Front Desk Service Lead - Front Line Team Member
Rochester Athletic Club
Position Title: Front Desk Service Lead
Department: Operations
Classification: Full Time Associate Approved By: Executive Team
Position Reports To: Operations Director
Positions Supervised: None
POSITION PURPOSE
The purpose of this position is to provide the highest level of customer service to our members and guests and to support the Front Desk Team to ensure they have the training and tools needed to be successful. This person must lead by example providing good customer service, working with and helping train associates about exceptional customer service. The Front Desk Lead will be responsible for successfully maintaining the overall secure daily operation, including weekly and monthly duties as required.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Manage the overall activity and efficiency of the RAC Front Desk:
a. Maintain supplies and manage inventory, handle POs when new supplies are necessary
b. Responsible for cash drawer reconciliation
c. Responsible for Front Desk items such as: Current Info Book, Reference Book, MOD Book, Extended Guest Passes, Application Box and member loaner card files
d. Look for new processes and suggestions to increase the efficiency and productivity of the RAC Front Desk
e. Must be able to enforce policies in a courteous manner
2. Assumes responsibility in leading all activities and employees at the RAC Front Desk:
a. Primary focal point for all things associated with the Front Desk and work closely with staff to ensure high-quality level of customer service.
b. Performs duties as required of all Front Desk staff as well as maintaining a strong leadership role.
c. Strong communication with Operations Director to ensure the most efficient, error free member experience possible.
d. Help supervise team members performing front desk duties as required, including: greeting members, answering the telephone, saying goodbye, and performing guest transactions.
e. Provides supervisory assistance to all Front Desk team members when dealing with escalated situations. Assist members and guests with issues and complaints, with empathy and a focus on member and guest satisfaction.
f. Review and file extended guest pass forms.
g. Assist with recruiting, selection, and training of Front Desk staff.
h. Other duties as assigned.
PERFORMANCE MEASUREMENTS
1. Expected to help maintain a cumulative score of 9.3 in Front Desk friendliness through our survey tool tracking system (Medallia)
2. Provide a “Member Experience First” for all members and guests
3. Feedback and satisfaction level from Front Desk associates
4. Ability to lead an efficient and well-run Front Desk Team
QUALIFICATIONS
Education/Certification: High School Graduate or equivalent
Required Knowledge: Knowledge of basic RAC Front Desk processes and expectations preferred
Experience Required: Two to three years of RAC experience preferred
Skills/Abilities: High level of customer service – especially on the phone
Strong leadership, interpersonal, communication and public relations skil
Excellent listening and comprehensive skills required
Solid analytical, creative, and problem-solving abilities
Project management and organizational skills
Able to work well independently and as a team
Able to assist, direct, and coordinate others
Excellent computer and typing skills are required
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Average Communication: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Physical Strength: Required to perform duties while standing behind the counter. Exerts up to 25 lbs. of force occasionally.
WORKING CONDITIONS
Indoor setting. No hazardous or significantly unpleasant conditions. Will use a computer frequently. The Front Desk Lead will work approximately 32 daytime hours a week with approximately 8 flex hours varying to include evenings, weekends, holidays and extended hours as business dictates.
