Primary Purpose
Manages the organization and operation of the Club’s front desk. Incorporates company mission, culture, goals, values, philosophies and policies into day to day work to maintain an inclusive environment and positive relationships with families, staff and community. Maintains confidentiality regarding the club and members information. Positively represents Grenville Baker Boys & Girls Club in all interactions with visitors, families, staff and community, and provides outstanding customer service. The membership service coordinator is part of the administrative team and will perform other duties as assigned
Major Functions/Responsibilities
Communication and Customer Service
- Greet all visitors to the Club. Project professional and positive image in all interactions.
- Support and follow all Grenville Baker Boys and Girls Club policies and procedures.
- Ensure that all phone calls are answered promptly and that information is provided and requested in a courteous
manner.
- Handle requests/complaints promptly and with a high level of customer service when they are within the Membership
Services scope. Inform the Program Director of the request/concern immediately if additional guidance is needed.
- Respond to staff, families and members with sensitivity, interest and respect
Marketing and Enrollment
Systems & Attendance
- Enter all attendance (General & Program) into system daily and with accuracy.
- Provide exceptional and accurate tours to perspective families.
- Distribute communications (flyers, letters to parents)
Maintaining Records and Systems
- Provide all necessary paperwork to the Program Director.
- Ensure that all employees, volunteers and visitors are signed in upon entrance into the club.
- Maintain attendance for members and staff, volunteers and visitors is accurate consistently.
- Accept payment for membership, programs, food and other things as needed accurately, giving receipts, and following
protocol for accuracy and tracking
- Perform day end closing and reporting accurately and on-time
- Collect and account for all monies for enrichment programs, auxiliary activities, and other fees. Ensure compliance with
company protocol.
- Maintain accurate inventory of supplies and materials required for the functioning of the front office and entry way.
- Excellent verbal and written communication skills.
- Demonstrated capacity to become proficient in all required technology and systems
Interaction with Members
- Interact frequently, affectionately, and respectfully. Speak in a friendly, calm, soft, courteous manner within close prox imity of the child.
- Respect and observe member’s interests. Intervene when needed to maintain safety.
- Communicate directly with each child at the child’s level.
- Be available and responsive to children’s needs, questions, and requests.
- Practice positive discipline techniques in guiding children’s behavior according to the club positive discipline strategy.
- Be attentive, flexible and supportive of members and their families during transitions to and from the club.
Family Interactions
- Acknowledge families and all visitors. Demonstrate a friendly, courteous and professional demeanor.
- Respond to family comments and concerns with sensitivity, interest, and respect. Maintain Confidentiality.
Professionalism and Teamwork
- Develop positive relationships with community, visitors, staff, members and families through professional and respectful
communication and collaboration. Pro-actively work to resolve issues and concerns.
- Receive constructive criticism with an attitude that indicates a willingness to improve. Give feedback in a respectful manner.
Physical Environment, Health, and Safety
- Maintain and follow all emergency, safety and health rules of the club.
- Keep work environment and equipment safe, clean, and attractive and in good working order.
- Create, distribute, and keep accurate records related to security (i.e., security codes and key cards).
- Monitor sign-in and sign-out procedures so that no child is released to someone who is not authorized to pick him/her
up.
- Uphold all security procedures involving visitors, volunteers, alternate pick-up persons, and members
