First Impressions Coordinator

🔷 First Impressions CoordinatorDepartment: MusicReports To: Program DirectorStatus: Part-TimeLocation: ROOTS Academy, Franklin, TN🌟 Why This Role MattersAt ROOTS Academy, our First Impressions Coordinator is more than just front desk support—they are the heartbeat of the Music Program experience. This role is grounded in responsibility over the lobby experience and the care of families. It’s not just about checking off boxes—it’s about owning the outcome: helping families feel seen, cared for, and supported.This team member supports the scheduling process by serving as a liaison between families and our Scheduling Administrative Team. That means noticing a parent who needs help, a supply that needs restocking, or a mentor waiting on support—your job is to see the big picture, take initiative, and ensure the day-to-day feels smooth and positive for everyone.What matters most is warmth, care, and relationship—alongside strong follow-through, clear documentation, and consistent protocol. Even when you’re not the one solving the issue, you’re the one making sure it’s handled with excellence.🎯 Role SummaryThe First Impressions Coordinator is the welcoming face and support backbone of the Music Program. They ensure every person who walks through our doors feels valued, informed, and cared for. This role blends hospitality, attention to detail, and communication to create a professional and uplifting environment for our families and staff.They also play a critical communication role between our students and the administrative team—ensuring accurate information, excellent hospitality, and timely coordination with the right team member.📋 Key Responsibilities👥 Lobby Experience & Family SupportGreet students and families with warmth and professionalismOffer drinks and check-in support for waiting guestsAnswer general questions about lessons, scheduling, and programsProvide a warm handoff for new trial students meeting their mentorCare personally and document thoroughly any parent/student requests or concerns🧠 Communication & CoordinationRelay key parent/student conversations via Slack or Opus1 to Scheduling Admin TeamLeave detailed and timely notes in Opus and/or ClickUpNotify the Admin Team of any student cancellations, questions, or concernsAttend and contribute to the daily FIT Sync meeting with the Music Admin Team🧼 Visual & Space ManagementMaintain a clean, welcoming lobby and fully stocked spaces (copy room, music studios, restrooms)Monitor and replenish bathroom and kitchen supplies dailyFollow open/close checklist including lights, music, trash, and restockingKeep signage, chalkboards, and marketing materials up to date📞 Phone & Front Desk HospitalityAnswer phones warmly and professionally using approved scriptsProvide accurate and helpful info about ROOTS programs and policiesAssist trial families with paperwork, FAQs, and post-trial next stepsUse trained language and tone to calmly support any family frustrations or concerns🎪 Event & Logistics SupportAssist with front desk, hospitality, and wayfinding during eventsSupport communication and flow for student showcases, camps, and intensivesSet up, clean, and manage front-of-house zones during performances💬 Daily Non-NegotiablesGreet and say goodbye to every familyBe present at the desk during all student transitionsMaintain a clean and professional lobby and studio environmentLeave notes and follow protocol for student requests or questionsCommunicate proactively with the Admin and Scheduling Team📊 Key Metrics for Success (KPIs)✅ 100% of scheduled lessons checked in on time using Opus1👥 100% of student/mentor transitions are supported and on time💬 All family requests and conversations are communicated clearly to Admin/Scheduling Team🧼 Copy room, kitchen, studios, and bathrooms are always stocked and presentable📞 Answer rate at >85% for peak time phone calls🔒 Studio closed and checklist fully completed each shift⏰ Punctual attendance at all scheduled FIT Sync Meetings🧠 Ideal Candidate ProfileFriendly, dependable, and proactive - enjoys engaging with others and making new friendsSkilled communicator and attentive listenerThrives in the art of multi-tasking in organized, high-traffic environmentsService-minded and solution-orientedExperience in customer service, reception, education, or youth programs is a plusSkills/Qualifications:Positive attitude: it is everything in this roleGrowth Mindset: a willingness to learn & believe their talents can be developed (through hard work, good strategies, and input from others)Problem-solving: identifies and resolves problems in a timely manner; gathers and analyzes information and develops alternative solutions; uses reason when dealing with emotional situationsInterpersonal skills: has the ability to solve conflict calmly and effectively; maintains confidentiality; listens without interrupting; keeps emotions under control; is open-minded to fresh ideas and trying new thingsVerbal communication skills: can speak clearly and persuasively in positive or negative situations; listens and responds well to questionsTeamwork: able to balance team and individual responsibilities; exhibits openness to others’ viewpoints and ideas; contributes to building a positive team; committed to supporting those around you -- co-workers and customersLeadership: exhibits confidence in self and others; inspires and motivates others to perform well; inspires respect and trustQuality Control: looks for ways to improve and promote quality and a first-class experience; demonstrates accurateness and thoroughness; follows all policies and procedures; applies feedback to continue to improveEthics: Treats people with respect; keeps commitments; works with integrityProfessionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect; accepts responsibility for actions; follows through on commitmentsOrganizational skills: is able to handle multiple tasks at once; exhibits promptness and thoroughness in delivering messages, tasks, and information; able to follow guidelines and directionsInnovation: meets challenges with resourcefulness; generates suggestions for experience improvements; able to develop new approaches and ideas for presentationSituational Awareness: be aware of who and what are happening around you at all times, as well as what is planned for the day in order to solve problems and serve the team and customers well⏱️ Schedule & AvailabilityAfternoon and evening availability required (Mon–Fri, 2:00–9:00 PM)Occasional Saturdays required for camps or student performancesTypical shifts are 6–7 hours depending on the season and studio needsPowered by JazzHRps9FiCwA3D