Hospitality Agent (Chinatown YMCA)

The YMCA of Greater New York reaches half a million New Yorkers through programs that focus on youth development, healthy living and social responsibility. The Chinatown YMCA is seeking experience individuals who will provide high quality service and hospitality in a fast paced environment to all constituents of the YMCA, in person and by telephone. The Incumbent will welcome all constituents and process all transactions, including facility access, and input data in the computer operating system efficiently and accurately.

Responsibilities:

Attend and successfully complete the full three (3) day Membership On-Boarding Training prior to first scheduled shift in the Branch.
Enthusiastically greet and welcome everyone who enters the Branch with a smile, soon as possible.
Scan all members into the facility access system and ensure there is a photo on file for every member.
Provide hospitality with every interaction, in person and over the telephone.
Use the micro call script, for telephone inquiries, to make an appointment with the prospective member, and provide follow up information for the Sales Team.
Transfer membership inquiries to the Membership Sales & Engagement Director or Specialist, when available.
Offer all guests and prospective members a tour of the facility.
Use professional communication to engage constituents to the Y.
Process program registrations, with a focus on engagement in the programs.
De-escalate difficult situations according to Y standards and utilize the 4 A’s – Apologize, Ask, Acknowledge, Act.
Be knowledgeable of all facility and program offerings in order to provide information to members and prospective members.
Accurately process all transactions in the AS400 database, including facility access.
Reconcile end of shift report for accurate cash handling.
Answer the phone with a smile, in a friendly and inviting manner, using the standard YMCA greeting.
Actively participate in designated meetings, training sessions, fund raising events, open houses, registration and special events.

Qualifications:

High School diploma or equivalent; coursework towards Bachelor’s degree preferred.
Two to five years of customer service experience.
Strong interpersonal skills with the ability to quickly build rapport and credibility.
Entrepreneurial spirit with the ability to work a variety of hours, including daytime, evenings and weekends.
Ability to work in a fast paced environment and deal with pressure.
Excellent service and hospitality skills.
Knowledge of Microsoft Office.

We offer an exciting and innovative work environment with an organizational culture committed to serving all members of our community. As a leading not-for-profit, community service organization, our Association relies heavily on fundraising to support the wide range of programs we proudly provide the communities we serve. Our expectation is that all staff promotes participation of their branch fundraising efforts in some capacity. If you would like to be a member of our dynamic team, please forward your cover letter and resume with subject line “ Hospitality Agent ” via e-mail or to:

Chinatown YMCA

Attn: Brian Koehler

273 Bowery

New York, NY 10002

*New York City’s YMCA | WE’RE HERE FOR GOOD.