin Haines
YMCA COMPETENCIES (Leader):
Mission Advancement: Accepts and demonstrates the Ys values. Demonstrates a desire to serve others and fulfill community needs. Recruit volunteers and build effective, supportive working relationships with them. Supports fundraising.
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, clarify tasks, plans work and 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:
- High school diploma and or GED required
- Certifications required within 30 days of hire: CPR/AED, and First Aid.
- Excellent interpersonal and problem-solving skills.
- Ability to relate effectively to diverse groups of people from all community social and economic segments.
- Previous customer service, sales or related experience.
- Basic knowledge of computers.
WORK ENVIRONMENT & 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.
- The employee frequently is required to sit and reach and must be able to move around the work environment.
- The employee must occasionally lift and/or move up to 20 pounds.
- Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.
- The noise level in the work environment is usually moderate.