Title: Lead Front Desk Staff

Location: Community YMCA

Position Status: Full-time (40 hours per week)

Compensation: $17.75 per hour

About the Role

You play a crucial role in ensuring the smooth operation at our Community YMCA Centre by providing excellent customer service to all participants, guests, and staff. As the first point of contact for individuals entering the Community Y, you will be responsible for creating a welcoming, professional, and helpful environment.

Through collaboration, you will ensure the quality of the participant experience while participating and engaging in Y services, including planning, orientation, subsidy management, and creating a positive facility by being an advocate to support timely, meaningful resolution of participant concerns.

In this role, you will:

- Greet and welcome all members, guests, and visitors with a friendly and positive attitude. Answer phones, respond to emails, and address inquiries regarding programs, memberships, schedules, and policies. Provide accurate and timely information about YMCA services, events, and programs. Assist with member concerns or direct them to the appropriate staff member or department for resolution.
- Monitor the front desk area, ensuring the safety and security of the facility, including opening or closing procedures.
- Maintain a sign-in/sign-out system for guests and ensure YMCA guidelines are followed when accessing the facility, including proper identification and accurate data entry into the system.
- Delivery of quality service standards through provision of welcoming, inclusive, and positive membership experience, including ensuring effective member onboarding, registration, record maintenance, collection, and financial assistance processes.
- Lead the front desk area of our After School Program, including registration, safety protocols, providing assistance,



connection with program participants, and assisting with reporting, member communication, and behaviour management of program participants.
- Responsible for administrative functions including being a manager on duty, cash reconciliation, facility bookings, third-party billing, and compilation and presentation of Department Reports (i.e. participant reports, cash outs, etc.).
- Ensure compliance with all safety requirements, industry standards, and Child Safeguarding processes in support of providing a secure environment for all participants, visitors, staff, and volunteers.
- Collaborate effectively with other YMCA staff members to ensure smooth communication and operations across departments. Assist in maintaining a clean, welcoming, and organized front desk area. Attend team meetings and training sessions.
- Staff take action to support members who are waiting or need assistance. Staff greet members within 5 feet and acknowledge members within 10 feet. Staff take ownership to maintain clean and tidy spaces. Staff ensure YMCA equipment and facilities in good repair and resolve or report any issues promptly.

Education and Skills Qualifications

- Experience in Business/Office Administration, Human Services, Recreation or a related field.
- 1-2 years’ experience in Recreation or a Business/Office environment.
- Experience working with members of the public, including children and vulnerable peoples and diverse communities.
- Strong customer service/sales skills,



with demonstrated ability to build relationships and establish rapport with members.
- Excellent verbal, written communication, and presentation skills.
- Experience in fundraising or the nonprofit sector is an asset.
- Strong interpersonal skills including tact, diplomacy, and ability to establish rapport with client.
- Demonstrated ability to meet multiple, competing deadlines and priorities.
- Strong attention to detail.
- Proven track record of success in community-oriented program delivery through establishing collaborative internal and external working relationships/project teams.
- Flexibility to work irregular hours required.
- Intermediate proficiency in Microsoft Office Suite.

Background Requirements

- Criminal Record Check, Vulnerable Sector Check, and Child Abuse Register Check (less than 6 months old), if 18 years of age or older.
- Attend Child Safeguarding Training upon hire.
- Valid First Aid and CPR Training.

At the YMCA, we are committed to fostering a diverse, inclusive, and equitable workplace where every team member feels valued, respected, and empowered to bring their full, authentic selves to work. We believe that a variety of perspectives, backgrounds, and experiences enrich our organization, enabling us to better serve our community and achieve our mission. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, including Black, Indigenous, People of Colour, racially diverse, 2SLGBTQIA+ individuals, gender-diverse people, people with diverse abilities, members of ethnic minorities and faith groups, foreign-born residents, and veterans to apply.

If you require accommodation during the hiring process, please inform us in advance to arrange reasonable and appropriate accommodation.

📌 Lead Front Desk Staff (Halifax Regional Municipality)
🏢 YMCA of Greater Halifax/Dartmouth
📍 Halifax Regional Municipality