Under the direction of the Guest Services Director, the Guest Services Director Assistant plays a key role in creating a welcoming, positive, and efficient experience for all guests. This position is responsible for supporting front desk operations, assisting guests with check-in and check-out, responding to inquiries, coordinating with various departments, and helping ensure smooth daily operations. The Guest Services Director Assistant serves as an ambassador of the YMCA mission by providing exceptional service and cultivating a warm, professional environment for all members and visitors.
· High school diploma or equivalent required; Associate degree in Hospitality, Business, or related field required.
· Prior customer service, hospitality, or front desk experience strongly required at least 1-3 years.
· Professional demeanor with the ability to interact positively with guests, staff, and vendors.
· Strong computer skills; ability to learn hospitality and booking software (KX experience a plus).
· Excellent communication and interpersonal skills, both written and verbal.
· Organized, dependable, and able to multitask in a fast-paced environment.
· Ability to remain calm and solution-oriented during guest concerns or high-volume periods.
· Maintain confidentiality regarding guest information and sensitive operational matters.
· Flexibility and willingness to assist in various departments as needed.
· Must have a valid driver’s license.
· Position would require weekends, evenings, holidays, and occasional overnight shifts based on business needs.
· Greet guests warmly upon arrival and provide a welcoming first impression.
· Complete guest check-ins, check-outs, and reservations accurately in the KX hospitality system.
· Respond promptly to guest inquiries in person, by phone, and by email, ensuring accurate information.
· Coordinate with Housekeeping, Maintenance, Sales, and other departments to accommodate guest needs.
· Maintain knowledge of scheduled groups, events, and campus operations to support guest interaction.
· Assist with processing guest payments, invoices, receipts, deposits, and account adjustments.
· Maintain cleanliness and organization of the front desk workspace and lobby area.
· Handle guest concerns professionally, offering solutions and escalating issues as needed.
· Sort, organize, and distribute guest and organizational mail as required.
· Support administrative tasks such as filing, updating records, preparing documents, and managing keys.
· Communicate room changes, special requests, and group needs with precision and clarity.
· Assist with lost and found logging and inventory.
· Provide occasional assistance to other departments during peak periods or staffing needs.
· Additional duties as assigned.