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Posted: 27-Aug-24
Location: Denver, Colorado
Type: Full Time
Salary: Range: $55,000-60,000
Categories:
Salary Details:
Required Education:
Internal Number: 497507
Reporting to the Assistant Director of Student Programs, The Member Services Manager will be responsible for the daily management, promotion and operation of of Ritchie Center Member Services for the University community and Ritchie Center members and participants; including oversight of the following responsibilities including, without limitation; membership recruitment, sales and retention ($300,000+), member engagement strategies, member services desks planning and coordination, relationship building, human resources, event planning and coordination, customer service management, customer outreach activities, transaction management, and related programs and operations.
This position delivers an exceptional customer experience to all visitors of the Ritchie Center through managing the front-line interactions customers will have. These include parking, facility entry and access, transaction experience, facility quality, communication, safety, and servicing each customers needs.
Essential Functions
Membership Management and Guest Experience:
Advance Membership to the Coors Fitness Center by achieving and growing the following results for the Division of Kennedy Mountain Campus, Wellness & Recreation:
- Achieve $300,000+ in Coors Fitness Center Memberships and Locker Rentals.
- Maintain a retention rate of 75% of current paying members.
- Contribute to overall Division goal of engaging 80% of students.
- Monitor member satisfaction through consistent newsletters, updated websites, surveys, and CRM software; respond to feedback provided.
- Ensure part time staff are trained and coached on facility and operations expectations, customer service and the Daniel L Ritchie Center for Sports & Wellness standards of service.
- Attend community and university events to promote membership at the Coors Fitness Center and capture leads.
- Implement member appreciation avenues and reward system.
Daily Management and Oversight:
- Resolve issues, problems or questions from employees, members, and guests.
- Ensure service points are properly staffed, assigned work, and supervised.
- Managing service points to high level of customer service and quality.
People Management:
The Member Services Manager will oversee approximately 50 part-time staff members. They are responsible for the following:
- Recruit, interview, hire and manage all Service Associates for the Ritchie Center.
- Provide ongoing monthly training and coaching for part time employees including operating and safety protocols, job specific responsibilities, and live action training.
- Ensure all staff have completed required certifications and training prior to working; maintain certification expiration dates and ongoing training.
- Schedule all staff and ensure coverage at programs, events, and operations.
- Manage bi-weekly payroll to budgeted parameters.
Operations:
- Ensure daily management, safety, service and quality throughout the Coors Fitness Center, Gates Fieldhouse, and Joy Burns Arena.
- Serve as Manager on Duty during weekly assigned times to manage operations within open venues.
- Conduct weekly inspections of venues and ensure service work is completed after submitting work orders.
- Maintain daily quality and cleanliness of venues through management of part time staff.
- Ensure check-in procedures are defined and being followed properly.
Communication:
The Member Services Manager will communicate with students, faculty/staff, alumni, and members to execute a successful service offering. This will include the following:
- Monthly newsletters for Coors Fitness Center members to maintain a flow of communication and satisfaction.
- Maintain up to date website.
- Respond to membership inquiries in real time by managing phone, chat, and email.
- Ensure part-time staff communicate with members and providing a welcoming, service and quality focused atmosphere.
Knowledge, Skills, and Abilities
- Staff Management: ability to motivate and build relationships with part-time staff to achieve desired outcome in relation to a high-quality service and experience for students, members, and guests.
- Customer Service: ability to engage and strengthen our relationships with students, alumni, and the Denver community.
- Physical Demands: Employee is regularly required to be able to operate work-related equipment. The employee must be able to frequently move about the facility with the capability of transporting equipment or objects up to 50 pounds. The employee must be able to effectively communicate verbally with customers and employees of the university.
- Mathematical Skills: Ability to calculate figures and amounts such as discounts, percentages, and participation statistics. Also, familiarity with financial concepts such as budget development/forecasting, depreciation, contribution margin, etc.
- Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization may exist. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
- Other skills and abilities: ability to work with the public with tact and judgment. Excellent organizational skills required.
Work Schedule
Position will be required to work a varied schedule Tuesday through Friday 11am-7pm, and Saturday 9am-5pm. Schedule may change depending on needs of Division.
Required Qualifications
- Bachelor’s Degree
- Minimum of 1 year of related experience
- CPR; First Aid; AED; Blood Borne Pathogen; Concussion Training
Preferred Qualifications
- Master’s Degree
- CPR/AED/First Aid Instructor
- Minimum of 3 years of related experience
