JOB FUNCTION:

1. Program/Department Responsibilities

 Service Skills:

1.  Follow the staff dress code for position.
2. Greet members and guests.
3. Show interest in their concerns
4. Know members’ names and use them in their presence.
5. Ask “satisfaction questions” about program and service.
6. Listen to suggestions and respond promptly.
7. Address complaints/concerns immediately.
8. Provide information on facility, services and programs.
9. Enter data into the OCY computer system including membership, program, trips, events and miscellaneous sales correctly and in a timely manner.
10. Serve as a liaison between members and program supervisors.
11. Answer telephones.
12. Be alert to safety factors and potential hazards.
13. Look for ways to improve performance.

 Relationship Skills:

1. Make members feel comfortable and at ease.
2. Be open, friendly and approachable to members.
3. Initiate interaction with and between members.
4. Ask about family, job, hobbies, get to know them personally.
5. Ask about the goals: progress and satisfaction.
6. Introduce members to other members and staff.
7. Invite members to participate in programs.

Member Involvement Skills:

1. Be knowledgeable about program areas and share information with members.
2. Be knowledgeable about the OCY, its programs and policies.
3. Encourage participation in facility and program orientations.
4. Be informed and up-to-date on latest developments in your field.
5. Acquaint members with other OCY programs and benefits.
6. Recommend participation in a variety of programs.
7. Be able to articulate the OCY’s mission, value and benefits.