The YMCA of Metropolitan Detroit is a non-profit organization dedicated to strengthening the foundation of community through youth development, healthy living, and social responsibility. Imagine going to work knowing that what you do each day positively affects the lives of the people in your community. Working at the Y, you’ll discover more than just a job—you’ll enjoy a career with the chance to make a lasting difference in the lives of those around you.

POSITION SUMMARY:
Under direction from the Membership Experience Director, the Welcome Center Supervisor supports all aspects of a high-quality YMCA user experience. The Welcome Center Supervisor will train, manage and schedule for the Member Experience Team. The Welcome Center Supervisor is responsible for providing assistance to YMCA members, prospective members and guests at all times exhibiting excellent communication and customer service skills upholding the member experience standards. The Welcome Center Supervisor plays a vital role in ensuring a high level of communication between Member Experience Team, members of the Y, and lead staff. This position will serve as back-up to the Business Office Managers of other branches, as needed. 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:

• Provide exceptional customer service at all times to members and staff.
• Manage the interviewing, hiring, and training of Member Experience Team.
• Manage the Member Experience Team’s schedule and ensure adequate staffing at all times, with assistance from the Member Experience Director.
• Inform Member Experience Team of all program updates, changes, and/or cancellations.
• Ensure internal communications with members is adhered to (class cancelations, building hours, etc.).
• Work directly with the Membership Team to make sure all are providing the best experience for our members and potential members.
• Personally lead the member experience by working at the Welcome Center at least 30 hours/week.
• Assist with membership process as needed.
• Serve as back-up to the Business Office Manager and perform business office duties at other branches as needed.
• Serve as an MOD (4-hour shift) up to 3 times per week.
• Perform other duties as requested by the supervisor in the spirit of teamwork.
• Attend Business Operations Team meetings and all other association and branch leadership meetings as required.
• Attend branch leadership staff meetings and work with other leadership staff on branch special events, open houses and member-focused events.
• Conduct monthly meetings with Member Experience Team.
• Manage rentals including set up, clean up and staffing if needed.

YMCA COMPETENCIES (Leader):
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. 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. 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:

• A high school diploma, administrative and supervisory experience, and excellent communications skills required.
• Must have the ability to relate to a wide variety of individuals and have a can-do, proactive attitude with a willingness to help wherever needed.
• Must possess the ability to follow through on requests, meet deadlines, manage multiple priorities, and provide the highest level of customer service.
• Quality work balance with an ability to expedite projects efficiently is necessary.
• The applicant must also possess an ability to work calmly and effectively with difficult situations. Must have strong computer skills and an aptitude to learn new technology. Exceptional phone and interpersonal skills are necessary for success.
• Must be available to work early mornings, nights, weekends, and/or holidays with a minimum of one evening, one early morning, and one weekend per month.
• Must be able to understand and explain YMCA policies and procedures.

The YMCA of Metropolitan Detroit (“YMCA”) is an equal opportunity employer and seeks to be an inclusive and welcoming environment for all. The YMCA does not discriminate in recruitment, hiring or other terms or conditions of employment on the basis of race, color, gender, gender identity, sex, age, religion, national origin, genetic information, ethnicity, height, weight, marital status, sexual orientation, disability, military status or application or any other basis protected by state, federal or other applicable law.

The YMCA of Metropolitan Detroit is committed to ensuring the safety and well-being of children in our programs. We hold all staff, regardless of position, to the highest possible standards. We require all staff to be screened regularly and sign a code of conduct. All staff will be monitored when interacting with
program participants. We take any inappropriate interactions between program
participants and with staff very seriously and will fully cooperate with
authorities in any case of abuse.


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