HealthFitness has an exciting new opportunity for a full-time (40 hours per week) Membership Coordinator within our Harvard University client program located in Cambridge, Massachusetts. In this position, you will be responsible for the overall day-to-day operations of all member services functions of Harvard Recreation. You will function as the lead professional staff member for customer service, memberships, and lockers. You will be responsible for the direct supervision (recruitment, hiring, training, managing, and evaluating) of a Membership Specialist and will lead part-time staff as well. You will work a schedule in conjunction with the Membership Specialist to cover office hours of 8:00am – 6:00pm Monday – Friday. Some weekends and evenings are required with need.
DUTIES & RESPONSIBILITIES:
Membership Operations and Customer Service:
Directly oversee all business transactions in the member services area regarding membership sales, membership renewals, locker sales, locker renewals, towel service, and class-access.
Oversee our membership software (Fusion) for Harvard Recreation.
Oversee pro shop merchandise sales.
Provide monthly reports relating to membership, facility access, and point of sale.
Coordinate with other Harvard departments and special events regarding memberships, facility access, and guest passes for special short-term facility access.
Communicate regularly with patrons regarding current Harvard Recreation events, facility hours, renewal opportunities, programs, services and other crucial information. Consult with and respond to participant questions, concerns, and problems.
Perform membership tours and communicate information about the facilities, programs and services that are offered.
Establish membership goals around recruitment and retention and regularly assess member satisfaction.
Provide strategic leadership and vision for the departments’ customer service model.
Assist with the development of membership policies and procedures.
Solve problems, trouble shoot and resolve conflict for members, coworkers and prospects.
Research, assess, and make recommendations to the Operations Manager for potential structural changes.
Enforce and maintain Harvard Recreation policies and procedures as they pertain to membership and access.
Supervisory Duties:
This position is responsible for the direct supervision (recruitment, hiring, training, managing, and evaluating) of a Membership Specialist and will lead part-time staff as well.
Encourage the development of all directly supervised employees to the highest possible level.
Manage daily work schedules and conduct mandatory trainings and meetings. Communicate regularly regarding scheduling, policies/procedures, and weekly programs and events.
Provide training, coaching, and feedback regularly to ensure employees can provide a high level of customer service to members, potential members, and non-member participants.
Serve as a payroll manager for direct reports.
Develop assessment tools such as surveys and statistics to analyze effective of customer service of staff.
Assist the Service Coordinator in overseeing the Malkin Athletic Center Recreation Center Staff and Manager on Duty’s.
Miscellaneous:
Develop marketing and promotion efforts around membership development and retention; in conjunction with the Outreach and Marketing Coordinator.
Assist in establishing long and short-term goals of the operations area.
Oversee WBMason orders for Harvard Recreation full-time professional staff.
Oversee conference room scheduling for the Malkin Athletic Center.
Attend local, state and national workshops and conferences; host and present at various workshops.
Perform other related duties as necessary and appropriate for the position as assigned by the Operations Manger.
EDUCATION, EXPERIENCE & CERTIFICATIONS:
Required:
Bachelor’s degree in physical education, kinesiology, recreation administration, sport management or related field or equivalent education, training and/or experience.
A minimum of 1-2 years of relevant work experience.
Experience with Fusion or other membership software.
Demonstrated ability to manage and motivate part-time and full-time staff and build positive relationships with members and guests.
Demonstrated strong interpersonal communication skills, both written and oral.
CPR/AED and First Aid certification from AHA or American Red Cross required or the ability to obtain within six months of hire.
Must be able to work a flexible schedule to meet the needs (including evenings and weekends).
Competency in the delivery of HealthFitness and site-specific programs and services.
Strong interpersonal communication and customer service skills including the ability to motivate others.
Ability to work effectively both independently and as part of a team with enthusiasm, initiative and creativity.
Must possess excellent organizational and time management skills.
Preferred:
Master’s degree in sport management, recreation, student affairs, or related field.
Experience working in campus recreation, collegiate athletics, or recreation/fitness.
Demonstrated success in membership operations.
Involvement in NIRSA or other professional associations.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, or disability.
About Harvard Recreation- managed by HealthFitness
Harvard Recreation is professionally managed by HealthFitness, a Trustmark Company. Harvard Recreation falls under Harvard Department of Athletics and prides itself on education through athletics and building community within Harvard.
Education through Athletics
Athletic participation helps our students grow, learn, and enjoy themselves while they use and develop their personal, physical, and intellectual skills. Harvard values the lessons that have long been taught by athletic participation: the pursuit of excellence through personal development and teamwork, ethical and responsible behavior on the field and off, adherence to the spirit of rules as well as to their letter, leadership and strength of character, and sportsmanship – respect for one’s opponents, acceptance of victory with humility, and acknowledgement of defeat with grace. In teaching these lessons to its students, Harvard instills habits which will lead students to better and healthier lives. While winning is not an end in itself, we believe that the efforts by our intercollegiate athletes to be their best will lead them to succeed throughout their lives.
Build Community and Pride in Harvard
Athletics at H...arvard builds community through the engagement of students, faculty, staff, and alumni, and creates a portal through which neighboring communities can enjoy the Harvard experience. We all take pride in knowing that our coaches are educators and our athletes are true representatives of Harvard's student body – Harvard athletes are admitted through the same process, receive the same academic support, and are held to the same standards as every other Harvard student. Successful athletic teams generate unique excitement across the campus and community, help strengthen bonds among the various arms of our university, build collegiate loyalty in a healthy manner, and give our community members yet another reason to be proud to represent Harvard.
