JOB DESCRIPTION -

Job Title: Membership Desk Associate Job Code: 000003, 000005

FLSA Status: Non-exempt Job Classification: C

Reports to: Membership Director, Executive Branch Director Revision Date: 7/15/2026

MISSION:

To put Judeo-Christian principles into practice through programs that build healthy spirit, mind, and body for all.

POSITION SUMMARY:

The Membership Desk Associate is responsible for creating a welcoming, safe, and positive experience for YMCA members, program participants, guests, vendors, and community partners. This position greets individuals entering the facility, verifies membership or program enrollment, provides information regarding YMCA programs and services, processes payments, maintains accurate member records, and directs individuals to the appropriate areas or staff members.

The Membership Desk Associate must perform all responsibilities in accordance with the policies, procedures, safety standards, and service expectations established by YMCA management while supporting the mission, values, and goals of the organization.

This position requires regular, in-person interaction with members, guests, staff, and program participants. The essential functions of this position must be performed on-site at the YMCA and cannot be performed remotely.

Member and Guest Services

• Greet all members, program participants, guests, vendors, and community partners in a friendly, professional, and welcoming manner.
• Check in individuals entering the facility and verify that they have an active membership, authorized guest access, or enrollment in a program taking place at the time of entry.
• Follow all YMCA access-control procedures. Public entry is not permitted unless specifically authorized through an approved YMCA program, event, rental, tour, or guest process.
• Inform prospective members about available amenities, programs, membership options, fitness classes, and other services that may enhance their YMCA experience.
• Provide facility tours to prospective members and escort members or guests to appropriate areas when necessary.
• Build positive relationships with members and program participants by being consistently friendly, attentive, respectful, and helpful.
• Respond appropriately to member questions, concerns, complaints, and feedback, involving a supervisor when additional support is required.
• Identify and communicate opportunities for service improvement based on member and participant feedback.
• Maintain familiarity with programs, schedules, membership options, and services offered at all West End YMCA locations.
• Direct members and guests to the appropriate staff member, department, program, or YMCA location.

Communication and Administrative Responsibilities

• Answer incoming telephone calls professionally, provide accurate information, take detailed messages, and direct calls or messages to the appropriate staff member.
• Monitor and respond to front desk communications according to established procedures.
• Maintain accurate and confidential member files and update accounts as necessary.
• Protect the confidentiality of member, participant, employee, financial, and organizational information.
• Accurately enter registrations, membership changes, payments, notes, and other information into the YMCA’s membership or registration systems.
• Communicate important facility, program, membership, and safety information to members and guests.
• Work cooperatively with peers, supervisors, and other departments to support daily operations and further serve the community.

Payments and Financial Responsibilities

• Collect membership, program, rental, merchandise, and other approved payments.
• Process cash, check, credit card, and electronic transactions accurately and in accordance with YMCA procedures.
• Provide receipts and maintain accurate transaction records.
• Complete shift close-outs, cash counts, deposits, and supporting documentation as assigned.
• Immediately report cash discrepancies, transaction errors, or concerns to a supervisor.
• Maintain accountability for YMCA funds, equipment, keys, and other assigned property.

Safety and Facility Responsibilities

• Maintain awareness of activity throughout the facility and immediately report suspicious behavior, unauthorized access, safety concerns, policy violations, or emergencies.
• Inspect assigned areas of the facility for hazards, cleanliness conce