TITLE:  Facility and Services Supervisor 
DEPARTMENT:  Operations
REPORTS TO:   Operations & Services Director (direct), and Assistant Operations Managers  

JOB OVERVIEW: 

The Arlen Specter US Squash Center (“Specter Center”) serves as US Squash’s national headquarters and resides on the campus of Drexel University. The mission of the facility is to increase access, encourage sportsmanship and achieve excellence. The Specter Center will house an engagement-focused Learning & Innovation Center, the U.S. Squash Hall of Fame, serve as the training facility for US Squash’s National High-Performance Athletes, and have an active membership and guest participation from the community. 

The primarily role of this appointment is to provide direction, guidance and support for front desk team members and ensure friendly and efficient service and smooth front-of-house operations is achieved. This supervisor will be involved in Specter Center events, activities and programs; will manage court reservations, monitor, and sell pro shop merchandise, open/close registers, provide a base-level of security at the entrance(s), and will be responsible for opening and/or closing the facility.  Reporting to the Director or Operations & Services, this individual is a role model, sharing experience and continually inspiring the front desk team.  

ESSENTIAL JOB FUNCTIONS 

  1. Interview, train, schedule, coach and support associates, ensuring they perform in accordance with Specter Center core values. 
  2. Oversee all front office operations in the absence of Operations Management. 
  3. Remain an active participant at the front desk, including checking in/out guests and members, making court reservations, booking services, and handling guest requests. 
  4. Resolve guest complaints and concerns by conducting thorough research of the situation, taking direct action (when possible) and determining the most effective solutions. 
  5. Meet and greet all members/guests appropriately and according to standards provided by management. 
  6. Answer all incoming calls within three rings. Answer queries, provide information, and direct calls to the appropriate person. 
  7. Monitor the pro shop and attend to all customer questions and inquiries. 
  8. Process sales of pro shop items and facilitate refunds. 
  9. Assist members and guests in charging for court times, locker rental, services, and other fees via proper and proficient use of Club Locker. 
  10. Monitor cash drawer during entire shift and maintain responsibility for the proper opening/closing of each cash drawer. 
  11. Ensure front office supplies and merchandise for the pro shop fully stocked, and inventory is maintained. 
  12. Oversee the lost and found and day-use lockers – ensuring any remaining items in lockers are removed at the end of each day. 
  13. Responsible for opening/closing the Specter Center. 
  14. Assist Housekeeping with maintaining cleanliness of Front Desk area, and public spaces, when requested. 
  15. Organize and log all lost and found items. 
  16. Provide CPR/First-aid as needed.   
  17. Assist customers in organizing restringing of racquets. 
  18. Assist maintenance staff with court cleaning and upkeep, and other small administrative projects.  
  19. Contribute to overall team effort by completing additional duties as assigned. 
  20. Ensure cross-departmental channels of communication among staff are consistent and complete. 
  21. Capable of managing a staff. 
  22. Ability to communicate effectively daily tasks and updates to front desk team and management. 
  23. Perform the requirements of the department knowledgeably and proficiently. 
  24. Capably answer questions about the entire facility or obtains effective and prompt assistance. 

Must be experienced and skilled in Microsoft Office and should possess strong administrative and organizational skills. Applicants must place a premium on customer service, and thrive in a fast-paced environment while working within a team. Experience in squash is desired. 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. 

QUALIFICATIONS 

Essential: 

  1. Exceptional customer service skills with previous customer service experience. 
  2. Excellent communication skills, both written and verbal. 
  3. Ability to work as dedicated by business level. 
  4. Computer knowledge and experience. 
  5. CPR/First Aid/AED certified (Red Cross) 
  6. Proven ability to: 
  • Perform job functions with attention to detail, speed, and accuracy. 
  • Prioritize and organize. 
  • Resolve problems calmly, using good judgment. 
  • Work independently. 
  • Understand customer service needs and solve them proactively. 
  • Work effectively with managers and co-workers. 
  • Work under stress in a fast-paced environment. 

Desirable: 

  • Club or Hotel/Resort customer service background. 
  • Experience as a Front Desk Supervisor. 

Safety Responsibilities 

All employees must learn and comply with all Specter Center safety rules; must use appropriate safety equipment at all times; must immediately report all unsafe conditions to supervisors; must be familiar with all safety features or equipment, machinery or materials encompassed by job duties; and must check with supervisor if there is a question as to the safe procedure to be used for any job function. 

US Squash is committed to providing equal employment opportunities to candidates and employees without regard to race, religion, creed, age, sex, marital status, disability, national origin, ancestry, or any other characteristic protected by law. 

Interested candidates are kindly asked to send cover letter and resume via email to sscareers@ussquash.comApplications will be reviewed weekly through Labor Day.