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Welcome Desk Manager
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-90672983

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Wake Forest University

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  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
  4 Views, 0 Applications  
Welcome Desk Manager
Welcome Desk Manager
Tracking Code

Job Description

*Cover letter is required with application.*

Summary: The Welcome Desk Manager is responsible for overseeing day-to-day operations of the Wake Forest Wellbeing Center welcome desk including, but not limited to, business and financial services, member management, facility access, equipment checkout, and guest services. This position also ensures excellent service to students, faculty, staff, community members and campus guests.

Essential Functions:

+ Recruits, evaluates, and provides training and supervision to student and part-time employees with an emphasis on customer service skills, and approves payroll for student and part-time staff. Responsible for operating within budgeted staffing guidelines.

+ Oversees the development of shift schedules for student and part time staff, ensuring the desk is adequately staffed during all hours of operation.

+ Performs daily business transactions and member service functions including membership sales, program registrations, informal recreation equipment checkout, locker rentals, facility access verification and retail sales. Assists with maintenance of member management software system; maintains confidentiality of member records and University financial information.

+ Upholds and clearly communicates facility and university rules and regulations.

+ Maintains constant situational awareness of potential threats.

+ Orders inventory for welcome desk retail operation and maintains inventory records. Ensures fiscal year retail revenue goals are met.

+ Assists with fiscal accountability, maintains accurate financial records and prepares bank deposits (i.e. cash, checks, charge card slips, and internet settlements) while adhering to the University policy for cash handling.

+ Assists with the collection and reporting of evaluation and assessment data (i.e. number of facility users, reservations, and sales data) in support of special projects.

+ Serves as the first point of contact in the Wake Forest Wellbeing Center, and provides administrative and special project support to the Operations Manager and Executive Director of Campus Recreation.

+ Maintains and oversees lost and found for Wake Forest Wellbeing Center.

+ Ensures a high level of customer service; creates a welcoming and inclusive environment for all members of the campus community and guests.

Other Functions:

+ Assists Operations Manager with administrative tasks including, but not limited to, data collection and entry, special projects related to marketing, benchmarking, Workday, and other special projects as assigned.

+ May assist with, and/or work special events and projects in the Wellbeing Center, some of which may require weekend work.

+ May assist with maintenance of Campus Recreation website in WordPress and facility reservations using EMS.

Required Education, Knowledge, Skills, Abilities:

+ At least 6 months of experience in working with cash register, daily reconciliations, retail sales, or point of sale systems and customer service. Proven knowledge of cash handling, balancing, and reconciliation procedures.

+ Ability to successfully manage, supervise, and mentor employees, and work effectively with employees who have a variety of skill and experience levels.

+ High degree of professionalism, integrity, and dependability.

+ Ability to work independently, with minimal supervision, and be flexible as schedules are subject to change throughout the year, driven by the nature of the business (i.e. summer and academic year breaks - spring, fall, winter, etc.)

+ Demonstrated ability to maintain strict confidentiality of privileged information and perform a wide range of duties that require tact, sensitivity, independent judgment, diplomacy, organizational skills, flexibility, and discretion.

+ Excellent interpersonal skills and customer focus, with the ability to project a collaborative and professional demeanor with a wide range of constituencies in a diverse university community.

+ Ability to use good judgment and individual discretion in responding to inquiries, and unexpected customer needs and requests.

+ Ability to organize workflow and manage multiple tasks and functions simultaneously with attention to detail.

+ Problem-solving skills, and ability to effectively resolve conflict.

+ Self-motivated and committed to continuous improvement.

+ Excellent written and verbal communication skills.

+ Ability to analyze, interpret, and enforce Wake Forest Wellbeing Center policies and procedures and suggest edits as needed.

+ Ability to collaborate, develop partnerships, and work effectively independently as well as part of a team.

+ Proficiency in Microsoft Office (i.e. Excel and Word), Google Docs and Sheets, and other common internet-based applications. Ability to assess, operate, and trouble shoot a variety of office and retail equipment (i.e. fax, copiers, credit card terminals, cash registers).

+ Other duties as assigned.

Preferred Education, Knowledge, Skills, Abilities:

+ Associate's degree

+ Experience in a university environment, working directly with students.

+ Experience in recreation and/or fitness.

+ Experience with membership management software, facility reservation software, and scheduling software.


+ Responsible for own work.

+ Supervises student and part time staff

+ Fiscal responsibilities

+ Ensures adequate coverage and staffing of the welcome desk during all hours of operation.

Note: This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce, and encourages qualified candidates across all group demographics to apply.

Job Location

Winston-Salem, North Carolina, United States

Position Type


Employment Type

Full-Time Non Exempt Staff

Benefits Eligibility

Available at full-time University sponsored rates

Grant funded


Scheduled Hours

8:30 a.m. - 5:00 p.m.

Number of months per year



Campus Recreation

Hiring Range

Commensurate with education and experience.

Position Closing Date

June 11, 2018 at 4:00 p.m. EST.

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