University Enterprises, Inc. (UEI) is seeking a Coordinator of Member Experience for The WELL at Sacramento State and the University Union Operation of CSUS (Union WELL Inc.) Union Well Inc. is an auxiliary of California State University, Sacramento and is a California 501(c)3 not-for-profit corporation. The corporation consists of the facility operations and programs of two buildings: The WELL (Recreation & Wellness Center) and The University Union. The WELL, totaling approximately 150,000 square feet, houses three fitness studios, a cardio suite, two fitness floors, a multi-activity court, four basketball courts, a rock climbing wall, four racquetball courts, an indoor running track, locker rooms, and conference center. The WELL is also home to Student Health and Counseling Services. The University Union facility, totaling approximately 220,000 square feet, currently houses food service operations, retail operations, multiple meeting and conference spaces, Associated Students, Inc., Student Organizations and Leadership offices, Women’s Resource Center, PRIDE Center, KSSU Student Radio, Public Information Desk, Games Room, Union Gallery, Terminal Lounge (music/video digital media), Student Computer Lounge, Meditation Room, computer and printer workstations throughout the building, a University Police Service Center, and various open lounge spaces. The facilities provide services to over 31,000 students, as well as faculty and staff on campus. Visit The WELL and Union WELL Inc. websites to learn more.
UEI offers an excellent benefits package which includes:
Participation in CalPERS Retirement Program
Paid Vacation Time – starting at 6.66 hours accrued/month
Paid Sick Time – 8 hours accrued/month
Paid Holidays – 13 paid holidays per year including paid time off the week between Christmas Day and New Year’s Day as the CSUS campus is closed
Excellent medical benefits – 100% employer paid medical & dental for employee-only coverage and low cost for family coverage
The Coordinator of Member Experience is responsible for the coordination of member on-boarding processes and facilitating an engaged membership population. This includes coordination of member education, activations, program sales, and fostering a progressively positive experience for all WELL members and guests. They will oversee all member experience personnel who provide for and engage all guests with information and opportunities related to campus recreation programs and services, building tours, and information regarding the campus. They will also be responsible for maintaining effective facility access control, managing goals related to membership and program participation; daily information exchanges; business transactions; and will assist with the development and implementation of policies and risk management procedures. In addition, the position will assist with the creation and management of the strategic plan and budget for all operations within related areas of management including membership and customer service; monitoring expenses; and working with all WELL full-time staff, and student staff to promote a positive membership experience and ensure the integrity of facility access. This position reports to, and receives direction from, the Assistant Director of Member Services and Operations. The Coordinator of Member Experience will supervise all member experience staff, to include part-time staff, interns, student assistants, casual employees, and volunteers.
Duties & Responsibilities:
Creates, leads, and schedules a dynamic and motivated staff of approximately 40-member experience and part-time student employees using high quality processes for hiring, training, developing, and evaluating.
Responsible for implementing innovative and efficient procedures, staff trainings, and accurate and timely communication strategies that ensure a positive member experience.
Manages day-to-day operations of the front desk and engagement center, including facility access control, tour schedule, transactions, member engagement appointments, communications, and guest interactions.
Manages the member and guest check in process, and trains staff on entry procedures and facility access policy enforcement.
Responsible for daily accounting transactions, including all cash, check, credit card, point of sale, refund, and cash drawer reconciliation.
Works with Business Office staff on the resolution of any unresolved accounting or business transactions.
Responsible for a comprehensive membership recruitment and retention program, including membership appreciation strategies, membership conversion growth, and fostering program participation.
Monitors and reports on membership and program sales goals and results.
Responsible for all routine membership management, including but not limited to, adjustments to existing memberships, payment scheduling, and customer service.
Coordinates regular meetings with all WELL staff in order to gather regular updates on fitness programs, intramural sports, climbing programs, special events, open recreation, facility reservations, business office updates, and any other relevant building data.
Works closely with Union WELL Inc. communication and marketing staff to develop and implement comprehensive communication and outreach plans.
Works with the Assistant Director of Member Services and Operations and all Union WELL Inc. staff when collaborating with other campus departments and divisions in conducting information sessions, workshops, and activities regarding WELL membership and other opportunities.
Supports and maintains a sound working relationship with Student Health and Counseling Services in order to create a dynamic and fully collaborative customer experience.
Assists with management of the student membership registration process including working directly with IT Services and Student Financial Services to ensure accurate and timely processing of student membership.
Assists with management of member conduct as it relates to policy violation and communicates issues. Works with the office of Student Conduct, Public Safety, and Student Health and Counseling Services, as necessary.
Works with staff, members, and guests on complex issues as they arise, and helps resolve member and guest concerns.
Assists the Assistant Director, Member Services and Operations with creating a strategic plan that is receptive and responsive to students, faculty, staff, and membership input regarding programs and services.
Assists with the creation and management of an annual budget for all operations within related areas of management, including membership and marketing.
Ensures all activities are conducted in accordance with established and approved policies and regulations that address participant’s safety as a high priority, as well as established service standards.
Other job-related duties as assigned.
Bachelor’s Degree in Business Management, Public Administration, Public Relations, Communications, Sports and/or Recreation Management or a closely related field.
Demonstrated supervisory or management experience, including but not limited to selecting, training, coordinating, and evaluating a diverse work force.
Demonstrated progressively responsible experience in customer service or customer experience.
Knowledge of budgeting, and facilities management.
Ability to direct management goals, to facilitate change and to create and implement innovative programs.
Demonstrated experience working with technology solutions that support front desk operations such as membership software, online reservation systems and/or database management.
Demonstrated experience working with personal computer software applications including word-processing, spreadsheet, presentation, internet, and email software, such as the programs in the Microsoft Office Suite.
Excellent verbal and written communication skills.
Ability to compile, prepare, write, and review reports.
Strong problem-solving skills.
Demonstrated ability to perform duties in a dynamic work environment and to establish and maintain effective working relationships with a variety of staff and the surrounding community.
Must acquire CPR/AED and First Aid certification within three (3) months of employment. Certification must be kept current.
Must be fingerprinted and pass a background check. Must continue to meet the established standards.
Master’s Degree in Business Management, Public Administration, Public Relations, Sports and/or Recreation Management or a closely related field.
Progressively responsible experience working in a college or university environment, such as a Student Union or Recreation Center.
Demonstrated progressively responsible experience managing the front lobby operations for a recreation center, gym, or private health club.
Demonstrated experience in utilizing CSI Spectrum NG software or a closely related member management software program.
Experience working in a large, non-profit corporation.
Internal Number: B010F20
About University Enterprises, Inc.
University Enterprises, Inc. will be the employer of record for this position. UEI is a dynamic and innovative non-profit corporation. It creates and manages an array of programs and services, which support and strengthen CSUS programs.The position will be working with The Union WELL Inc. is also an auxiliary of California State University, Sacramento and is a California 501(c)3 not-for-profit corporation. The corporation consists of the facility operations and programs of two buildings: The University Union and The WELL (Recreation & Wellness Center). The University Union facility, totaling approximately 220,000 square feet, currently houses food service operations, retail operations, multiple meeting and conference spaces, Associated Students, Inc., Student Organizations and Leadership offices, Women’s Resource Center, PRIDE Center, KSSU Student Radio, Public Information Desk, Games Room, Union Gallery, Terminal Lounge (music/video digital media), Student Computer Lounge, Meditation Room, computer and printer workstations throughout the building, a University Police Service Center, and various open lounge spaces. The WELL, totaling approximately 150,000 square feet, houses thre...e fitness studios, a cardio suite, two fitness floors, a multi-activity court, four basketball courts, a rock climbing wall, four racquetball courts, an indoor running track, locker rooms, and conference center. The WELL is also home to Student Health and Counseling Services. The facilities provide services to over 31,000 students, as well as faculty and staff on campus.