Manager, Community Concierge

Description

Make a Difference in Your Community - the South Side YMCA is now hiring a full-time Manager, Community Concierge!

The YMCA of Metropolitan Chicago is dedicated to creating long-lasting positive change, whether it's through health and wellbeing, early education, violence prevention, or one of our other programs and services.

We're looking for talented individuals who are committed to empowering our community by creating a safe and welcoming environment that encourages growth and support - individuals like you!

The Manager, Community Concierge , will lead the concierge team at the local Community Hub and provide best-in-class levels of customer service and experiences.

You will collaborate with Community Hub leadership and stakeholders across the association to implement operations standards that support enterprise goals and elevate the customer experience.

Salary range starts at $43,888 per year with full-time benefits and opportunities to grow within the organization!

Scopes and Responsibility

• Manage the Community Hub's concierge team, including front-desk operations, scheduling and attendance, and administration
• Implement and measures customer engagement strategies that increase retention, influence value, and drive a dynamic customer-centric culture
• Partners with Community Hub leadership to operate facility opening / closing procedures, develop engagement events, ensure adequate staffing coverage, and serve as YMCA ambassador
• Provides support to leadership at the Community Hub for marketing, sales, and customer experience initiatives
• Collaborate with customer experience leadership and team members across Community Hubs to maintain and elevate operational standards and customer experience
• Assist with back office and administrative support
• Build and maintain long-lasting, strong relationships with customers while partnering with them to better understand their personal objectives and needs
• Recruit, hire, train, mentor, coach, and manage a team focused on customer experience and engagement

Requirements

• Associate's degree in business, operations, marketing, hospitality, or equivalent
• 2 years of related work experience, including managerial responsibilities
• Bilingual, English / Spanish a plus, not required
• Ability to work flexible hours, weekends, and / or holidays, as needed
• Proficiency of the technology ecosystem (specifically customer data, CRM, customer engagement) preferred
• Top-notch verbal, written, and interpersonal communication skills
• Strong analytical and critical thinking skills
• Sound leadership ability, including motivating, coaching, and performance management
• Ability to achieve results by taking a proactive long-term view of business goals and objectives

Our staff is the Y's greatest asset. Our teams provide valuable skills, knowledge, and passion that is essential to the contribution and positive impact in our communities, which is why we offer Y employees numerous perks and benefits, including :

• Comprehensive benefits package for eligible employees
• Opportunity for eligible employees to participate in the Y's retirement fund
• Be part of a team that is passionate about building and sustaining an inclusive and equitable environment for all staff, volunteers, and members
• Do meaningful work and contribute to the advancement of the YMCA vision by meeting the needs of the people in our communities
• Complimentary Family YMCA membership and an employee discount on select programs
• Career advancement opportunities - grow your career at the Y!

Child Abuse Prevention - Support the YMCA's commitment to child abuse prevention by :

• Reporting any items that may provide a health or safety hazard to staff, members, or guests to your supervisor
• Following all policies and procedures related to keeping children safe in our facilities and programs, including those related to the monitoring and supervision of children
• Reporting any suspicious behavior and violation of policy and procedures to your supervisor
• Completing all child abuse prevention training as required

Qualifications

Behaviors

Leader - Inspires teammates to follow them

Enthusiastic - Shows intense and eager enjoyment and interest

Motivations

Goal Completion - Inspired to perform well by the completion of tasks

Growth Opportunities - Inspired to perform well by the chance to take on more responsibility

Self-Starter - Inspired to perform without outside help

Education

Associates of Business Administration (preferred)