This position is responsible for creating a customer-centered, efficient and technologically advanced member services operation. This role is responsible for the implementation of best practices reflective of current trends in the industry, facility reservations, and the management of a comprehensive member services program. The member services program is comprehensive and includes facility access/security, patron satisfaction, program promotion, member communications, revenue generation, student staff oversight, community engagement and department marketing.
Manage a comprehensive Membership Services program to include Campus Recreation member recruitment, access (key and card), relations and retention through communication, assessment, and internal collaboration to enhance program services and offerings in support of achieving high member satisfaction.
Review, evaluate, process, coordinate and schedule facility reservation requests for the Recreation Center, Aquatic Center, South Rec. Fields Complex and natural turf fields by utilizing the Event Management System (EMS)
Oversee customer service operations related to access control and guest services; administer facility software that includes all in person and online transactions for Campus Recreation related to point of sale, member/participant facility access, program registration, financial reporting, membership database, equipment rental and locker rentals.
Coordinate, plan and execute department signature events in conjunction with programs internal to Campus Recreation. Such events include Rec the Night, Family Weekend 5k, NIRSA day, etc.
Represent the department as the liaison to NAU and external groups for outreach and marketing events such as New Employee Welcome, Discover NAU, International tours, etc.
Responsible for assisting in the preparation, forecasting and monitoring of income and expense budgets as it relates to all memberships, lockers, membership programming and facility reservations.
Hire, develop and supervise student staff who assist in reservations and member services.
Administration of departmental software solutions (Fusion, Lenel and EMS) which includes assigning user and member access, training personnel, managing facility operation hours and maintaining accurate reservation data.
Prepare regular written communication such as monthly, quarterly and annual reports, financial and participation reports, and equipment inventory reports as needed.
Develop, coordinate, and further develop on-campus partnerships to execute membership retention and revenue generating programs (i.e. Alumni outreach, family night out, birthday parties, family fitness classes, member tournaments, etc.)
Assist in department marketing to create engaging and exciting content that is pertinent to member services.
Cultivate an inclusive, safe, and diverse environment for staff, members and guests; address patron behavior, concerns, and conduct issues as necessary.
Assess effectiveness and satisfaction of programs, services and facilities to support departmental mission and values to guide decision making.
Collaboratively develop and/or revise policies/procedures, programs and management methods.
Focus on internal customer service to develop collaborative relationships and cultivate open lines of communication within the CRS to enhance departmental initiatives, programs, services, events and activities.
Participate in university wide committees and work groups to contribute to the advancement of the University’s mission.
Other duties as assigned to support division and departmental vision, objectives, and goals.
Bachelor degree in Sport Management, Parks & Recreation Management, Hospitality Management, Business Management or related field.
Minimum of 2 years progressively responsible work experience in customer service environments.
Supervisory experience of part time staff.
Master’s degree in related field.
Experience working with marketing, member services and/or event management.
Experience in hiring, training, scheduling, and evaluating student staff.
Experience with software solutions; InnoSoft Fusion, EMS, OnGuard/Lenel
Experience working with diverse groups.
Knowledge, Skills and Abilities
Confidence in public speaking situations.
Demonstrate effective communication and presentation skills.
Knowledge in supervisory principles and practices.
Proficiency in the use of technology to improve front-line operations.
Demonstrate best practices for management of resources, budgeting and revenue generation.
Demonstrate skills in leadership, organization, and management.
Ability to analyze problems and sound judgment, leading to well thought-out decisions.
Demonstrate excellent customer service and the ability to handle conflict and diffuse situations.
Strong attention to detail and organizational skills.
Ability to develop, organize, facilitate, and evaluate membership programs.
Ability to work independently and collaboratively within a team.
Ability to work effectively with people from a variety of culturally diverse backgrounds.
Awareness and commitment to NAU’s EEO/Affirmative Action Plan and Safe Working and Learning Environment and Customer Service goals.
Additional Salary Information: ** The starting salary will be determined by the qualifications of the selected applicant.
** Excellent Benefits Package
Internal Number: 604155
About Northern Arizona University
Northern Arizona University is a residential campus of over 25,000 students, located at 7,000 feet in Flagstaff Arizona. NAU is surrounded by forests, mountains, lakes, and miles of hiking & biking trails, all within a short drive of Phoenix or Grand Canyon National Park. It is an excellent city and university in which to live and work, and we are excited to grow our professional recreation staff with the addition of this position.
Our Recreation Center is located within the 335,000 square foot Health and Learning Center (HLC), opened in 2011. This unique building engages students in holistic learning by integrating recreation, health services, athletics, and classrooms into one central location. Opened in February 2016, the Aquatic & Tennis Center features two world class pools and six indoor tennis courts, with six additional outdoor tennis courts as well as an outdoor grass playing field. The department also features three outdoor sports facilities and an outdoor challenge course. www.nau.edu/recreation