Member Experience and Facility Associate

About Company:

MISSION

Berkshire Family YMCA is a 501(c)(3) cause-driven nonprofit organization whose mission is to put Caring, Honesty, Respect and Responsibility into programs that build healthy spirit, mind and body for all.

VISION

The Y’s Commitment to America is developing new generations of changemakers who will create communities we all want to live in. We envision communities where all people achieve health, gain confidence, make connections and feel secure at every stage of life.

PURPOSE

The Y is the leading nonprofit committed to strengthening community by connecting all people to their potential, purpose and each other. Working locally, we focus on empowering young people, improving health and well-being, and inspiring action in and across communities. By bringing together people from different backgrounds, perspectives and generations, we ensure that we all have access to the opportunities, relationships and resources necessary to learn, grow, and thrive.

VALUES

CARING: Show a sincere concern for others

HONESTY: Be truthful in what you say and do

RESPECT: Treat each other as we’d all like to be treated

RESPONSIBILITY: Be accountable for your promises and actions

PERSONALITY

WELCOMING: We’re open to all and create spaces where you can be, belong and become

GENUINE: We value who you are and encourage you to be true to yourself and others

NURTURING: We’re with you on your path to reach your full potential

HOPEFUL: We believe in your ability to inspire a brighter tomorrow

DETERMINED: We work relentlessly to strengthen communities, starting with you

AREAS OF IMPACT

FOR YOUTH DEVELOPMENT: Empowering young people to reach their full potential

FOR HEALTHY LIVING: Improving individual and community well-being

FOR SOCIAL RESPONSIBILITY: Providing support and inspiring action in our communities

About the Role:

The Member Experience and Facility Associate plays a crucial role in ensuring that all members receive exceptional service and that the facility operates smoothly and efficiently. This position is responsible for creating a welcoming and safe environment by addressing member needs, managing facility upkeep, and supporting daily operations. The associate acts as a primary point of contact for members, resolving inquiries and concerns promptly to enhance overall satisfaction. Additionally, this role involves coordinating with various teams to maintain cleanliness, safety standards, and operational readiness of the facility. Ultimately, the Member Experience and Facility Associate contributes to fostering a positive community atmosphere that encourages member engagement and retention.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or facility operations.
• Basic knowledge of safety and maintenance protocols.
• Strong communication and interpersonal skills.
• Ability to work flexible hours, including evenings and weekends.

Preferred Qualifications:

• Associate degree or higher in hospitality, business administration, or related field.
• Experience working in a recreational, fitness, or community facility environment.
• Certification in first aid, CPR, or emergency response.
• Proficiency with facility management software or customer relationship management (CRM) tools.
• Demonstrated ability to handle conflict resolution effectively.

Responsibilities:

• Greet and assist members upon arrival, providing information about facility services and programs.
• Respond promptly and professionally to member inquiries, concerns, and feedback to ensure a positive experience.
• Monitor facility conditions regularly, reporting maintenance issues and coordinating repairs as needed.
• Maintain cleanliness and organization of common areas, equipment, and amenities to uphold safety and aesthetic standards.
• Support the implementation of facility policies and procedures to ensure compliance and member safety.
• Assist with scheduling and coordinating facility usage, including events and member activities.
• Collaborate with team members to improve service delivery and operational efficiency.
• Document and track member interactions and facility incidents accurately for reporting purposes.

Skills:

The required skills such as strong communication and interpersonal abilities are essential for engaging with members and addressing their needs effectively on a daily basis. Customer service expertise enables the associate to create a welcoming atmosphere and resolve issues promptly, enhancing member satisfaction. Knowledge of safety and maintenance protocols ensures the facility remains secure and operational, which is critical for daily facility management tasks. Preferred skills like proficiency with facility management software streamline scheduling, reporting, and coordination efforts, improving overall efficiency. Additionally, conflict resolution and emergency response skills help the associate manage unexpected situations calmly and professionally, maintaining a safe and positive environment for all members.