Job Description

Guest Services Agent

TITLE:  Guest Services Agent

DEPARTMENT: Program

FLSA STATUS:  Non-Exempt Hourly (PT)

SALARY: $15.00-17.75 Per Hour

REPORTS TO: Club Director

TYPICAL WORK SCHEDULE: School year Mon – Fri, 2:00pm and 7:30pm

 Summer Mon – Fri, Hours vary between 7:30am and 5:30pm

   Occasional nights and weekends with proper notice

The Guest Services Agent is the face of our club. A very important role to support our team members, club kids, board members, and other community leaders. They allow professional access to other team members, answer phones, transfer calls, schedule appointments, answer questions, give directions and manage the flow of traffic entering and exiting the site. 

Our Club’s Program Team helps us to focus on our mission and positive youth development outcomes opening the door to new worlds and possibilities for kids and communities across the Northern Neck. When you join the Boys & Girls club of the Northern Neck, you become part of a talented, mission-driven team that is singularly focused on making sure every child can achieve their greatest potential. We are curious and compassionate, diverse, dedicated, inspired and inspirational. And we love what we do! 

Responsibilities

· Greets everyone in a professional manner, by welcoming and directing them appropriately.

· Notify company personnel of visitor arrival.

· Receive and input all attendance/programming rosters into the organization’s member tracking software.

· Inform visitors by answering or referring inquiries.

· Direct visitors by maintaining employee and department directories.

· Maintain security by following procedures and monitoring logbook.

· Operate telecommunication system by following manufacturer’s instructions for house phone and console operation.

· Keep a safe and clean area by complying with procedures, rules, and regulations.

· Support continuity among work teams by documenting actions, irregularities, and continuing needs.

· Contribute to team effort by accomplishing related results as needed.

· Other duties as assigned.

Requirements

· Telephone Skills

· Verbal Communication

· Professionalism

· Customer Focus

· Organization

· Ability to empathize and handle sensitive information with care and professionalism 

· Supply Management

· Expertise with phone systems.

· Previous experience with Microsoft Office software.

CERTIFICATION/ASSOCIATION: 

· Must be able to be registered by our organization with Boys & Girls Clubs of America (www.mybgca.net). 

· Complete required assigned trainings.

EDUCATION/EXPERIENCE REQUIREMENTS: 

· Prior youth work experience in a paid or volunteer capacity preferred.

· Excellent communication skills, both verbal and written. 

· Proficient in using various computer software programs.

· Proficient in data entry and export from various software programs

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Must be able to perform duties which      require prolonged standing, walking, talking, hearing, standing, sitting,      bending for long periods of time. May occasionally be required to kneel, run and/or climb.
• Must be able to use the telephone and      other office equipment.
• Must be able to lift, move, manipulate      and or hold objects up to 25 pounds. Objects that exceed the 25-pound      weight limit require additional assistance when moving, lifting, or      manipulating. 

General BGCNN Expectations:

· Healthy Behavior Modeling – Teaching youth/teens the importance of living an active, healthy lifestyle is a BGCNN priority. As a result, all staff is expected to model healthy behavior while working with our members.

· Inclusive Environment – BGCNN values creating child-friendly environments, where youth/teens of all backgrounds can be successful and participate. BGCNN expects employees to embrace and support DEAI (Diversity, Equity, Accessibility and Inclusion) of all members and colleagues. 

· Continuous Learning – Building the capacity of staff is central to BGCNN. The organization encourages and requires that all staff participate in annual professional development opportunities that continue to cultivate their skills in the youth development field.

· Safe Spaces – Every staff member shares the responsibility for ensuring BGCNN is, and remains, an environment free of sexual, physical, or emotional abuse

DISCLAIMER:

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.