Assistant Director, Member Services and Reservations

Assistant Director, Member Services and Reservations Posting Number req25888 Department Campus Recreation Department Website Link Campus Recreation Location Tucson Campus Address Tucson, AZ USA Position Highlights The Assistant Director, Member Services and Reservations, is responsible for the design, direction, management, and evaluation of Campus Recreation’s facility services. These include member services, reservations, locker management, program entry, and facility space negotiations and assignments for all programs. This positions oversees personnel management, financial management, guest and member relations, facility rentals and events, event safety, software management, and supporting overall staff development. This position oversees full-time staff that directly supervise member services and access for South Rec and North Rec facilities and all member follow-ups and engagement. This position leads efforts related to contracting reservations, insurance compliance, and MOU management. The Assistant Director provides tactical and operational leadership designed to achieve the Campus Recreation vision. This position requires representation of the Department of Campus Recreation in a fair, consistent, cooperative, and positive manner in accordance with Department and University policy. This position reports to the Associate Director, Member Services, IT, and Staff Development.

Visa sponsorship is not available for this position.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

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Duties & Responsibilities

Member Services and Reservations

• Direct management of departmental membership offerings and design, front desk operations, sales, and locker rentals.
• Oversight of all member follow-ups and departmental membership email for all patron questions, complaints, and refund requests.
• Direct oversight of all Member policy and Reservation policy violations. Assists Facility Operations team for collaboration on policy violations and member suspension procedures. Communication with guests and patrons in violation of procedures, in collaboration with Assistant Director of Facility Operations, is a necessity.
• Collaborates with Outreach and Marketing staff to increase awareness and visibility of memberships.
• Consistently develop and enhance department reservation and rental processes to maximize usage of all facilities. This includes scheduling and managing program area and other departmental requests for space allocation. Position is required to balance revenue generating goals with ensuring open recreation space is maintained and prioritized.
• Assistant Director oversees all facility reservation protocols, contracting, invoicing, and insurance compliance for users. Position will management departmental facility calendar, facility schedule and tenant communication for closures and hour adjustments. Assistant Director sets parameters and communicates expectations for facility negotiation meetings.
• Responsible for program entry procedures and processes to ensure consistency for the end-user and posting timelines are upkept.
• Assists with Elite Team Sports memberships and player dues.

Staff Management

• Supervise, evaluate, develop, and support, full-time staff to oversee member services and reservations for Campus Recreation.
• Supervise part-time students and ancillary staff, acting as the direct supervisor in the absence of the Coordinator as position demands. Indirect staff management includes facility services staff such as Student Coordinators, Member Services staff, and Event staff.
• Management of staff schedules and/or scheduling protocols to ensure adequate coverage for patron and staff support including work from home approvals, holidays, and vacation coverage.
• Ensures consistency across all facility operations for staff supervision including hiring, training, scheduling, performance management, disciplinary processes, and payroll for benefited employees, student staff, and volunteer staff. Student staff will cover South Rec and North Rec facilities. The development and en