Assistant Director - Membership & Guest
Assistant Director - Membership & Guest Services

Job Purpose
Campus Recreation at Towson University is currently accepting applications for an Assistant Director-Membership & Guest Services. Under the direct supervision of the Associate Director-Business Operations, the Assistant Director-Membership & Guest Services is responsible for ensuring the effective and efficient operations of the department related to membership and guest related business functions including but not limited to: program registrations, payment processing, membership recruitment, membership registration and services, equipment room operations, locker rentals, and general customer service protocols/applications. This position is responsible for the development, delivery, administration and guidance of all client relation services including customer service protocols, training of guest services and reception staff, member and guest services management, and creating a vibrant first impression for the department and services provided to foster the engagement and wellbeing of the TU community.

Description
Member/Guest Services Management
Responsible for system administration of Fusion facility management software that includes all transactions related to member/guest facility access, point of sale, program registration, financial reporting, membership database, and locker rentals. Serve as a secondary internal Fusion “Champion” and departmental expert on system operations. Assist other departmental staff with system troubleshooting and questions related to functionality. Provide feedback to Fusion support team in regards to operational issues. Assist in assessing all departmental areas impacted by software to continually update and configure to meet the needs of staff and patrons. Accountable for the coordination of related membership & guest services operations for students, faculty, staff, alumni and guests for questions and concerns. Assist with the coordination of facility tours and presentations.

Responsible for administering and maintaining an equipment checkout inventory. Assist with membership budget analysis and projection. Create and administer membership communication tools and review of monthly membership usage. Develop, conduct and evaluate assessment tools to identify member/guest needs and concerns. Assist with the development, implementation, and monitoring of short and long-range plans for membership and guest services, consistent with the mission of TU and the Division of Student Affairs. Assist membership staff when necessary for member registration.

Personnel Management
Recruit, hire, train and directly supervise a diverse student staff of Equipment Room, Membership/Guest Services, and administrative suite reception staff as needed. Develop and coordinate monthly in-service training session for student employees. Establish and provide cross training for various student staff team members in multiple program areas on Fusion system operations and guest services. Evaluate and oversee disciplinary procedures for student staff.

Point-of-Sale Daily Operations Management
Assist in collaborating with Administration & Finance to serve as the Campus Recreation Office Financial Reconciler to coordinate and reconcile financial transactions with the Bursar’s Office and Towson University’s Financial Services/Deposit Management System (DMS). Assist the departmental Budget Associate with ensuring that proper budget management practices are met by reconciling and monitoring all point of sale transactions through Fusion system.

Fiscal Management
Assist with annual budget review, financial reporting and planning for department related to membership sales and point of sale operations. Provide budgetary oversight for all member/guest service operations including student payroll, operational expenses and programmatic revenue generation. Manage monthly payroll procedures for all member/guest services student staff positions including timesheet approval pay period budget logs, and monthly reporting. Monitor all expenses related to member/guest services procurement card purchases, preventative maintenance and operational expenses. Provide monthly and/or annual budget reports on member/guest services operational budgets. Provide annual budget request and adhere to allocated funds for each fiscal year.

Assessment/Administrative Related Duties
Work in accordance with Associate Director – Programs & Assessment on overseeing program and operational related assessment related to departmental learning outcomes and key performance indicators. Provide annual assessment data collection and reports to support departmental assessment plan. Provide information annually and as needed to support departmental annual report and divisional monthly success logs. Supervise campus recreation facilities and staff on designated evenings and weekends, as assigned. Serve on university committees, as assigned. Represent the Department at various campus, division, and community functions, as assigned. Assist the Director in evaluation and formulation of policies, procedures, and long-range plans. Contribute to the accomplishment of Department goals and initiatives, as assigned.

Qualifications
Bachelor’s degree from an accredited college or university and two years of professional experience related to membership management, guest service management, or campus recreation program management. Two years Graduate Assistantship will count as one year of professional experience; experience with equipment tracking, inventory and management in recreational setting. Experience with supervision of student employees in a collegiate environment. Customer service training and presentation experience. Experience with administration or management of a facility software operating systems. Experience with Microsoft office applications such as Word, Excel, Outlook and PowerPoint. Must be available to work weekends and evenings as needed. Current CPR/AED certification or ability to obtain within 90 days of hire.

Preferred:
• Master’s degree in sports administration or business-related field.
• Experience with Fusion facility management software/operations.
• Experience in higher education recreation and student service setting.
• Experience with PeopleSoft systems.
• Experience with SubItUp Software Systems.
• CPR & AED instructor certifications.

A Criminal Background Investigation is required for the hired candidate and the results may impact employment.

Salary and Benefits
$50,742 and full university benefits that include excellent health, life insurance, and retirement plans; tuition remission; and 22 days of annual leave, 14 holidays, personal and sick days. To learn more about our benefits, please click here.

This position will be open for a minimum of 14 days. Cover letter and resume are requested, but not required.

Apply
To view and apply to current job openings please visit www.towson.edu/jobs.

Office of Human Resources
8000 York Road
Towson, Maryland
21252-0001

Towson University is an Equal Opportunity Employer and has a strong institutional commitment to diversity. Women, minorities, persons with disabilities, and veterans are encouraged to apply. If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: adarequest@towson.edu.

Towson University is a smoke-free campus.

Additional Information
Position Type: Employee
Ref Code:

Contact Information
Cynthia Andrews
candrews@towson.edu
Towson University
8000 York Road
Towson, 21252
410-704-2164