Guest Services Director

Job Title: Guest Services Director  

Department: Membership 

Classification: Full time, Exempt 

Job Grade: 12 

Reports to: VP of Community Engagement   

Our Culture  

Our mission and core values are brought to life by our culture. In the Y, we strive to live our cause of strengthening communities with purpose and intentionality every day.  We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.  

Position Summary  

This position supports the work of the Y, a leading nonprofit, charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Guest Services Director at the Eugene Family YMCA intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined while also overseeing the internal control, compliance, expansion, and excellence of the Y’s membership services.   

Essential Functions  

• Oversees, monitors and is accountable for maximizing the Y’s engagement with our members; ensures engagement across all membership categories, discount groups and the entire membership life cycle 

• Oversees, monitors and is accountable for advancing and achieving the Y’s membership financial goals 

• Develops a vision and framework for the implementation, execution, and evaluation of YUSA’s leading membership practices 

• Develops a vision and framework for tracking, analyzing, and responding to KPIs and metrics related to membership goals and outcomes 

• Develops a vision and framework for advancing the Y’s utilization of core member engagement tools such as Daxko Engage 

• Oversees, monitors and is accountable for incident responsiveness, investigation, completion, documentation and tracking at Y-owned facilities in areas of member stewardship 

• Supervises Managers-on-Duty and a team of Membership Representatives that work at multiple locations 

• Recruits, hires, supervises, trains & develops a team of Membership Department staff  

• Provides clear and direct communication to staff, gives feedback and conducts performance evaluations and discussions, and follows-up on execution 

• Leads monthly department staff meetings to ensure alignment, create awareness of Y programming and initiatives, and foster a culture of engagement and customer service on the team 

• Help create organizational best practices and systems that remove barriers and foster equity and inclusion for all 

• Handles and resolves concerns or questions in an empathetic and professional manner; informs supervisor of unusual situations or unresolved issues  

• Participates in various standing committees and temporary task forces as needed  

• Completes all required trainings as assigned by supervisor, by scheduled due date 

• Must maintain a current, valid Oregon driver’s license, a DMV driving record that meets YMCA standards, and evidence of insurability throughout entire term of employment.  

• Protects organization's value by keeping information confidential always.  

• Performs other duties as assigned 

Minimum Qualifications  

• Four-year degree in Business, Marketing, Communications, Hospitality Management or a related field; or equivalent number of years working as a leader in a hospitality or guest-services industry; 

• At least 4.5 years of directly relevant customer service experience, supporting a complex organization with multiple revenue streams or funding sources 

• At least two years of previous supervisory experience; including hiring, onboarding, evaluation, and scheduling  

• Previous experience managing the core financial functions of a department or division such as budgeting, forecasting, and expense coding 

• Must possess a strong understanding of customer service and the ability to evaluate complex information resulting in actionable recommendations to senior leadership.  

Preferred Qualifications  

• Previous YMCA leadership experience  

• Conversational fluency in Spanish or another language 

Work Environment & Physical Demands  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device.  

• The employee must pay frequent, and precise, attention to pressing deadlines and details.  

• The employee frequently is required to sit and reach, and must be able to move around the work environment.   

• The employee must intermittently lift and/or move up to 25 pounds.    

• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust.  

• The noise level in the work environment is usually moderate.   

Employee Benefits & Discounts  

• Careers | Eugene Family YMCA (eugeneymca.org)  

The Eugene Family YMCA is an Equal Employment Opportunity Employer.  
 
 

The Eugene Family YMCA is committed to creating an environment of mutual recognition where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. The Y believes that diversity, inclusion, and a sense of purpose and belonging in the workplace are critical to the achievement of our mission. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.  

If you need assistance or an accommodation due to a disability, you may complete the ADA Accommodation Request Form; or contact us at hr@eugeneymca.org or 541-686-9622.  

The Y: We're for youth development, healthy living, and social responsibility.