Gina Medina

Responsibilities:
∙ Implement all business policies and procedures.
∙ Greet all members by learning and using their names and doing whatever is needed to make their experience at the
YMCA a pleasant one. These includes providing excellent member service by greeting members by name, scanning members’ cards, monitor and control access to the facility, process membership sales, provide tours to prospective members, register members for programs, and troubleshoot member issues.
∙ Develop positive relationships with members fostering an atmosphere of community, which in turn will have an overall positive effect on member retention
∙ Take the initiative to build committed and connected long-term relationships with members.
∙ Accurately input member information as needed into the computer and process all fees and payments following
established cash handling procedures
∙ Responsible for completing daily and end of shift reports, daily balancing (end of days), bank deposits, produce and
mail three part payment invoicing, NSF letters and monthly report for write offs, exception report, review member account information and bank drafts and inform Sr. Wellness Director of any adjustments, correcting and terminating of membership accounts.
∙ Prepare accurate and balanced end of day reports.
∙ Generate and run weekly and/or monthly reports to include, new joins/cancels, renewals, new member visit history,
red light, tours/joins and membership retention reports.
∙ Be able to respond to member requests in a timely and effective manner.
∙ Assist in developing and continuously improving the Membership Office procedures and policies.
∙ When required, understand and be able to substitute and assist in all other membership job duties.
∙ Answer phones in a politely, professional manner, ensuring calls are routed to the appropriate departments and
messages are accurate and given to the intended person.
∙ Possess a strong understanding of all programs, activities and services, with the ability to provide members detailed,
accurate and timely information regarding schedules, costs, wait lists, programs and facility information.
∙ Participate in all member retention programs, strategies, promotional efforts, and fundraising campaigns.
∙ Open and close the facility according to established procedures.
∙ Handle emergencies as they arise. Complete incident reports as required.
∙ Work as a team member in handling all assigned tasks.
Assist in reviewing, revising, developing and continuous improvement of Member Service Desk services, systems, procedures and guidelines.
∙ Assist in the training of and development of new Member Service staff.
∙ Assist in maintaining branch cleanliness, appearance and safety through periodic rounds using established
procedures.
∙ Take responsibility at the beginning of the shift to check the communications binder for daily updates, verify cash,
check that member communication materials are stocked and work area is orderly and neat.
∙ Communicate pertinent information with the Member Service Supervisors at the beginning or ending of their shift.
∙ Adhere to and enforce all YMCA policies and procedures; also ensure that members are aware of policies and
procedures that apply to members.
∙ Maintain privacy requirements by not sharing personal, financial or credit information about members including but
not limited to, phone numbers, addresses, program participation, financial information or personal situations.
∙ Attend all required staff meetings and trainings.
∙ Other duties as assigned by your supervisor.