Welcome Center Manager

Bear Levin Studer Family YMCA, at beautiful Pensacola, Florida is seeking an energetic, extroverted candidate to drive customer service.
Job Description

Under the supervision of the CEO, the Welcome Center Manager will provide excellent and best practice customer service to members, with a special focus on the onboarding process for staff to drive member satisfaction and retention.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions
  • Always approach all interactions with members, guests, and staff in a friendly and service-oriented manner by maintaining a positive demeanor and attitude.
  • Promotes a positive and caring work environment by addressing and resolving any conflict in a calm and poised manner.
  • Welcomes members and guests to foster loyalty through his/her friendly demeanor.
  • Oversees the operations functions of the Welcome Center (WC).
  • Holds regular briefings and meetings with staff.
  • Always remains readily accessible to members, guests, and staff.
  • Ensures full compliance to operating controls, SOP’s, policies, procedures, and service standards.
  • Handles complaints and oversees the service recovery procedures.
  • Ensures member satisfaction targets are met or exceeded.
  • Monitors member and guest check-ins.
  • Monitors and responds to member feedback through Listen360.
  • Hires evaluates and provides continuous training of staff to provide high-quality service to members and guests.
  • Ensures Welcome Center, lobby and work areas are clean, organized, friendly, and inviting.
  • Ensures staff is provided with uniforms, name tags, and upholds grooming standards.
  • Ensures staff have current knowledge of services, facilities, events, and pricing.
  • Has a good knowledge of all systems and standard operating procedures of Front and back office.
  • Schedules WC staff while balancing customer service with budget constraints. 
  • Schedules WCS and fills frontline membership shifts as needed.
  • Manages member information in CRM (Daxko).
  • Spends 80% of time interacting with members and staff at the Welcome Center to develop member relationships and listen for feedback for actionable items.
  • Works with Facility Managers to establish annual membership goals and budget.
  • Works with Development and Marketing to ensure website and social media are updated and accurately reflect current and future promotions, events, and classes.
  • Supervises the KidZone staff, working through a part-time coordinator who will handle scheduling, supplies, and daily operations.
  • Reviews and approves payroll for WCS on a bi-weekly basis.
  • Assists with branch and community events as needed.
  • Performs and verifies deposits and shift closeouts.
  • Other duties as assigned.


Cause-Driven Leadership Competencies

Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Supports fundraising and volunteer relationships.

Collaboration: Works effectively with a diverse group of people. Relates well to others. Remains calm in challenging situations. Listens for understanding. Speaks and writes effectively.

Operational Effectiveness: Makes sound judgments. Embraces new approaches and ideas to create a better member experience. Establishes goals, clarifies tasks, plans work, and actively participates in meetings. Follows budget policies and procedures. Strives to meet or exceed goals.

Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change. 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.