Stanford Recreation and Wellness is aligned with the pioneering spirit of Stanford University. We are committed to bold and purposeful engagement where sport, recreation, and wellness merge to create a campus and workplace where everyone’s well-being flourishes.
As part of the country's leading collegiate athletic department, we work cohesively, lead with courage, pursue and revere excellence, embrace scholar-athleticism, and ignite a culture of belonging and wellbeing through moving, adventuring, playing, and learning.
We are building a community that is inclusive and a diverse team that is committed to excellence. We take risks. We are willing to lead. We do the right thing. We create innovative solutions. We develop our employees. We promote a culture of gratitude and recognition. We have fun. If this sounds like you, join us!
Job Purpose
The Membership Services Assistant General Manager plays a pivotal role in managing Stanford Redwood City Recreation and Wellness Center’s Membership Desk including member engagement, customer service, and transaction management. The position supervises the contingent staff that oversee the membership desk and supports all contingent staff of the center. The position will also have an assisting role in program strategy and development.
Your responsibilities include:
Staff Management (40%)
Oversee the Membership Desk of the SRWC Recreation and Wellness Center, providing leadership to part-time staff and directly interacting with participants.
Hire and onboard new staff.
Train staff in the use of Fusion recreation management software and additional membership desk operations.
Cultivate personnel as well as organize educational and professional development.
Provide on-going performance feedback.
Support staff in program area set-ups and program delivery.
Program Management (40%)
Plan and implement programs to encourage membership engagement.
Formulate innovative and creative methods of recruiting, retaining and serving members of the Stanford/SRWC community.
Create programming and manage staff for areas which may include youth, aquatics, special, sports and/or events.
Ensure all programs are set-up appropriately by Membership Desk staff as necessary.
Support maintenance planning and management.
Act as a membership services subject matter expert for the unit, participate with other departments and represent the unit as needed.
Ensure policies and procedures are followed in accordance with established service and safety standards.
Develop and maintain positive working relationships with the Operations staff, Department, University and/or community representatives.
Serves on Recreation and Wellness, DAPER, and campus committees as directed.
May act as supervisor in supervisor’s absence.
Administrative Responsibilities (20%)
Administer and educate others on all Center programs and policies.
Compile and provide accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
Maintain employee handbook, policies, and risk management materials.
Review and approve bi-monthly payroll for contingent staff.
Manage correspondence and interactions with patrons using Innosoft Fusion and other customer-based applications.
Ensure proper inventory levels and supply stock.
Create customer assessment tools.
Collect and compile monthly, quarterly and annual operational and statistical data, as needed.
Investigate, document and report complaints regarding all aspects of operations including customer service, safety/security and staff issues, as needed.
To be successful in this role, you will bring:
Education and Experience
Bachelor’s Degree and four years of relevant experience or combination of education and relevant experience.
Knowledge, Skills, and Abilities*
Ability to function and communicate effectively and respectfully within the context of varying beliefs, behaviors, orientations, identities, and cultural backgrounds.
Demonstrated ability to create an environment that acknowledges, encourages, and celebrates our shared humanity.
Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow.
Demonstrates excellent problem solving and decision-making skills to effectively solve and respond to complicated requests.
Excellent customer service experience and a proven ability to meet performance standards.
Knowledge of general program planning and ability to deliver a successful program.
Knowledge or ability to learn how to collect feedback from surveys and summarize data.
Able to use authority, knowledge and judgment to effectively respond to complicated requests.
Excellent attention to detail and accuracy.
Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions.
Ability to coordinate daily activities including work scheduling, quality assurance, monitoring of activities, and supervision of personnel.
Knowledge of current risk management practices in recreational facilities and student management strategies.
Active knowledge of membership management software (Fusion preferred), Office software programs, and university event programming experience.
Effectiveness at the Intermediate level for most NIRSA competencies.
Engagement in NIRSA, NACAS, ACUI, or other recreation or hospitality professional associations.
Ability to frequently stand/walk, sit, perform desk-based computer tasks, use a telephone, and grasp lightly/fine manipulation. Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weight up to 20 pounds, writing by hand, sort/file paperwork.
Ability to work occasional extended hours, evenings, and/or weekends as needed.
Preferred Qualifications
Master’s degree in the field of recreation, sports management, hospitality, business, or related field and prior campus, university, or community recreation experience.
Current American Red Cross CPR, AED and First Aid certification, or ability to obtain by start date.
DAPER’s Integrity:
This position, along with all DAPER coaches and staff, is responsible for the integrity of Stanford’s intercollegiate athletics program and for the reputation of Stanford University. This position is responsible for ensuring that his/her/their involvement with Athletics Department activities maintains the integrity of the University’s reputation and does not negatively impact the relationship between the University and its faculty, staff, students and alumni. Additionally, this position must comply with University policies and procedures, NCAA and Pac-12 rules and regulations.
Why Stanford is for you:
Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:
Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
Other duties may also be assigned, not all unique aspects of this job are covered by this job posting. A full job description will be shared during the interview process.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his/her/their job.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Internal Number: 88943
About Stanford Recreation and Wellness
From its founding in 1891, Stanford University’s leaders have believed that physical activity is valuable for its own sake and that vigorous exercise is complementary to the educational purposes of the university. Within this context for human development, it is the mission of Stanford’s Department of Athletics, Physical Education and Recreation to offer a wide range of high quality programs which will encourage and facilitate all participants to realize opportunities for championship athletic participation, physical fitness, health and well being.
