Welcome Desk Assistant Manager – Wake Forest University – Winston-Salem, NC

Welcome Desk Assistant Manager
Wake Forest University
88 reviews

Winston-Salem, NC

Full-time, Part-time

*Cover letter is required with application.*


Summary:
The Welcome Desk Assistant Manager is responsible for overseeing day-to-day operations of the Wake Forest Wellbeing Center welcome desk including, but not limited to, business and financial services, member management, facility access, equipment checkout, and guest services. This position also ensures excellent service to students, faculty, staff, community members and campus guests.


Essential Functions:

  • Assists the Welcome Desk Manager with recruiting, training, supervising, and evaluating student and part-time employees with an emphasis on customer service skills.
  • Develops shift schedules for student and part time staff, ensuring that the welcome desk is adequately staffed during all hours of operation.
  • Performs daily business transactions and member service functions including membership sales, program registrations, informal recreation equipment checkout, locker rentals, facility access verification and retail sales. Assists with maintenance of member management software system; maintains confidentiality of member records and University financial information.
  • Upholds and clearly communicates facility and university rules and regulations.
  • Maintains constant situational awareness of potential threats.
  • Assists with maintaining inventory records for the welcome desk retail operation.
  • Assists with fiscal accountability, helps to maintain accurate financial records and may assist with the preparation of bank deposits as needed (i.e. cash, checks, charge card slips, and internet settlements, while adhering to the University policy for cash handling).
  • May assist with the collection and reporting of evaluation and assessment data (i.e. number of facility users, reservations, and sales data) in support of special projects.
  • Serves as the first point of contact in the Wake Forest Wellbeing Center while on shift. May provide administrative and special project support to the Operations Manager and Executive Director of Campus Recreation if needed.
  • Ensures a high level of customer service; creates a welcoming and inclusive environment for all members of the campus community and guests.

Other Functions:

  • May assist Operations Manager with administrative tasks including, but not limited to, data collection and entry, special projects related to marketing, benchmarking, Workday, and other special projects as assigned.
  • May assist with, and/or work special events and projects in the Wellbeing Center, some of which may require weekend work.
  • May assist with maintenance of Campus Recreation website in WordPress and facility reservations using EMS.

Required Education, Knowledge, Skills, Abilities:

  • At least 4 months of experience in working with cash register, daily reconciliations, retail sales, or point of sale systems and customer service. Proven knowledge of cash handling, balancing, and reconciliation procedures.
  • Ability to work effectively with employees who have a variety of skill and experience levels.
  • High degree of professionalism, integrity, and dependability.
  • Ability to work independently, with minimal supervision, and be flexible.
  • Demonstrated ability to maintain strict confidentiality of privileged information and perform a wide range of duties that require tact, sensitivity, independent judgment, diplomacy, organizational skills, flexibility, and discretion.
  • Excellent interpersonal skills and customer focus, with the ability to project a collaborative and professional demeanor with a wide range of constituencies in a diverse university community.
  • Ability to use good judgment and individual discretion in responding to inquiries, and unexpected customer needs and requests.
  • Ability to organize workflow and manage multiple tasks and functions simultaneously with attention to detail.
  • Problem-solving skills, and ability to effectively resolve conflict.
  • Self-motivated and committed to continuous improvement.
  • Excellent written and verbal communication skills.
  • Ability to analyze, interpret, and enforce Wake Forest Wellbeing Center policies and procedures and suggest edits as needed.
  • Ability to collaborate, develop partnerships, and work effectively independently as well as part of a team.
  • Proficiency in Microsoft Office (i.e. Excel and Word), Google Docs and Sheets, and other common internet-based applications. Ability to assess, operate, and trouble shoot a variety of office and retail equipment (i.e. fax, copiers, credit card terminals, cash registers).
  • Must be open to working a flexible schedule as demanded by the nature of the business, as shift and schedules may vary throughout the year (i.e. summer and academic year breaks – spring, fall, winter, etc.)
  • Other duties as assigned.

Preferred Education, Knowledge, Skills, Abilities:

  • Associate’s degree
  • Experience in a university environment, working directly with students.
  • Experience in recreation and/or fitness.
  • Experience with membership management software, facility reservation software, and scheduling software.

Accountabilities:

  • Responsible for own work.
  • Fiscal responsibilities
  • Assists with ensuring adequate coverage and staffing of the welcome desk during all hours of operation.

Note: This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce, and encourages qualified candidates across all group demographics to apply.

Required Skills

Required Experience


88 reviews

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