Front Desk Manager

GENERAL DESCRIPTION:

The Front Desk Manager oversees the daily operations of the JCCSF Front Desk, ensuring excellent customer service and a highly trained and responsive team. This position responds to escalated customer concerns as they emerge from all areas of JCCSF activities. Because the Front Desk is a central hub of everything at the JCCSF, this position supports the Director of Operations in creating the conditions for effective coordination amongst operating and programmatic departments throughout the JCCSF.

RESPONSIBILITIES:

Management of the Front Desk:

• Hire, train, schedule, coach and evaluate all Front Desk staff.
• Develop and administer an ongoing and robust training program for Customer Service business systems (Salesforce) and to educate team members on JCCSF programs and operations.
• Develop and maintain a deep, ongoing partnership with Fitness. Ensure that Fitness Business objectives are integrated into Front Desk trainings and procedures.
• Create and set clear customer service standards that are specific, trainable and measurable. 
• Relationship Retention: Be accountable for the end user experience and constantly strive to make the customer/member experience exceptional. 
• Create a culture at the Front Desk of “ambassadorship” for all things JCCSF. 
• Develop and implement cross-training so that customer service staff are fully able to carry out all tasks and functions required at the front desk.  
• Develop, manage, and report on the department budget. 
• Oversee the upkeep and appearance of the front desk, lobby, and community bulletin board.
• Respond to escalated customer service issues in-person and by returning phone calls and emails. Respond to internal feedback systems in a timely manner.
• Oversee administrative desk tasks such as parking validation, lost and found, and front desk pick-up and delivery.
• Cover Front Desk shifts as needed.

Internal Coordination and Collaboration:

• Collaborate with the security team on a variety of areas, including ongoing emergency training, consistent customer service experience, and fostering a partnership between the departments.
• Work proactively and collaboratively with all internal operations departments to create, develop and implement support plans for emergent customer service needs and unanticipated problems that need solving for all activities during all hours of operations, with a particular focus on off hours (weeknights, weekdays early mornings, weekends, and holidays).
• Act as the primary “in-the-moment” problem solver when there are unforeseen challenges with programs or operations and the primary lead is not available.
• Develop systems and trainings to keep front desk staff educated and informed about JCCSF programing and operations so that they can be the ambassadors of all things JCCSF. 
• Support the Director of Operations in their ongoing efforts to create the conditions for clear and coordinated daily operations. 

REQUIREMENTS:

• BA or relevant work experience with a minimum of 3 years’ experience in a customer service or hospitality environment.
• Minimum of 3 years management and supervisory experience, including hiring authority and direct responsibility for evaluations, training, coaching, goal setting and establishing performance expectations for staff. 
• Experience leading a team of employees; proven ability to build a high achieving and cohesive team. 
• Prior experience in establishing a customer service program that includes trainable standards and a comprehensive customer service culture. 
• Prior experience within the hospitality industry and, preferably, within an organization with multiple businesses and/or services. 
• Prior experience developing and reporting on a budget. 
• Excellent communicator. both oral and written. 
• Excellent problem solver that can help get to a satisfactory solution for all stakeholders. 
• Business systems proficiency and experience essential, including sales, reconciliations, registrations, and member management (preferably in the Salesforce environment).
• Strong proficiency in Microsoft Outlook, Word, Excel and Power Point

Working conditions: This job is on-site at the JCCSF. Working conditions are typical of an office environment. Work takes place within a community center, with interactions with the public on an ongoing basis.

Physical requirements: Physical requirements are typical of those needed in an office environment. Work includes standing, sitting, use of computers. Work duties include walking through the building and responding quickly in the event of an emergency, including the ability to move and transport emergency supplies. Reasonable accommodations may be considered as needed.

Status: Benefited, exempt supervisory position

Hours: 40 hours/week

Schedule: Monday – Friday, general business hours. Occasional early morning, night, weekend, and holiday work required.

Health & Safety: All staff working on-site at JCCSF facilities are required to be fully vaccinated. Employees and applicants requesting exceptions to the JCCSF vaccination policy can contact HR@jccsf.org to discuss accommodations.