Assistant Director - Programs & Member Services

Location US-IL-Palatine
Job ID
2018-2090
# Positions
1
Category
Assistant Directors

Overview

CENTERS is a management company that specializes in campus recreation. We partner with universities to manage their departments, facilities, finances, and deliver exceptional customer service. Since 1998, Centers remains the first and only mission centric organization committed to student development and departmental excellence on behalf of its clients. Centers is currently operating campus recreation centers at ten universities/colleges within the United States.

 

The Assistant Director of Programs & Member Services is responsible for the functional operations for the department as it relates to membership and programming. Responsibilities include student staffing, leadership and management of membership, program registration, customer service and oversight of fitness/wellness programs & services.

Responsibilities

Core Responsibilities:

  • Provide leadership and management of the customer service/welcome/pro shop desk operation to include staffing, policies & procedures, access control, customer service, membership sales and program registration
  • Process and audit any and all paperwork as it relates to the member & guest services area 
  • Hire, train, supervise, evaluate and provide direction for one full-time position
  • Assist with the development of a comprehensive new member marketing program to include: membership promotion periods, recruitment, referral program and facility tours
  • Lead and develop a comprehensive membership retention program to include: membership database management, membership appreciation days, membership renewals and cancelations, and retention programs
  • Collaborate, develop, implement, and manage membership and program registration software (Spectrum) enhancements (Spectrum) for professional and support staff of the Campus Recreation Center
  • Lead all areas of fitness and wellness programs/services in collaboration with support staff
  • Develop and enforce policies and procedures for the Recreation Center

Administrative Responsibilities: 

  • Responsible for the preparation, forecasting and monitoring of income and expense budgets as it relates to areas of responsibility
  • Responsible for the supervision of part-time employees within scope of facility areas
  • Evaluate performance and facility effectiveness through regular assessment
  • Responsible for ensuring areas of responsibility stay in line with current trends
  • Responsible for supervision, training and mentoring subordinate staff
  • Oversee policies and procedures development for all areas of responsibility
  • Manage budget, strategic planning, and assessment as it pertains to the facilities area
  • Prepare regular written communication such as monthly and annual reports, financial and participation reports and equipment inventory reports

Site Specific Responsibilities:

  • Develop in collaboration with other departments to promote memberships, programs and services offered by the Campus Recreation Dept.

Qualifications

Minimum Requirements: 

[The requirements listed below are representative of the minimum education and/or hands-on experience necessary to perform each essential responsibility.]

  • Bachelor’s degree required; Master’s preferred
  • At least five years of professional member & guest services experience preferred
  • Experience working in a collegiate/community recreation environment, strong communication and presentation skills
  • Demonstrated experience within facility operations
  • Knowledge of standard practices and demonstrated experience in recreational sports
  • Leadership and supervisory abilities
  • Ability to work as part of, and lead a team that collaborates effectively with colleagues
  • Entrepreneurial spirit and enthusiasm
  • Analytical skills to: identify problems, assess alternatives, and render consistent, logical decisions
  • Ability to thrive in an environment that values high expectations, accountability, and balanced lifestyle choices
  • Current American Red Cross CPR/AED/FA certification (or willing to obtain)
  • Current national fitness and/or personal training certification (or willing to obtain)

Competencies:

 

Technical Competencies

  • Some knowledge of HR theories and best practices in recruitment and staff development
  • Basic accounting knowledge; capability of understanding budgets
  • Proficiency with Microsoft Office

Professional Competencies

  • Adaptability, analytical & critical thinking, initiative & motivation, planning & project management, decision making & judgment, business acumen, customer service, teamwork, diversity awareness, interpersonal relationships, communication, integrity, leadership, long-term focus, organizational learning & change management

Human Relations:
Internal contacts include staff at all levels. External contacts include external customers and vendors. Contact involves troubleshooting, informing, exchanging information, negotiating, making recommendations, and giving information or instructions.

Work Environment and Physical Demands

Work Environment and Physical Demands:

 

Work Environment

  • Office environment/ pool environment
  • Non-smoking environment 
  • Moderate to loud noise
  • Local, regional and national travel as required
  • Evening or weekend work as required                         

Physical Demands

  • Sitting at desk or table for at least 70% of the work day
  • Walking or working with natatorium facilities 30% of the work day
  • Repetitive wrist, hand, or finger movement (while operating computer equipment)
  • Occasional bending, stooping
  • Eye-hand coordination (keyboard typing)
  • Hearing and talking

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