Lead Experience Associate - Charlotte, NC

Job Description

Job Description

At D-BAT, our main goal is to provide a quality teaching environment by developing beliefs, attitudes, and traditions that enhance the baseball and softball experience at all levels.

What makes a great D-BAT Instructor? An individual that is

• Passionate about the game and in teaching methodology
• Displays a positive attitude and contagious effort
• Relationship-driven with their clients and families
• Continuous learner and growth-oriented

Position Overview :

We are seeking a passionate and enthusiastic individual to join our baseball training facility team as a Lead Experience Associate.

As a Lead Experience Associate, you will play a crucial role in ensuring exceptional guest satisfaction and a smooth operational flow within a TOCA Soccer & D-BAT Training Facility.

This part-time role entails overseeing the guest experience in the facility, supervising team members, and maintaining a positive atmosphere.

You will collaborate closely with the leadership team to uphold high standards of service, foster a welcoming environment, and address any issues that may arise.

Your enthusiasm, leadership, and attention to detail will contribute to a memorable and enjoyable experience for our guests.

Role Scope & Responsibilities :

Guest Experience Excellence :

• Greet guests warmly and ensure their needs are met promptly and courteously.
• Assist guests with inquiries and provide information about our programs and services.
• Foster a positive and inclusive environment, ensuring all guests feel valued and respected.
• Handle guest feedback, concerns, and complaints in a professional and emphatic manner.

Shift Supervision :

• Lead a team of front-line team members, ensuring they are performing their duties efficiently and upholding company standards.
• Delegate tasks and responsibilities to team members, ensuring smooth operations and optimal guest experience.
• Provide guidance, support, and training to new and existing teammates.

Operational Excellence :

• Monitor facility cleanliness and presentation, ensuring that all areas are well-maintained and meet high standards.
• Assist in managing guest scheduling, reservations, enrollments, and events.
• Collaborate with other departments to ensure timely and accurate service delivery.
• Conduct daily facility walks and execute opening and closing checklists.

Problem Solving :

• Address and guest issues or concerns promptly and effectively, striving to exceed expectations.
• Escalate complex issues to the leadership team as needed and provide input on possible solutions.

Communication :

• Maintain clear communication with teammates, providing updates on shift expectations, changes, and special requests.
• Relay relevant information to the leadership team, including feedback from guests and teammates.
• Able to communicate TOCA programming information to guests with a high degree of knowledge and accuracy.

Administrative Duties :

• Manage guest registration, waivers, and inquiries for services and events.
• Assist in tracking attendance, collecting fees, and processing payments.
• Prepare reports related to guest participation, feedback, and facility utilization as required.

Training and Development :

• Participate in ongoing sessions and meetings to stay updated on product knowledge, policies, and procedures.
• Provide input on team training needs and contribute to the execution of training materials.

Qualifications & Experience :

• High school diploma or equivalent.
• Previous customer service, hospitality, or guest relations experience.
• Outstanding interpersonal and communication skills to engage with visitors, staff, and stakeholders.
• Passion for creating an inviting and welcoming environment that aligns with TOCA Soccer Training's values.
• Experience in managing customer relationships and ensuring high levels of satisfaction.
• Leadership experience or aptitude, with the ability to motivate and guide a team.
• Problem-solving skills and the ability to remain calm under pressure.
• Proficiency in basic computer applications (Google Suite, scheduling softwares, etc.).
• Availability to work up to 30 hours weekly, including evenings, weekends, and holidays.
• Ability to kneel, bend, reach, climb, and stand for long durations of time.
• Ability to move and lift equipment and supplies of 30+ pounds.

Benefits :

• Opportunity to lead the guest experience in a dynamic and innovative baseball training facility.
• Contribution to the growth and development of local baseball talent and community engagement.
• Positive and supportive team culture that values continuous improvement and excellence.

D-BAT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

About D-BAT :

For over 20 years, D-BAT has impacted the playing careers of thousands of ballplayers. D-BAT has quickly grown to over 135 locations and have become the largest indoor baseball and softball training centers nationally.

To learn more about D-BAT, visit our website at dbat.net

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