Lead Operations Clerk

The Lead Operations Clerk

• Leads by example and is a mentor and role model to co-workers
• Must have prior fitness center experience, preferably with UCSF Fitness and Recreation
• Acts as the lead and primary contact person at the fitness center in the absence of Operations Supervisors, Managers and other fitness Center leadership
• Must be energetic, outgoing, articulate and have good verbal and written communications skills
• Is focused on high quality customer service/hospitality and possesses the skills necessary when interacting with difficult people in an often-high pace, demanding environment
• Should be able to work independently and as part of a team often leading a team of 2-3 coworkers
• Can respond to member suggestions, concerns, and complaints in a timely, professional, and consistent manner
• Experience in sales processing, program registrations, member facility check-ins
• Completes and or delegates front desk administrative duties as directed by Fitness Center Operations and Facility Managers
• Provides support to fitness programmers and managers
• Ensures facility cleanliness and manages supplies in our fitness areas
• Assists with towel laundry services
• Must have obtained Red Cross CPR/AED and First Aid Training certification within the first 3 months of employment (Training and Certification will be provide)
• Is willing and able to assist in emergencies and/or facility evacuations and ensure safety at all times (Think: facility access controls or unsafe use of fitness equipment)
• Should be comfortable working on a computer, using various applications and able to multitask during peak times
• Has an interest in advancing their careers in fitness, health or wellbeing, customer service an/or supervision

About Us:

UCSF Fitness and Recreationoperate two fitness centers at UCSF. We providefitness and wellbeing services to UCSF Students, Faculty, Staff and Community members through a broad range of fitness, recreation, aquatics, personal training, outdoor programs, and health and wellness programs.

We make life better here by inspiring fitness and wellbeing for everyone. UCSF Fitness & Recreation's mission is to enrich the human spirit, quality of life, and community at UCSF. We are passionate fitness and recreation professionals committed to doing quality work. We fulfill that mission by providing our members with exceptional service, knowledgeable staff, a wide variety of activities, and a clean environment. We are a customer service division, providing needed services on all UCSF campus sites and delivering these services with PRIDE: Professionalism, Respect, Integrity, Diversity and Excellence.

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

75

Yes

Customer Service & Operations

Responsibilities include:

• All phases of customer reception, greeting, problem solving, retention, and operations, including customer interactions, member activity maintenance and program sales, and member appreciation events as outlined by the Operations Manager and Assistant Managers in an effort to retain members and ensure monthly program revenue goals are achieved or surpassed.

• Wear uniform/dress code including nametag, and as lead make sure coworkers are following as well.

• Help ensure the safety of staff and members by following and enforcing UCSF and Fitness and Recreation Policy and act as lead point of contact when operations management is out of the office during evenings and weekends.

• Help ensure the safety of staff and members by following and enforcing UCSF and Fitness & Recreation policy, code of conduct, and directions of the Operations Manager and Assistant Managers.

• Proactively provide exceptional customer service and troubleshoot problems, creating win-win solutions for members and guests. May require detailed review of member situation, payments, and facts.

• Clearly communicate information regarding multiple new and on-going Fitness & Recreation Center programs and services to members, guests, and event attendees. Includes providing and clearly explaining organized, relevant informational handouts/schedules of program information, and answering questions as needed and act as lead if other customer service clerks have questions regarding programs and services.

• Read, understand and explain current and new Fitness and Recreation policies, programs and procedures to staff and customers. Includes responding to phone, e-mail, and web inquiries, as well as follow up when needed.

• Participate and assist in member and staff facility evacuations due to fire alarm, power outage or UC Police direction and act as lead point of contact for the facility when necessary (in the absence of the Operations Management)

• Responsible for Opening of facility in morning (5:30am M-F and 7:30am Sat and Sun) and/or closing and securing at night (10:30pm M-F and 8:30pm Sat and Sun) and act as lead for coworkers whcn completing closure task

25

Yes

Administrative & Clerical Duties

Responsibilities include:

• Maintaining, straightening up and cleaning front desk, fitness floor and all facility areas so that all equipment is put away in its proper place at service desk and in the fitness areas.

• Laundry duties including turnover of laundry loads, loading and unloading machines, pick up and emptying of towel bins for laundry service and directing customer service clerks of rotations.

• Assists in meeting cleanliness standards of the facility, for example vacuuming, dusting, sweeping, restocking cleaning solutions & supplies, and wiping hair and debris from drains throughout the fitness center and locker rooms

• Assist in maintaining retail inventory items.

• Assist with data tracking and implementation of daily operations (Group X Fitness classes and court reservation bookings) and providing feedback and suggestion recommendations for improvements.

• Create, monitor, and modify in real time the Aquatics and Group X Fitness classes in CSI software program used by clientele and staff for booking classes and act as lead administrator when program changes occur when program managers are out of the office.

• Process and secure all paper and electronic documents related to program registration for compliance and customer protection and security