Human-centered-design Opportunity Near You ∙ Page 29

Description

Position Title: Front Desk Associate

Reports to: Facility Operations Coordinator/Specialist

Location: Vancouver Tennis Center, Mint Valley, or Galbraith Tennis Center, Washington

Status: Part Time; Hourly; Non-Exempt

Pay: $18.00 per hour

Do you have a passion for tennis? Do you want to work at an innovative, entrepreneurial, non-profit organization? Are you motivated to give back to communities and to provide programs and services that positively impact youth, teens, adults, and multi-generational families? USTA PNW is looking for a Front Desk Staff member to help drive our mission on and off the court. This position reports to the Facility Operations Coordinator or Specialist.

Do you have a passion for tennis? Do you want to work at an innovative, entrepreneurial, non-profit organization? Are you motivated to give back to communities and to provide programs and services that positively impact youth, teens, adults, and multi-generational families? USTA PNW is looking for Instructors and Site Directors at our local parks and schools to help drive our mission on and off the court. This position reports to the Regional Manager of Recreational Tennis. 

Established in 1904, the United States Tennis Association Pacific Northwest (USTA PNW) is a 501(c)3 non-profit organization working to promote and develop the growth of tennis by providing access for all. As one of the 17 sections of the USTA, the national governing body of the sport of tennis, USTA PNW serves over 25,000 individual adult and junior members, 200+ tennis facilities, and provides low-cost RecTennis after school and summer programs to 40,000 participants. USTA/PNW has cultivated over 300 community partnerships including schools, public parks, recreation and shared spaces across four states. Learn more at www.ustapnw.org. 

USTA PNW was recognized as one of the 2024 and 2025 Top Workplaces by The Oregonian! This award is a testament to our incredible staff and the collaborative, dedicated, and trusting environment we've built together.

To expand accessible play opportunities and to continue to ensure cost is not a barrier to entry, USTA PNW also manages and operates indoor tennis facilities: Vancouver Tennis Center, Mint Valley Tennis Center, and Galbraith Tennis Center; which provide an industry-best experience and give back to the surrounding community all at an affordable cost.  Learn more at www.ustapnw.org.

Additional information on our facilities can be found here: Vancouver Tennis Center, Galbraith Tennis Center and Mint Valley Tennis Center.  All USTA PNW facilities are located in Washington State. 

Key Responsibilities:

• Provide excellent customer service to members, non-members and guests at all times.
• Monitor traffic flow into and out of the facility.
• Handle court reservations, and all P.O.S transactions.
• Responsible and accountable for collecting payment for memberships, lessons, classes, programs and pro shop.
• Answer phones and transfer calls to the appropriate department, taking accurate messages and disseminating necessary facility related information.
• Ensure registration and check in and check out procedures are followed as members, non-members and guests arrive and depart.
• Stock display areas as needed.
• Conduct scheduled walk-throughs of key areas up to/and including restrooms, locker rooms and parking lot to ensure cleanliness and safety. 
• Clean up and report safety concerns as needed.
• Complete opening and closing procedures as required.
• Perform other reasonable related duties as assigned by immediate supervisor and other management as required.
• Relay information (complaints, problems, accident reports, etc.) to the supervisor.
• Other duties as assigned.

On-Court vs. Off-Court:

• 0% On-Court (may be utilized when available to assist as requested with on-court activities)
• 100% Off-Court (includes Monthly or as needed Front Desk Staff Meetings)
• Subject to change with business needs. 

Supervisory Responsibilities: This role does not directly oversee or supervise any staff.

Internal Relationships: Works primarily and directly with Facility Operations Coordinator/Manager. Interfaces frequently as needed with Head Tennis Pro, Tennis Pros, or Registration Coordinator to help direct new and existing members, non-members and guests to the appropriate contact.  

External Relationships: Maintains high quality customer service with members, non-members and guests at USTA PNW Tennis Centers. Represent the mission and organization at all times.

Travel Demands: N/A

Key Performance Indicators: When reviewing this position during the year, the following will serve as performance indicators: 

• Pre and Post Season/Program Reviews performed by Supervisor (if applicable)
• Achievement of specific objectives for areas of responsibility. 
• Evidence of high quality customer service.  
• Evidence of performance of major duties. 
• Evidence of performance as a productive team member. 
• Evidence of effective internal and external relationships. 
• Evidence of delivering the USTA PNW mission. 

Skills & Qualifications:

• Dependability, communication skills, and an excellent work ethic.
• Ability to accept guidance and supervision.
• Must have a friendly, outgoing personality and enjoy social interaction.
• Current CPR and First Aid certifications preferred.
• Must have the ability to pass a background check.
• Ability to make quick decisions that best serve facility members and guests.
• Ability to learn and use registration software and other related computer functions.
• Prefer experience regarding cash and credit transactions.
• Customer service interaction experience with members, guests, and employees in person and on the phone.
• Demonstrated ability to effectively build relationships with staff and customers.
• Work independently and collaboratively to accomplish responsibilities, goals and projects. 
• Provide excellent customer service to both internal and external customers, partners, vendors.
• Excellent written and oral communication skills. 
• CPR and AED certified preferred. 

Requirements

Conditions of hire:

• Must have the ability to continually pass a background check. 
• Must complete the USTA Safe Sport online education course. Eligibility to be SafePlay approved and remain SafePlay approved through tenure at USTA PNW.
• Must complete all required Safety Trainings.
• Must register within ADP Workforce Now (payroll platform) to ensure proper tax and payroll recording. 
• Authorization to work within the United States administered by a 3rd party vendor.
• Must sign the USTA PNW Offer Letter, Employee Handbook, and all required policies and procedures upon hire and as needed. 
• Ability to fulfill the essential job functions as described with reasonable accommodations given. 

Physical Requirements & Work Environment:

• This job operates out of a tennis facility. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, ball machines, racquets, and carts.
• The ability to lift 25-50 pounds regularly.
• The ability to squat and bend over regularly.
• The ability to carry out repetitive motions regularly.
• The ability to lift and carry awkward items from one location to another.
• The ability to respond quickly to sounds and visual cues (such as alarms and/or safety concerns both on and off court).
• The ability to move safely over uneven terrain or in confined spaces.
• The ability to see and respond to dangerous situations.
• The ability to work in extreme weather and indoor/outdoor conditions.
• The ability to stand for length of shift (with breaks and lunches given per policy).

Benefits

Compensation & Benefits:

• Hourly rates outlined in the signed Offer Letter.  
• Position currently ineligible for benefits as outlined in the signed Employee Handbook. 
• Position eligible for Sick Time and other benefits mandated by the State of Washington as outlined in the Employee Handbook.