HealthFitness has a great new opportunity for an Assistant Director of Member Services within our client's campus recreation program located on campus at the Massachusetts Institute of Technology (MIT) in Cambridge, Massachusetts. In this position, you will be responsible for contributing to all management, operations, technical and administrative functions of Member Services within this large recreation program. You will oversee day-to-day front-line operations and routinely serve as the facility Point of Contact (POC). You will also supervise 2 full-time staff members and 10-15 part-time staff members, who are responsible for providing customer service, program and membership registration, and facility supervision.
Duties & Responsibilities:
Supervise staff, which includes both full and part-time staff. Oversee/supervise the day-to-day Member Services activities which includes opening/closing, employee schedules, and ensuring proper protocols and procedures are followed in order to maintain the efficient operation of the department.
Provides continuous feedback and coaching to all staff to ensure quality of services being delivered. Conducts formal performance reviews on a quarterly (Full-Time) and annual (Part-Time) basis. Initiates formal corrective action process when warranted.
Develop, review, and update departmental employee personnel manuals and training guides. Ensures that all staff is properly trained and hold the appropriate certifications necessary for safe and effective delivery of service.
Provides leadership to all acting POCs and communicates as necessary. Ensures staff receives proper POC training in emergency preparedness, security, incident and injury reporting, and general building supervision.
Performs Member Services and POC staff front-line responsibilities as appropriate.
Contributes to the development and implementation of the yearly strategic goals.
Submits employment documentation requirements and staff payroll according to HealthFitness policies.
Manages membership record audits to ensure accuracy and integrity.
Reviews all completed POC forms (e.g. checklist, injury reports, incident reports) on a daily basis. Follows-up with staff and patrons appropriately.
Submits facility work requests, communicates all maintenance and repair issues.
Bachelors’ Degree Recreation, Fitness, Business or related discipline.
A minimum of two years of related industry experience is required. Prior staff supervision experience also required.
Current First Aid and CPR/AED certifications through the AHA or American Red Cross.
Strong interpersonal communication and customer service skills including the ability to motivate others.
Ability to work effectively both independently and as part of team with enthusiasm, initiative and creativity.
Ability to effectively organize and prioritize work demands.
Masters’ Degree Recreation, Fitness, Business, or related discipline.
Computer proficiency in Microsoft Office programs including at minimum Word, Excel and Outlook.
Experience with recreation management and/or POS software.
Internal Number: 20191120
About MIT (Massachusetts Institute of Technology) - managed by HealthFitness
MIT Recreation is professionally managed by HealthFitness, a Trustmark Company and falls under the MIT Department of Athletics, Physical Education, and Recreation (DAPER). DAPER offers opportunities for sports instruction and participation at all levels. As a department, we are committed to our core values - the pursuit of Excellence in creating an environment that: develops Community; provides Education; inspires Leadership; and promotes Wellness. DAPER records nearly 1,000,000 individual visits during the year and serves 14,000 annual members. Over 200 recreation programs are offered throughout the year: aquatic and fitness training including group exercise classes, private
and group instructional classes, American Red Cross safety training, and specialty events. Recreation collaborates with over 115 different academic and administrative departments and groups on campus to provide wellness programming, leadership opportunities, and a learning laboratory environment for research. We are committed to improving the quality of life and building community on the MIT campus
through the development of campus-wide collaborative programs such as Getfit@MIT, MindHAndHeart, and other health and wellness initiatives and events.