Job Title: Shift Leader 1-2-1
Location: Case Main Campus
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 7420
Job Description

POSITION OBJECTIVE

The Shift Leader is responsible for upholding the mission and values of University Fitness Centers’ One to One Fitness Center and its satellite facilities and offering a superior customer experience. With a high degree of independence, the Shift Leader is efficient in all areas of the facilities. Responsible for opening and/or closing the facility, POS transactions, and ensuring all paperwork is completed as per policy. Maintains a high profile to supervise, interact with, and enforce policies and procedures with employees, patrons and guests. Responsible for facility/building supervision, the safety of employees, patrons and guests, and is proactive in identifying and addressing potential issues within our areas of operation, and working with other building personnel as needed.

ESSENTIAL FUNCTIONS

1. Staff Management; Supervise, monitor, and assist all staff and assign duties as needed. Lead by example and motivate our team, holding them to a high degree of productivity, accuracy and efficiency. Ensure all duties are performed in compliance with policies, procedures and expectations. Responsible for handling staff call-offs or schedule changes during the shift, including subsequent changes to schedules of time-sensitive duties. Address performance issues as needed and report them (as well as commendations) to the appropriate supervisor. (32%)
2. Provide and ensure the best customer experience by providing a friendly and welcoming environment for patrons and guests and educating them about University Fitness Centers programs and services. Encourage and be receptive to feedback and share information with senior management staff. Be efficient in all areas of the facility, including but not limited to floor supervision, equipment, aquatics and housekeeping. Appropriately address and follow through on all questions in a timely and complete manner. (32%)
3. Administrative duties include but are not limited to opening and/or closing the building, oversight of POS sales, drawer counts and paperwork, patron counts, observing and maintaining inventory levels of supplies. Properly handle emergencies by coordinating with proper authorities, medical personnel, staff and members. (30%)
4. Responsible for facility and building management, including prioritizing cleanliness and safety, and addressing special needs that may arise with facility operations (HVAC, plumbing, electrical, roof, lighting, IT, fitness equipment, pool, parking, audio visual, snow removal, etc.). (6%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned.

CONTACTS

Department: Daily collaboration and contact with the Operations Manager, Assistant Managers, Shift Leaders, student employees and other building employees, as well as collaboration with University Fitness Center Director, Associate Director, Program Manager, and Sales & Membership Engagement Manager.

University: Daily contact and interaction with university members and guests.

External: Contact with guests in relation to the facility and University Fitness Centers.

Students: Daily contact and interaction with university student staff, patrons and guests.

SUPERVISORY RESPONSIBILITY

No direct reports, however is responsible for supervising all staff (floor attendants, housekeeping, aquatics personnel, personal trainers, instructors and other contractors during your shift).

QUALIFICATIONS

Education and Experience: Bachelor’s degree and 1 year supervisory experience required, preferably in a customer service, retail and/or fitness setting. Direct management experience preferred. Or, high school education and 5 to 8 years of customer service, retail and/or fitness setting with management experience required. Current CPR certification required.

REQUIRED SKILLS

1. Must be able to demonstrate position-related behaviors in the fulfillment of the organization’s goals.
2. Demonstrated ability to lead by example with proven supervisory leadership skills, communication and team building skills. Self-motivator who is able to work independently while also a part of a team, with the ability to motivate those around you.
3. Demonstrated ability to work in a fast-paced, changing environment and conform to shifting priorities, demands and timeline. Must be flexible in order to respond to project adjustments and alterations promptly and efficiently. Must be able to adapt to varying workloads and respond appropriately to stressful situations.
4. Demonstrated excellence in customer service skills with a strong desire to serve others. Easily approachable by employees and customers. Personable and empathetic. Proven ability to deal with difficult people and situations in a professional, compassionate and helpful manner.
5. Proven to be accountable and reliable. Delivers results on time and at the quality level expected.
6. Proven traits of honesty, dependability and business ethics.
7. Positive and enthusiastic attitude, with high energy and stamina.
8. Someone who prioritizes cleanliness and safety.
9. Strong situational/ambient awareness at all times. Proactive approach to potential problems and excellent judgement, common sense and problem-solving skills.
10. Excellent verbal (in-person and on phone) and written communications skills. Ability to understand all programs and services offered by University Fitness Centers and One to One Fitness Center and help recruit participants, upsell services, etc.
11. Consistent sense of urgency. Works at an efficient, yet thorough pace.
12. Strong computer skills and ability to learn our member management system.
13. Willingness to assist in all roles of the fitness center.
14. A passion for fitness is preferred.
15. Ability to meet consistent attendance.
16. Ability to interact with colleagues, supervisors and customers face to face.

WORKING CONDITIONS

Ability to perform a variety of physical skills, including but not limited to carrying, filing, pushing, pulling, reading, sorting, twisting, mopping, shoveling, walking, climbing, writing, typing, using exercise equipment of all kinds, and more. Ability to be on your feet the entire shift. Ability to move or carry up to 45 lbs. There may be possible exposure to commercial cleaning products. Ability to be flexible with your schedule.

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In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Inclusion, Diversity and Equal Opportunity at 216-368-8877 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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