Membership and Guest Services Supervisor - job 1 of 2

Job Title: Membership & Guest Services Supervisor
Department: Spartan Recreation
Supervisor: Director, Facilities
Location: Spartan Recreation and Aquatic Center (SRAC)
Classification Title: Full-Time
FLSA Status: Exempt
Grade: 5
Compensation: $64,480 – $87,711

The Student Union, Inc. is 501(c)(3) nonprofit auxiliary that maintains three major facilities at San José State University in downtown San José, California. These facilities include the Diaz Compean Student Union Building, the Provident Credit Union Event Center, and the Spartan Recreation and Aquatic Center. The Student Union, Inc. functions as part of the Student Affairs Division on campus and is governed by a Board of Directors made up of a student majority, faculty, and administrators.

Mission
The Student Union, Inc. of San Jose State University supports the development, growth, and well-being of students and the campus community by providing diverse programs, desired services, and quality facilities to enhance the collegiate experience.

Job Summary
The Membership and Guest Services Supervisor is responsible for directing, overseeing and maintaining all aspects of membership, member services and support, with the goal of ensuring a high degree of satisfaction of SRAC students and members, increasing membership and program sales: membership recruitment and retention; supervising and managing all Welcome Desk staff and Equipment check out to cultivate a positive, welcoming and professional environment for members, guests and employees.

The Membership & Guest Services Supervisor is responsible for supervising approximately 30-40 student employees within membership services, the front desk and equipment checkout area within the Spartan Recreation and Aquatic Center (SRAC). Areas of supervision include revenue generation, membership & program registrations, point of sale (POS) operations, front desk staff, equipment desk staff, maintenance, and staff training. Under the general supervision of the Director, Recreation Facilities.

Essential Functions and Tasks

• Coordinate member and guest operations, including oversight of access control, locker rental, program registrations, memberships, and point-of-sale transactions.
• Hires, trains and supervises student staff to include student assistants working the SRAC front desk and equipment desk.
• Oversee equipment desk operations to include inventory, purchases and recommendations for equipment.
• Provide in person sale transactions to all members and guests through the use of InnoSoft Fusion software.
• Serve members through program and membership registration utilizing the Point of Sale (POS) terminal.
• Provide oversight and accountability for financial transactions, cash handling, and reconciliation in accordance with SUI’s accounting policies.
• Process payroll and related personnel matters for all staff in a timely manner.
• Review and maintain front desk and equipment desk policies and procedures.
• Works directly with SUI IT group for Fusion membership software, mobile app, and its selected modules, member entry control at turnstiles, point of sale (POS.)
• Serves as the primary liaison with Fusion, SUI IT and campus partners to coordinate system upgrades, data integration, and troubleshooting of the recreation management software or associated hardware (eg, turnstiles, cash register, receipt printer, etc.).
• Compiles, interprets, and maintains data for miscellaneous reports.
• Develops, maintains and forecasts a fiscally responsible budgt for the Membership & Guest Services, including revenue generation and sales expectations.
• Oversees equipment checkout, locker rental, class and program registration, and membership management.
• Instill the value of customer service standards with students through training and consistent management.
• Partner with SUI Marketing department to support the promotion of Spartan Recreation and its programs through marketing and outreach to the campus and surrounding community through direct messaging, membership drives, newsletters, and campus events.
• Partner with SUI Student Success and Assessment team on the development and implementation of a comprehensive student development program for Membership and Guest Service student assistants to ensure learning outcomes are developed and assessed annually for the student staff.
• Perform additional duties as assigned.

Knowledge, Skills and Abilities (KSAs)

• Demonstrated supervisory or management experience including selecting, training, coordinating, evaluating, and supervising employees.
• Demonstrated experience in supervision and training of student assistants.
• Knowledge of personnel management, budgeting, and facilities management.
• Strong organizational skills and ability to coordinate, organize and prioritize projects with attention to detail, and to compile, prepare, write, and review reports.
• Strong service orientation, program management, sound judgment and decision-making, critical thinking, develop original ideas, creative problem-solving skills in a varied and challenging environment.
• Demonstrated leadership and inter-personal skills and the ability to work effectively across the organization, internally and externally.
• Demonstrated knowledge of Fusion Member Management system.
• Demonstrated ability to articulate the role campus life plays in recruitment, student success, retention, and graduation, and a commitment to college student development and student leadership.
• Requires good oral and written communication skills.
• Strong leadership and organizational skills.
• Cash handling and reconciliation experience.
• Ability to coordinate, organize and prioritize projects with attention to detail.
• Ability to develop effective working relationships with student leaders, faculty/staff, community members and campus group users within a very diverse community.
• Available to work flexible work hours, including occasional weekend, evenings and holidays.
• Experience in computer applications such as: Google Suite (Gmail, Docs, Slides, Sheets, Forms, etc.) Microsoft Office (Word, Excel, PowerPoint, etc.).

Physical Demands and Work Environment

• The position works in a wide variety of environments including both a typical office as well as an outdoors and indoor facility program-oriented environment.
• The physical demands of this position are described below:
  • Sitting, walking, twisting, bending, climbing, pulling, pushing, squatting, crawling, kneeling, balancing, reaching, and coordination (eye, hand, foot).
  • Fall (Slip, Trip) Conditions that result in falls (impacts) from height or traditional walking and playing surfaces.
  • Lifting and Carrying, often 10-25lbs, frequently 26-50lbs, occasionally 50-75 lbs.
  • Hearing and speaking to exchange information in person or on the telephone.
  • Dexterity of hands, fingers, and wrist to operate a computer keyboard and calculator.
• In general, the position works a schedule based on business needs 9 a.m. - 5 p.m., Monday - Friday, occasionally works evenings, weekends, and holidays as required.

Minimum Qualifications

• Bachelor’s degree in Recreation, Sport Management or a related field or equivalent combination of education and/or work experience.
• Two (2) years full time experience in a collegiate recreation, membership sales and revenue generation
• Two (2) years of fulltime employee supervisory and management experience.
• Current First Aid/CPR/AED certification; American Red Cross.

Preferred Qualifications

• Master’s degree in Recreation, Sport Management or a related field of study.
• 3-4 years of fulltime supervisory and management experience working in collegiate recreation, membership sales and revenue generation
• Demonstrated experience in large student recreation centers, student unions, student activities, and residence life or student development proving oversight for campus fitness programs.
• Experience in a large, non-profit corporation.
• Involvement in professional societies and organizations.

Benefits
This position is employed through Student Union at San Jose State University which offers an excellent benefits package including Medical, Dental & Vision insurance (fully paid on selected packages by the company for the employee and dependents), Life and Supplemental Insurance, Vacation, Sick Leave, paid Holidays, 403(b) retirement program, tuition reimbursement, employee development opportunities and more.

Equal Opportunity/Affirmative Action
The Student Union of San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, pregnancy, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. The Student Union and SJSU have a firm and unambiguous commitment to the active elimination of discrimination, and the affirmative recruitment of a diverse, multi-racial community of students, faculty and staff.

Background Check and Fingerprinting
Student Union employees are required to undergo and completed a successful background check that includes verification of employment and education, as well as a check of criminal records for employment. Candidates for positions where the employee will come in regular contact with minors and cash management will be required to be fingerprinted. This policy includes emergency hires and may also be applicable to volunteers depending on the work they will be doing.

In some cases the background check will include a credit check and/or a Department of Motor Vehicles check, as well as a check of licenses and certificates when applicable. All background checks are conducted through the Student Union third-party vendor, Accurate Background

California State University (CSU) Learning & Development
Within the first month, all employees are required to complete the following compliance online training sessions through CSULearn, the University's employee training platform. Employees will be enrolled in the training soon after their appointment is processed and will be notified via email from CSULearn@sjsu.edu.California Child Abuse and Neglect Reporting Act
All Student Union at San Jose State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.