Welcome Center (Front Desk) Supervisor

Job Description

Job Description

Position Summary:
The Welcome Center Supervisor oversees daily operations to ensure an exceptional guest experience and a smooth, efficient workflow. This role leads Welcome Center staff, maintains high visual and service standards, and supports organizational goals through strong customer service and hands-on leadership. The position averages 28 hours per week, split between on-floor supervision, staff training, and administrative responsibilities, with a schedule that includes mornings, evenings, and weekends.

Key Responsibilities

Guest Services & Front Desk Operations

• Provide a welcoming, professional, and service-oriented environment for all members and staff.
• Resolve escalated inquiries, concerns, and service issues promptly and professionally.
• Ensure Welcome Center processes, such as: check-ins, registrations, tours, and information requests are completed accurately and efficiently.
• Take the lead in assisting members while always leading by example.
• Maintain thorough knowledge of programs, services, events, and policies.

Staff Supervision & Training

• Train, and supervise Welcome Center staff. While assisting the Director of Membership Services in the hiring process.
• Complete staff schedule in a timely manner following the budget set by the Director of Membership Services.
• Responsible for securing coverage for employee call-outs and assuming the shift when coverage cannot be arranged.
• Provide ongoing coaching, and constructive feedback to welcome center staff.
• Foster a positive, collaborative team culture that starts with you.

Operations & Administration

• Oversee daily financial transactions, cash handling, and reconciliation.
• Complete and file all necessary membership paperwork, including but not limited to: Membership Agreements, Cancellation Forms, Change Forms, and Scholarships.
• Manage visitor flow, facility usage, and front-desk technology systems.
• Regularly inspect the Welcome Center area to ensure cleanliness and organization.
• Ensure compliance with safety procedures, security protocols, and organizational policies.

Scheduling

This part-time position averages 28 hours per week, with a schedule based on business needs that includes early mornings, evenings, weekends, and holidays. The role requires flexibility to cover shifts when coverage cannot be secured. Additionally, the position requires availability on the 1st, 14th, and 15th of each month, as well as the last two days of the month, to ensure timely completion of administrative paperwork.

Qualifications

• High school diploma or equivalent required
• 2–4 years of customer service experience; 1–2 years in a supervisory or lead role preferred.
• Strong interpersonal, communication, and conflict-resolution skills.
• Ability to multitask, prioritize, and work in a fast-paced environment.
• Proficiency with computer systems such as CRM, scheduling, or membership software.
• Ability to work flexible hours, including evenings, early mornings, weekends, and holidays.