The Salvation Army Customer Service in Ewa Beach, Hawaii

Requisition Number

06045 Front Desk Lead 02/20

Post Date



Customer Service


Ewa Beach





DEPARTMENT: Ray and Joan Kroc Corps Community Center (Kroc Center Hawaii)

SUPERVISOR: Member Services Manager



GENERAL STATEMENT: The Salvation Army is a branch of the Christian Church, and the ultimate goal of all programs is a spiritual, emotional and physical regeneration of all people.

MISSION STATEMENT: The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the Gospel of Jesus Christ

and to meet human needs in His name without discrimination.

KROC CENTER HAWAII VISION: Kroc Center Hawaii is a community center where families, individuals and relationships thrive in the name of Jesus.

POSITION SUMMARY: The Front Desk Lead is responsible for providing exceptional customer service experiences and for the safe and secure day-to-day operations of Kroc Center Hawaii. The Front Desk Lead will be responsible for membership sales and/or verifying

memberships through a Point of Sales (POS) system, providing information and answering questions about available programs and retention and appreciation of all guests. This position assumes a leadership role for the Front Desk and takes on supervisory responsibilities

in the absence of the Member Services Manager and/or Member Services Coordinator.

The Front Desk Lead will have a deep commitment to the mission of The Salvation Army, which will be evident in his or her professional life and the manner in which he or she represents The Salvation Army Ray and Joan Kroc Corps Community Center in the community.


  1. High School Diploma or GED equivalency required.

  2. Front Desk experience at a Kroc Center or two years’ experience as a cashier and/or in customer service.

  3. Candidate must be computer literate with proficient typing skills and the ability to use new software programs with basic training.

  4. Candidate must have excellent telephone skills with the ability to maintain a non-judgmental attitude in working with guests, members and staff.

  5. Candidate must be at least 21 years old.

  6. Any equivalent combination of training and experience which provides the required knowledge, skills, and abilities will be accepted.


  1. Experience with a Point of Sales (POS) system preferred.

  2. Experience in membership recruitment preferred.

  3. Supervisory experience preferred.


  1. Greet members and guests as they enter Kroc Center Hawaii and ensure that members and guests feel welcomed and have a positive experience. For example, smile, make eye contact, use member’s or guest’s name whenever possible, ensures questions are answered.

  2. Candidate will conduct informative tours of the Kroc Center Hawaii. Provides membership information to interested parties and explains the benefits of membership to all guests and visitors.

  3. Processes membership applications and day passes for guests and members according to established procedures.

  4. Receive payment by cash, check, credit card or debit card. Compute and record totals of transactions; issue receipts, refunds, credits or change due to guest or members utilizing the Point of Sale (POS) kiosk system. Count money in cash drawers at the beginning

of shifts to ensure that amounts are correct and that there is adequate change.

  1. Monitor and verify access of members and guests into the appropriate areas; ensure that there is no misuse or abuse of identification cards.

  2. Provides prompt, professional and courteous customer service by knowing current program and activity offerings and helps guests and members have their inquiries effectively addressed.

  3. Promote/sell programs and special events, making insightful recommendations that reflect the needs/interests of members and guests. Promote memberships, day passes and retail items utilizing the POS kiosk system.

  4. Receive and answer incoming telephone calls, visitors and emails in a friendly and businesslike manner; direct calls/inquiries to appropriate program/staff in a timely manner. Communicate with members, guest, co-workers and the general public using appropriate

verbal and written language skills.

  1. Maintains the orderliness and cleanliness of the membership lobby, front desk, and makes sure public areas are safe, clean and neatly arranged at all times.

  2. Position will be responsible for all opening and closing duties and securing the POS area at the end of shift.

  3. Handle and resolve member’s and guest’s complaints, by obtaining and evaluating all relevant data to handle complaints and inquiries. Follow up with members and guests to ensure high-level satisfaction and determining future requirements. Notify Member

Services Manager or Coordinator of all issues and refer guest or member to them if further action is needed.

  1. Notifies the appropriate department, staff or manager to resolve issue, or by handling simple issues personally.

  2. Assist Member Services Manager and Coordinator in maintaining a membership database of records utilizing a complex computer program. As well as, ensures confidentiality of all data.

  3. Provide administrative support to include filing, data entry and mailing.

  4. Provide back-up support for Child Watch.

  5. Assist in maintaining membership files and inputting of confidential membership information into the Recreation Management Software (RMS).

  6. Supervise Front Desk Attendants when Member Services Manager and Coordinator are not available.

  7. Assist Member Services Manager and Coordinator in training of all new Front Desk Staff.

  8. Assist Member Services Manager and Coordinator in performing internal audits on membership files to ensure processing of all forms was done properly.

  9. Adhere to The Salvation Army’s policies and procedures in handling cash and accounting procedures. Assist in the receipt and safe keeping of all cash from each program venue.

  10. Assist the Member Services Manager and Coordinator to ensure staff communicates daily with the Facilities Department to address cleanliness and maintenance related issues.

  11. Assist the Member Services Manager and Coordinator to ensure staff exceeds first-class customer service expectations. Maintain healthy relationships with coworkers by exhibiting good communication skills and positive attitude.

  12. Follow and ensure adherence to The Salvation Army Policies and Procedures.

  13. Maintain the Code of Ethics policy, which has been established for the Kroc Center Hawaii.

  14. Attend staff meetings and other administrative meetings as required.

  15. Maintain regular and punctual work attendance. Available to work a flexible schedule that includes working on weekends and evenings.

  16. Perform other duties as assigned.


  1. Able to prioritize and organize work assignments and take projects from beginning through completion.

  2. Able to perform job functions with attention to detail, speed and accuracy.

  3. Able to work in a fast-paced environment and maintain poise under pressure.

  4. Is self-motivated, energetic, enthusiastic, motivational, and able to maintain a self-directed schedule

  5. Genuine interest and commitment to providing quality service.

  6. Respond to crisis situations in a calm and effective manner and remain calm when resolving problems using good judgment.

  7. Must possess the self-discipline necessary to perform repetitive tasks without lowering quality of work.

  8. Able to work with limited supervision, and work in a team setting with other professionals.

  9. Exercise good judgment and comfortable taking initiative with projects.


The position requires sitting; climbing and/or balancing; stooping, kneeling, bending, stretching, crouching and/or crawling; standing; walking; manual dexterity and eye-hand coordination; use of vision; driving a vehicle; pushing/pulling/lifting/carrying 25-50

pounds and occasionally more than 50 pounds. This employee may also be required to work weekends, holidays and evenings.


The position requires talking to co-workers, members/guests and vendors; requires written communication to and from co-workers, members/guests and vendors; talking on the telephone; requires responding to written or verbal requests of co-workers, members/guests

and vendors; requires training/giving verbal and written instructions; requires receiving verbal and written instructions; requires writing/composing written language; requires reading; requires visiting/working at other worksites; requires communication via

the latest technologies.

The position requires the ability to interact with co-workers and the public in a positive professional manner in conformity with The Salvation Army Mission Statement. The position also requires the ability to work with people of diverse backgrounds and circumstances.


Equipment used includes general office equipment such as computers, point of sale kiosks, photocopiers, scanners, printers, fax machines, telephone, microphones, audio-visual equipment, 10-key calculator and automobile.


Most work will be indoors at the new Ray and Joan Kroc Corps Community Center (Kroc Center Hawaii) Front Desk. There will also be times where this employee will be outdoors at the Kroc Center Hawaii. Attendance at trainings and conferences may be required.

Uniforms may be required; such as wearing Kroc Center Hawaii apparel.


The candidate chosen for this position must have a valid driver’s license and insured transportation.

On an annual basis, employees are required to participate in The Salvation Army’s Fleet Safety Program.

May require CPR and First Aid Certification


The candidate chosen for this position will be required to pass a criminal history information check. Conviction of a crime will not automatically preclude employment. The circumstances involved in the conviction(s) will be considered.

The information in this job description indicates the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees

assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position. Employee

will be required to follow any other job-related instructions and to perform any other job-related duties requested by management.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

• Interested parties must apply online at

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

  • Please view Equal Employment Opportunity Posters provided by OFCCP


  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access

to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure

is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41

CFR 60-1.35(c)

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