Lead Guest Services Associate- SC/KROC San Diego-13-004

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church.  Its message is based on the Bible.  Its ministry is motivated by the love of God.  Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Lead Guest Services Associate I is responsible for providing quality customer service to members, clients and customers, in-person, via phone and email. The Lead Guest Services Associate I will serve as acting Manager-On-Duty, responding appropriately to incidents and reporting appropriately. Additionally, the Lead Guest Services Associate I will provide oversight to and supervision of Guest Services Associates, at the direction of the Membership Coordinator.

Essential Functions

• Provide excellent customer service to the community; ensure that all guests receive prompt, friendly and efficient service.
• Assist in the training and oversight of Guest Services Associates in the gymnasium.
• Maintain all Kroc Center cash handling and Accounting procedures.
• Process sales of memberships, classes, and programs, ensuring customer data is processed and stored.
• Perform tracking and record keeping as needed and at the direction of the Membership Department.
• Work with the Membership Department to track and report member visits according to protocol and in order to receive payment from third party vendors.
• Ensure that information communicated from Center managers and directors is understood and disseminated to all Guest Services Associates.
• Adhere to all RJKCCC Operations procedures and policies adopted by Administration.
• Observe all safety rules and regulations.
• Attend staff meetings and maintain training, as required.
• Maintain confidentiality.
• Assist in emergency situations, completing, calling in and filing reports appropriately.

Working Conditions

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis.  Ability to be able to lift up to 10lbs. Ability to grasp, push, pull objects such as files, file cabinets drawers and reach overhead.  Ability to operate computer, fax and telephone.

Minimum Qualifications    

• At least 2 years’ experience as a Guest Services Associate (GSA) at the Kroc Center or similar facility.
• At least 1 year experience in a supervisory capacity.
• Bilingual (Spanish) preferred.

Skills, Knowledge & Abilities

• Must have or obtain First Aid/ CPR/ AED certifications with first 90 days of employment.
• Must be at least 21 years
• Ability to communicate effectively with customers, peers & supervisors.
• Must comply with all applicable business, employment, and copyright law.
• Ability to work in a fast-paced, team environment and maintain poise under pressure.
• Ability to empathize and communicate with all populations, including low-income and vulnerable individuals.