Front Desk Lead

4 weeks ago

Orlando, Florida, United States teamworkonline Full time
Who We Are

We are Tennis The USTA (United States Tennis Association) is the national governing body for the sport of tennis and the leader in promoting and developing the sport's growth on every level in the United States, from local communities to the crown jewel of the professional game, the US Open. Why Work for the USTA? We are a passionate team of staff and volunteers focused on growing the sport of tennis and making it accessible to all. We are committed to removing barriers and creating opportunities for ALL to participate. Don't know tennis? Don't worry, you can still find yourself in the game
The Role

Front Desk Lead is responsible for overseeing front facing staff operations and customer service. Lead and facilitate all campus operations to include EMS protocols, campus closing procedures, and be in direct contact with the National Campus leadership team.
Front Desk Lead
  • Meet and greet all guests that enter the Welcome Center and serve as a concierge desk providing them with Campus events and local information.
  • Be able to fully describe our programs and offerings
  • Assist in answering all phone inquiries to the National Campus main phone number. Checking voicemail and returning calls for guest inquiries.
  • Process payments and ensure all unpaid fees are collected for the day
  • Accurately account for all courts during shifts. Such as supervising courts when possible for players exceeding time and adjusting charges.
  • Responsible for auditing court sheet for accuracy throughout shift and making sure previous days have been reconciled appropriately
  • Responsible for crafting, implementing, and modifying the weekly schedule for part-time front desk staff.
  • Responsible for crafting training strategy and implementation on an ongoing basis.
  • Acquire and share feedback from guests regarding their onsite experience and ways to improve it
  • Operate light panels for outdoor courts and monitor usage based on courts in use.
  • Coordinate front desk area to be up to date with current information, stocked with materials, and rotate out old materials

MOD
  • In emergencies, assume the lead role and act quickly to work with the National Campus Medical Team (Advent Health) and delegate responsibilities to fellow employees to facilitate a smooth medical event.
  • Connect with senior leadership on any items or concerns related to their areas
  • Work with the tennis mentor team and Front Desk team to make the final decision if the campus should be closed due to weather or extenuating circumstances. Use good judgment to assess the situation at the moment and how it will be in the future hours.
  • Support Events team with set-up and breakdown for tournaments and events (signage, tents, tables, stanchions) as needed
  • Perform regular walk-throughs to ensure the campus is locked and secure
  • Proactively check inand connect with all areas of the National Campus (Front desk, courts and grounds, medical, Net Post, Pro Shop, Player Development, and Lodge)
  • Thor Guard App - monitor and plan accordingly for weather issues throughout the shift
  • Check the Court Reserve app to verify whether the court play has been booked and if the courts have been paid for or reserved.
Other duties as assigned by Front Desk & Tennis Programs Business Manager & NC Leadership
Who You Are
  • Excellent guest service skills
  • Excellent phone manner
  • Project a professional company image through phone and in–person interaction.
  • Computer proficiency. Able to learn new programs.
  • Evenings and a weekend day are required
  • Proven record showing judgment in making key decisions and acting responsibly during emergencies
  • Demonstrates proficiency in presenting with guests of all ages and abilities
  • CPR & AED certification preferred.
  • 5 years of Management experience is helpful and a proven record with problem-solving and customer service to ensure all operations run efficiently.
  • Knowledge of tennis is a plus although not required.
  • The positions considered non-exempt
  • This position is designated as "on-site" in Orlando and requires the employee to be at the office site to complete the required tasks associated with the position.
The expected range for the base salary for this position is $35,000 to $38,000/yr. Any additional pay or benefits a person may qualify for, are not included in this range. The actual base salary offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, the years of relevant experience, their unique skills, and the location from which they will be performing the job

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