The Salvation Army - Central Territory

  • Kroc Center - Guest Services Lead

    Job Locations US-NE-Omaha
    Job ID
    # of Openings
    Regular Full-Time
  • Overview

    The Kroc Center is an ENERGIZING, FUN, FAST-PACED recreation and education center providing opportunities for people to connect, experience personal growth, and develop relationships.  The Kroc is a world-class facility and a Nebraska treasure supporting the community and its members with fulfilling and family friendly programs and activities. 


    Our team members thrive on serving others and making a difference in our community.  A positive attitude, fun-loving spirit and a desire to be part of something bigger is a must.  If you have a servant’s heart and a drive for excellence to help us achieve our mission, then we want you to be part of our team!   


    Ray and Joan Kroc Corps Community Center Purpose Statement     

    Inspire people to discover their God given talents and develop their potential through artistic, educational, physical, and spiritual experiences in a Christ-centered atmosphere.


    Job Summary/Primary Purpose: The Guest Services Lead provides support and assists the Membership Department management with operational and supervisory components of the Guest Services and Membership Functions. 


    Work Schedule:  Fulltime, varied hours during the following hours of operation:  Sunday 1p - 6pm; Monday thru Friday 5am - 9pm; Saturday 6am - 7pm.


    1. As assigned, work with Membership management on scheduling Guest Services staff, making recommendations as needed. Review timekeeping reports for staff ensuring schedules are maintained.  Process time card exceptions, absence reports, requests for time off, etc.
    2. Assist Membership management in maintaining established standards of conduct and performance, making recommendations for potential corrective action.
    3. Provide day to day supervision of Guest Services staff ensuring appropriate policies, guidelines, and customer service expectations are being followed at all times.
    4. Communicate with Guest Services and Membership staff through regular meetings, identifying needs, soliciting feedback, and developing opportunities for training and improvement.
    5. Responsible for the oversight and effective execution of membership sales processes, to include facility tours, communication of membership benefits, enrollments, scheduling fitness orientations and onboarding of new members.
    6. Lead staff as an example of excellence and enthusiasm towards customer service and assist in establishing and promoting a culture in which service to others thrives.
    7. Ensure a high level of confidentiality and professionalism in all interactions with staff, members, and guests in all aspects of support.
    8. Take the lead in escalated service situations including complaint resolution and other situations that require creative problem solving, to include communication with MOD or management.
    9. Positively communicates with all members / guests / instructors / Kroc staff and program participants by phone, email or in person about programs or changes as needed.
    10. Responsible for overseeing cash handling procedures and reconciliation of funds during shift.
    11. Become proficient in the policies and procedures regarding membership, scholarship, and enrollment.
    12. Must be well versed in Safety and Security measures and act as the coordinating point of contact in response to emergency situations. Complete appropriate incident report forms as directed.
    13. Will be responsible for managing the traffic flow in and around the Welcome Desk, assuring timely access to appropriate staff, maximizing service efficiency, and avoiding crowded conditions.
    14. Become proficient in the use of training of the CCMS system as it pertains to the daily Guest Services operations and customer needs.
    15. Assist with reporting usage statistics as needed as well as filing program forms and sign-in sheets.
    16. Ensure the Welcome Desk is stocked with up-to-date program brochures, appropriate enrollment materials, and general facility information.
    17. Responsible for general organization and cleanliness of the Welcome Desk, light maintenance is expected.
    18. All other duties as assigned.


    Supervisory Responsibilities:   This position has daily oversight of Guest Services staff.


    Education and/or Experience:  High school diploma or equivalent (GED).  At least one (1) year of related experience working in a service environment with some supervisory responsibilities a plus.


    Qualifications:  The requirements listed below are representative of the minimal knowledge, skill, and/or ability required for this position. 


    1. Ability to be flexible and able to work on multiple projects or tasks simultaneously.
    2. Intermediate skills in Microsoft software to include Word, Excel, PowerPoint and Access. As well as the ability to access payroll, timekeeping and personal data via a web-based system.
    3. Administrative skills to include utilization of standard office equipment, data entry, 10-key, attention to details and filing.
    4. Good communication skills both written and spoken, and ability to maintain effective working relationships.
    5. Demonstrated ability to handle confidential matters. 

    Other Qualifications: Must pass all applicable background checks.


    Certificates, Licenses, Registrations:  Must successfully complete Safe from Harm training as established by The Salvation Army.


    Physical Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Be able to stand, walk, talk, hear, use hands to finger, handle, or feel, reach with hands and arms, sit, climb or balance, stoop, kneel, crouch, or crawl. Be able to list up to 25 pounds and occasionally up to 50 pounds.


    Working Conditions:  Occasionally may work near moving mechanical parts, outdoor weather conditions, and risk of electrical shock. The noise level is moderate.


    The Salvation Army Mission:  The Salvation Army, an international movement, is an evangelical part of the universal Christian church.  Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.  


    All employees recognize that The Salvation Army is a church and agree that they will do nothing as an employee of The Salvation Army to undermine its religious mission.


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