Department Overview: | Serving local communities throughout the United States and Canada, our training centers welcome players and families to find their best with classes, training sessions, and league play that meet players' respective skill-sets. Our soccer classes for ages 1 to 13 are engaging and educational, while individual or group training sessions for ages 7 onwards offer progressive levels of training for players looking to challenge themselves while also having fun.From training sessions and group classes to camps, leagues, and more, TOCA offers community soccer experiences you won't find anywhere else!
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Position Summary/Job Duties: | This part-time role entails overseeing the guest experience in the facility, supervising team members, and maintaining a positive atmosphere. You will collaborate closely with the leadership team to uphold high standards of service, foster a welcoming environment, and address any issues that may arise. Your enthusiasm, leadership, and attention to detail will contribute to a memorable and enjoyable experience for our guests.
Role Scope & Responsibilities:
Guest Experience Excellence:
● Greet guests warmly and ensure their needs are met promptly and courteously.
● Assist guests with inquiries and provide information about our programs and services.
● Foster a positive and inclusive environment, ensuring all guests feel valued and respected.
● Handle guest feedback, concerns, and complaints in a professional and emphatic manner.
Shift Supervision:
● Lead a team of front-line team members, ensuring they are performing their duties
efficiently and upholding company standards.
● Delegate tasks and responsibilities to team members, ensuring smooth operations and
optimal guest experience.
● Provide guidance, support, and training to new and existing teammates.
Operational Excellence:
● Monitor facility cleanliness and presentation, ensuring that all areas are well-maintained
and meet high standards.
● Assist in managing guest scheduling, reservations, enrollments, and events.
● Collaborate with other departments to ensure timely and accurate service delivery.
● Conduct daily facility walks and execute opening and closing checklists.
Problem Solving:
● Address and guest issues or concerns promptly and effectively, striving to exceed
expectations.
● Escalate complex issues to the leadership team as needed and provide input on possible
solutions.
Communication:
● Maintain clear communication with teammates, providing updates on shift expectations,
changes, and special requests.
● Relay relevant information to the leadership team, including feedback from guests and
teammates.
● Able to communicate TOCA programming information to guests with a high degree of
knowledge and accuracy.
Administrative Duties:
● Manage guest registration, waivers, and inquiries for services and events.
● Assist in tracking attendance, collecting fees, and processing payments.
● Prepare reports related to guest participation, feedback, and facility utilization as
required.
Training and Development:
● Participate in ongoing sessions and meetings to stay updated on product knowledge,
policies, and procedures.
● Provide input on team training needs and contribute to the execution of training materials.
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Qualifications: | ● High school diploma or equivalent.
● Previous customer service, hospitality, or guest relations experience.
● Outstanding interpersonal and communication skills to engage with visitors, staff, and
stakeholders.
● Passion for creating an inviting and welcoming environment that aligns with TOCA Soccer
Training's values.
● Experience in managing customer relationships and ensuring high levels of satisfaction.
● Leadership experience or aptitude, with the ability to motivate and guide a team.
● Problem-solving skills and the ability to remain calm under pressure.
● Proficiency in basic computer applications (Google Suite, scheduling softwares, etc.).
● Availability to work up to 30 hours weekly, including evenings, weekends, and holidays.
● Ability to kneel, bend, reach, climb, and stand for long durations of time.
● Ability to move and lift equipment and supplies of 30+ pounds.
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