Campus Recreation at Towson University is currently accepting applications for an Assistant Director- Membership & Guest Services to serve as a member of the business operations team. The department is seeking a motivated professional interested in joining a team of dynamic and energetic staff members preparing for the completion of a 94,500 square foot building expansion to the current recreational facilities of Burdick Hall, set to open in the late fall 2017. For more information on Towson University Campus Recreation, please visit www.towson.edu/campusrec.
Under the direct supervision of the Associate Director – Business Operations, the Assistant Director – Membership & Guest Services is responsible for ensuring the effective and efficient operations of the department related to membership and guest related business functions including: program registrations, payment processing, membership recruitment, membership registration and services, membership marketing and communications, patron facility access, locker rentals, and customer service in associate with the business operations team. Position is responsible for the development, delivery, administration and guidance of all client relation services including customer service protocols, training of customer service staff, member and guest services management, and creating a vibrant first impression for the department and services provided. This position will work in collaboration with departmental staff members to coordinate the in the day-to-day operations related to participant access and customer service.
Responsible for system administration of Fusion facility management software that includes all transactions related to member/guest facility access, point of sale, program registration, financial reporting, membership database, and locker rentals.
Serve as a secondary internal Fusion “Champion” and departmental expert on system operations.
Assists other departmental staff with system troubleshooting and questions related to functionality. Provides feedback to Fusion support team in regards to operational issues.
Assist in assessing all departmental areas impacted by software to continually update and configure to meet the needs of staff and patrons.
Accountable for the coordination of related membership & guest services operations for students, faculty, staff, alumni and guests for questions and concerns related but not limited to: departmental operations and programs, associated fees, policies and procedure, usage guidelines, personnel management, programmatic registrations and/or sales, marketing, and general customer service
Assist with the coordination of facility tours and presentations regarding departmental programs/services.
Assist with membership budget analysis and projection.
Create and administer membership communication tools and review of monthly membership usage.
Develop, conduct and evaluate assessment tools to identify member/guest needs and concerns
Assist with the development, implementation, and monitoring of short and long-range plans for membership and guest services, consistent with the mission of TU and the Division of Student Affairs.
Assist membership staff when necessary for member registration.
Oversee customer service operations and student staffing of welcome desk, membership and guest services suite, and Campus Recreation administrative office suite reception.
Provide leadership, direction and solution management for patron and customer related issues/concerns.
Recommend solutions to member/guest access control challenges and provide training to student staff regarding access control practices and policies.
Communicate internally with facility operations team on all facility related access issues and externally with Office of Public Safety on maintaining departmental objectives such as facility security, patron safety and lost property.
Assist in developing, implementing, monitoring and evaluation of departmental policies and procedures related to customer service, member/guest access and point of sale operations.
Bachelor’s degree from an accredited college or university
Two years of professional experience related to membership management, guest service management and/or customer service. Two Year’s Graduate Assistantship will count as one year of professional experience.
Experience in using facility management software related to access, membership, and/or point of sale operations.
Demonstrated ability to manage multiple priorities and work in a diverse environment.
Experience which demonstrates ability to communicate effectively orally and in writing to effectively organize and execute assignments
A demonstrated ability to serve both internal and external customers
Demonstrated leadership skills and experience leading projects and collaborating effectively as a member of a goal-oriented team
Experience with Microsoft office applications such as Word, Excel, Outlook and PowerPoint
Must be available to work weekends and evenings as needed
Current CPR/AED or ability to obtain within 90 days of hire.
Master’s degree in business, sport administration, higher education, or related field
Experience utilizing and/or knowledge of Fusion facility software operating system
Experience with PeopleSoft deposit management system
Experience in development or membership management in a collegiate recreation or athletic setting
Experience in higher education recreation or student service setting
CPR & AED instructor certifications
Two years of graduate assistantship experience will count as one year of work experience. A Criminal Background Investigation is required for the hired candidate and the results may impact employment.
To Apply: Fully complete the online application and upload one document containing a cover letter and resume. This position is open until filled. http://www.towson.edu/hr/prospective.html
One of the nation’s top regional public universities, Towson University offers a welcoming environment for living and learning, close to the area’s top educational, cultural and community resources.
The backdrop for learning is TU’s beautiful 329-acre suburban campus, located eight miles north of Baltimore and less than an hour’s drive from Washington, D.C. Throughout the entire region, Towson ...University’s strong partnerships with public and private organizations provide unique opportunities for research, internships and jobs. The Towson Learning Network extends beyond its main campus to five off-campus locations throughout the state. Transfer students can complete their degrees at the university’s new state-of-the-art building in Northeastern Maryland.
Towson University is the second-largest university in the prestigious University System of Maryland, the 12th-largest public university system in the United States. TU is also a founding member of the Coalition of Urban and Metropolitan Universities and offers employment opportunities at all levels.
Towson University is an equal opportunity/affirmative action employer and has a strong institutional commitment to diversity. Women, minorities, persons with disabilities, and veterans are encouraged to apply.