Front Desk Associate Lead
2 weeks ago
Location: Major R. Owens Center
FLSA Status: Full-Time, Non-Exempt
Salary Range: $40,000 Annually
About Us
The Boys' Club of New York (BCNY) is one of New York's oldest and most well-respected youth development organizations and we are moving forward with an exciting and ambitious strategic agenda. Building on over 140 years of helping boys develop into quality young men, we offer programs that help boys and young men stay in school and go on to college, discover their individual musical and artistic talent, develop healthy minds and bodies, learn leadership skills, and just have fun. We are committed to developing evidence-based programs that will be a model for youth development efforts across the field. To make this happen, we are adding to our strong team of talented professionals to deepen and broaden our impact.
Summary of Position
The Front Desk Associate Lead is responsible for overseeing the daily operations of the front desk, ensuring a high level of customer service, and supporting the Operations Manager and Operation Director with managing the front desk team. This role requires strong leadership skills, excellent communication abilities, and a commitment to creating a welcoming environment for all guests and visitors. This role reports to the Operations Director and Operations Manager.
Key Responsibilities
Team Leadership:
- Supervise and support front desk associates to ensure a smooth and efficient operation in the absence of the Operations Manager
- Provide training, coaching, and development opportunities for front desk staff.
- Communicate updates as communicated by the Operations Director and Operations Manager.
- Please greet and help guests with questions, check-ins, check-outs, and other needs.
- Escalated customer concerns or complaints, making sure that a quick and satisfactory resolution is taken care of.
- Maintain a professional and positive demeanor when interacting with guests and team members.
- Support with front desk operations, including guest registration, reservations, and billing questions.
- Ensure that all front desk processes are followed and that accurate records are maintained.
- Assist with administrative tasks, such as managing correspondence, maintaining records, and processing payments.
- Work closely with other departments and entities (maintenance, trainers, security, tenants, etc.) to ensure a seamless guest experience.
- Communicate effectively with management and provide feedback on front desk operations and guest satisfaction.
- Collaborate on initiatives to improve front desk services and overall guest experience.
- Anticipate and address potential issues before they escalate.
- Implement solutions to improve operational efficiency and guest satisfaction.
- Maintain knowledge of emergency procedures and be prepared to handle any situations that arise.
- Ensure that all front desk activities comply with company policies and regulations.
- Maintain a clean, organized, and safe work environment.
- Report any safety concerns or incidents to management promptly.
- A high school diploma or equivalent, an associate degree, or higher is preferred.
- Experience in a customer service role.
- Strong communication, interpersonal, and problem-solving skills. Ability to multitask and work effectively under pressure.
- Proficiency in using computer systems, including MS Office and reservation management software.
- A positive attitude, with a commitment to providing exceptional customer service.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
- Ability to lift up to 25 pounds
- Sick time off
Resume and cover letter required.
The Boys' Club of New York is an equal opportunity employer
and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
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