Harvard Recreation, proudly managed by HealthFitness, is seeking a Lead Front Desk Attendant to join the team on campus in Cambridge, Massachusetts. This is an exciting opportunity for a customer-focused, proactive individual who thrives in a dynamic, higher education environment. If you lead by example and are passionate about delivering exceptional service, we’d love to have you on our team.
Full-time: 30-40 hours per week
Schedule: Sunday-Thursday 4pm-11pm during academic year. Schedule will vary during non-academic year, based on facility hours.
Key Accountabilities:
Keep up to date with Front Desk Staff guidelines, expectations, and procedures to adhere, enforce, and build confidence with colleagues to promote and maintain staff efficiency and effectiveness.
Promptly escalate performance concerns directly to the Membership Manager, providing the management team with timely insights into the performance of the Front Desk staff during their shifts.
On-site assistance with facility oversight and operations to provide efficient upkeep of the three Harvard Recreation buildings. Identify needs and communicate with the Membership Manager & Operations to submit work orders, filing the necessary information on the Operations Communications Log, determining when to get in contact with Control Center for immediate response while maintaining a constant physical presence within the facility, and other operational processes.
Provide presence and guidance for departmental staff working on-site in the absence of management.
Support the Assistant Membership Manager with onboarding of Front Desk staff, including leading training sessions, leading shift shadowing sessions and participating in staff job interviews.
Work in a heavy customer-facing role, such as member check-ins, guest sign-ins, and transactions, as well as assisting with membership sales and renewals, as needed.
Responsible for safety and well-being of all guests, visitors and members who utilize the facilities, including responding to sudden medical emergencies and providing proper CPR/AED and First Aid care.
Leverage outstanding interpersonal skills to drive member retention and deliver meaningful customer service in a heavy customer-facing role. Ensure all guests, visitors, and members receive exceptional service while thriving in a fast-paced, team-oriented environment.
Work daily with computers and willingness to learn new computer applications and skills to troubleshoot on the go.
Other duties as needed/assigned.
Minimum Requirements:
High school diploma or GED and 2+ years of in-person customer service experience.
OSHA compliant Adult First Aid/CPR/AED from American Red Cross, American Heart Association, National Safety Council, or American Safety & Health Institute required within 90 days of hire.
Basic computer skills (word, excel, outlook etc.) and working knowledge of a member management/point of sale system. Ability to navigate electronic systems, learning new systems, and troubleshoot systems is required.
Strong interpersonal, accountability and customer service skills.
Proven capability to succeed in a collaborative team environment.
Preferred:
Experience with training and onboarding staff.
Experience overseeing part-time staff.
Proven problem-solving skills and the ability to troubleshoot on the go.
Come join HealthFitness! Join a team that will not only utilize your current skills but will enhance them as well. We offer a comprehensive benefit package that includes Medical/Dental/Vision plans including HSA, PPO and FSA options, retirement/401(k) with employer matching program, fitness and wellness programs incentivized with medical plan discounts, certification reimbursement program, tuition reimbursement, paid new parent leave, paid Holidays and PTO (starting at 3 weeks for full-time associates), volunteer paid time off and much more.
HealthFitness is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business. We are an equal opportunity employer, including disability and protected veteran status.