Welcome Center Manager

Job Title:Welcome CenterManager

Department:MemberExperience

Reports to:Guest Services Director

Classification:Full-time Exempt

WORK SCHEDULE: This position is full-time Tuesday - Saturday requiring a minimum of 40 hours per week. Some flexibility will be required to periodically accommodate special events or other operational needs.

Our Culture

Our mission and core values are brought to life by our the Y we strive to live our cause of strengthening communities with purpose and intentionality every are welcoming:we are open to all. We are a place where you can belong and are genuine:we value you and embrace your are hopeful:we believe in you and your potential to become a catalyst in the arenurturing:we support you in your journey to develop your full are determined:above all else we are on a relentless quest to make our community stronger beginning with you.

Position Summary

This position supports the work of the Y a leadingnonprofitcharitableorganization committed to strengthening community through youth development healthylivingand social responsibility. TheWelcome CenterManagerat the Eugene Family YMCA intentionally fosters a cause-centered culture that is welcoming genuine hopeful nurturing and determined while alsosupporting the operational administrative and member engagement functions of the Member Experience provide direct leadership and operational oversight for the YMCA Welcome Center and member experience team and are responsible forensuring exceptional guest experiences through effective staffing scheduling onboarding training coaching and accountability systems.

The Welcome Center Manager supervises Managers on Duty (MODs) Membership Representatives and Welcome Center volunteers while ensuring consistent execution of YMCA hospitality standards operational procedures and member engagement practices.

This role works collaboratively with the Guest Services Director to support membership engagement operational excellence staff development and a welcoming environment where all individuals feel valued connected and supported.

Essential Functions

• Recruits hires trains schedules supervises and develops Welcome Center staff and Managers on Duty.

• Performs other duties as assigned.

• Protects the organizations value bymaintainingconfidentialityof sensitive employee member and organizational information.

• Mustmaintaina current valid Oregon drivers license a DMV driving record that meets YMCA standards and evidence of insurability throughoutentireterm of employment.

• Completes all requiredtrainingsand certificationswithin assigned timelines.

• Participates in various standing committees and temporary task forces as needed.

• Provides operational support and may serve as Manager on Duty when necessary.

• Leads orfacilitatesdepartment meetings trainings and operational communications as assigned.

• Supports implementation of organizational initiatives member engagement campaigns and operational improvement projects.

• Assistswith department reporting operational tracking and membership-related administrative tasks.

• Collaborates with YMCA departments to support cross-functional communication and promote YMCA programs services and initiatives.

• Partners with MODs and organizationalleadership to support safe facility operations andappropriate incidentresponse procedures.

• Ensures incident reports andrequireddocumentation are completed accurately and communicated appropriately.

• Supports YMCA safety practices emergency procedures and risk management expectations within the Welcome Center environment.

• Ensures staff understand and properlyutilizeYMCA software systems membership tools and reporting procedures.

• Conducts regular observations coaching conversations and quality assurance reviews to ensure operational consistency and employee accountability.

• Developsandmaintainstraining resources operational procedures and service expectations for Welcome Center staff.

• Monitors operationalworkflows andidentifiesopportunities to improve efficiency communication andguestexperience outcomes.

• Maintains operational readiness of the Welcome Centerand adjacent areas including cleanliness organization hospitality presentation and member-facing materials.

• Ensures Welcome Center procedures cash handling practices membership transactions and operational protocols are consistently followed.

• Supports MODs in effectively carrying out shift leadership responsibilities incident procedures and facility communication expectations.

• Assistsin resolving complex member concerns service issues andescalatedsituations with professionalism empathy and sound judgment.

• Supports membership engagement and retention goals through relationship-building employee coaching andguest-centered service practices.

• Modelsrelationship-building behaviors that foster belonging engagement inclusion andguestsatisfaction.

• Ensuresconsistent execution of YMCA hospitality standards andguestservice expectations across all Welcome Center operations.

• Intentionally fosters and enforces a culture of caring trust and respect by promoting Listen First; Achievement Relationships & Belonging; and The Most Welcoming Place on Earth behaviors with employees members volunteers and program participants.

• Serves as a champion of the Ys culture and voice encouraging staff and members todemonstratebehaviors that are Welcoming Genuine Hopeful Nurturing and Determined.

• Oversees day-to-day Welcome Center operations to ensure efficient consistent and member-focused service delivery.

• Coordinates shift coverage andrespondsproactively to staffing shortages schedule changes and operational needs.

• Develops and manages department staffing schedules to ensure proper operational coverage operational efficiency and consistent member service delivery.

• Creates andmaintainsonboarding and training systems that support operational consistency and employee success.

• Conducts employee onboarding and ensures all Welcome Center staff areproperly trainedin YMCA systems service standards policies procedures and safety expectations.

• Provides ongoing coaching performance feedback accountability and professional development support to department employees.

Minimum Qualifications

• At least4-½ yearsof experience in customer servicedirectin-person salesguestrelationsserviceshospitalityleadershipor relatedfieldina fast-paced environment.

• At least threeyears of direct employee supervision and leadership including staff training.

• Previousexperience workingin a public-facing position where complex problem-solvingconflict resolution and de-escalation skills wererequired

• At least intermediate-levelproficiencywithcomputer skillsand typical business software (Microsoft apps such as Outlook Teams OneDrive Word Excel etc.);and knowledge of database systems and cloud-based technologies.

Preferred Qualifications

• Fiveyearspreviousexperience supervising and leading employees.

• Previousexperience working at a YMCAor fitness center in a leadership role.

• Previousexperience working in a customer service role at a fitness center.

• Ability to speak conversational Spanish.

Work Environment & Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job the employeeis regularly required touse a computer for extended periods of time and be able to communicate using a computer and phone/smart device.

• The employeemust payfrequent andprecise attention to pressing deadlines and details.

• The employeefrequentlyis required tosit andreach andmust be able to move around the work environment.

• Employees maybe requiredto stand for extended periods of time while engaging with members and providing staff oversight.

• The employeemustintermittentlyliftand/or move 25-60pounds.

• Specific vision abilities required by this job include close vision distance vision and the ability to adjust.

• The noise level in the work environment is usually moderatebut can be loud during the busiest times ofday.

Employee Benefits & Discounts

• Jobs Eugene Family YMCA ()

The Eugene Family YMCA is an Equal Employment Opportunity Employer.

The Eugene Family YMCA is committed to creating an environment of mutual recognition where equal employment opportunities are available to all applicants and teammates without regard to race color religion sex pregnancy (including childbirth lactation and related medical conditions) national origin age physical and mental disability marital status sexual orientation gender identity gender expression genetic information (including characteristics and testing) military and veteran status and any other characteristic protected by applicable law. The Y believes that diversity inclusion and a sense of purpose and belonging in the workplace are critical to the achievement of our mission. Weseekto recruit develop andretainthe most talented people from a diverse candidate pool.

If youneedassistanceoran accommodationdue to a disability you may complete theADA Accommodation Request Form; or contact us ator .

The Y:Werefor youth development healthy living and social responsibility.