Lead Experience Associate - Nashville, TN

  • TOCA Football
  • Franklin, TN, USA
  • 02 Apr, 2024
Full time Community Customer Service Hospitality

Job Description

At TOCA, we are passionate about people and the power of sport. We believe in creating an environment that becomes the “third home” for our guests — where they learn, where they live, and where TOCA becomes the place where they play. Whether they’re kicking a soccer ball for the first time, focused on finding their best, or rediscovering their passion for the game, we are here to support and guide them every step along the way. Everyone deserves the opportunity to experience the joy and fulfillment that sports can bring, regardless of background and skill levels. Our ultimate goal is to create a consistent and amazing experience for everyone who interacts with TOCA, whether it is our dedicated team members or esteemed guests.

What makes a TOCA Teammate? An individual that seeks to...

  • Play Hard
  • Care Deeply
  • Grow Together
  • Strive for Excellence
  • Create Awesome Experiences

Position Overview:

We are seeking a passionate and enthusiastic individual to join our soccer training facility team as an Lead Experience Associate. As an Lead Experience Associate, you will play a crucial role in ensuring exceptional guest satisfaction and a smooth operational flow within a TOCA Soccer Training Facility. 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.

Qualifications & Experience:

  • 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.

Benefits:

  • Opportunity to lead the guest experience in a dynamic and innovative soccer training facility.
  • Contribution to the growth and development of local soccer talent and community engagement.
  • Positive and supportive team culture that values continuous improvement and excellence.

TOCA Football, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.