Member & Guest Services Manager

Levine Jewish Community Center•Charlotte, NC

About The Position

The Member & Guest Services Manager provides leadership, supervision, and operational oversight for the Levine JCC’s Member & Guest Services Center, ensuring a welcoming, professional, and responsive experience for members, program participants, and guests. This role oversees the daily operations of the Member & Guest Services Center and Outdoor Aquatics Entrance, supervising Member & Guest Services Associates and ensuring that all interactions reflect the Levine JCC’s commitment to hospitality, responsiveness, and exceptional customer service. The Manager ensures that members and visitors receive accurate information about programs, services, and opportunities for engagement across the organization. As the primary service hub of the Levine JCC, the Member & Guest Services Center plays an essential role in member engagement and retention. The Member & Guest Services Manager works collaboratively with program departments, membership staff, and leadership to ensure a seamless and positive member experience that strengthens relationships with the Levine JCC community. The Member & Guest Services Manager is an integral member of the Levine JCC staff team, participating in staff meetings, internal communications, and agency-wide initiatives that support the mission and strategic goals of the organization.

Requirements

Bachelor’s degree required.
1–5 years of experience in customer service, operations, or administration in a community-based organization.
3–5 years of experience using CRM or membership management systems.
Proficiency in Microsoft Office (Word, Excel, Outlook).
Strong written, verbal, and interpersonal communication skills.
Demonstrated ability to work independently and collaboratively across departments.
Strong organizational, problem-solving, and customer service skills.
Commitment to exceptional member and guest experience
Strong leadership and team management skills
Excellent communication and interpersonal skills
Attention to detail and operational accountability
Ability to manage multiple priorities in a fast-paced environment
Professional judgment and conflict resolution skills
Flexibility to support evening, weekend, and special event operations as needed

Nice To Haves

Previous supervisory experience preferred.

Responsibilities

Oversee the daily operations of the Member & Guest Services Center and Outdoor Aquatics Entrance, ensuring a welcoming, efficient, and member-focused environment.
Provide direct service as a member of the Member & Guest Services team, spending approximately half of weekly hours in member-facing responsibilities.
Ensure that members, program participants, and guests are greeted and assisted in a professional, courteous, and welcoming manner.
Respond to telephone, in-person, and electronic inquiries, ensuring timely and accurate communication.
Provide tours for prospective members and assist existing members with questions related to membership, programs, and services.
Ensure that the Member & Guest Services team maintains strong knowledge of Levine JCC programs, services, schedules, and policies so that accurate information is consistently provided.
Support a hospitality-centered environment that reflects the Levine JCC’s commitment to community, engagement, and service excellence.
Maintain proficiency in member management and CRM systems, including Accrisoft Freedom and transitioning systems such as Amilia and HubSpot.
Process membership cancellations, membership level changes, and related administrative updates.
Manage the Child Transfer module and oversee transfer processes for youth programming sessions (excluding summer camp transfers).
Ensure accurate data entry and documentation within member management systems.
Maintain strict confidentiality of all member and agency information.
In partnership with Human Resources, recruit, hire, onboard, and train Member & Guest Services Associates, ensuring new staff are fully prepared to deliver excellent service and understand Levine JCC policies, systems, and procedures.
Directly supervise Member & Guest Services Associates and ensure appropriate staffing of the Member & Guest Services Center and Outdoor Aquatics Entrance.
Develop and manage weekly staff schedules, coordinating substitutes as needed, including filling in when necessary.
Process bi-weekly payroll for all Member & Guest Services staff.
Provide ongoing supervision, mentorship, training, and professional development for department staff.
Conduct regular staff evaluations to ensure high-quality service delivery and performance standards.
Partner with the Director of Member & Guest Services to address performance improvements and operational needs.
Foster a supportive, collaborative, and professional team environment.
Maintain accountability for all Member & Guest Services Center and Outdoor Aquatics Entrance operations.
Oversee daily financial intake and reconciliation of funds collected at the desk.
Address and resolve discrepancies in financial reporting when necessary.
Ensure necessary supplies and operational materials are available and maintained for front desk operations.
Become fully versed in Levine JCC and Foundation of Shalom Park security and emergency procedures and ensure staff compliance.
Respond quickly and appropriately to member concerns and conflicts.
Support staff in resolving member concerns with professionalism and sound judgment.
Serve as a central communication point between members and Levine JCC program departments.
Ensure timely and accurate communication of program information, schedules, and policies to Member & Guest Services staff.
Maintain strong working relationships with Levine JCC departments and Shalom Park partner agencies to ensure coordinated service delivery.
Support proactive member engagement by connecting members and guests with programs, services, and opportunities across the Levine JCC.