Job Description

Job Description

Job Description

Summary//

The Gym Manager manages gym operations and gym staff to ensure a high level of customer service and membership retention. They ensure a positive and efficient work environment throughout the entire facility. This includes overseeing staff scheduling and daily duties, implementing onboarding and training, managing employee productivity, and processing disciplinary action. The Gym Managers will also provide coaching and training for the Assistant Gym Managers and the Gym Staff Shift Leads on the team. The Gym Manager will report to the General Manager of The Front.

PRIMARY AND ESSENTIAL FUNCTIONS//

Front Desk Operations//

• Manage daily front desk operations, including customer service, sales, and cleaning duties.
• Dedicate time at the front desk to model customer-focused service, ensuring staff members observe best practices firsthand.
• Serve as a role model for productivity, creating a positive work culture and inspiring the team.
• Assist in organizing and facilitating events, promotions, and operational changes, communicating plans to gym managers and gym staff.

Leadership and Customer-Centric Role Model//

• Demonstrate exceptional customer service, work ethic, and adherence to operational procedures.
• Participate in daily and bi-weekly meetings with Gym Staff Shift Leads and Gym Management to coordinate tasks.
• Identify areas for improvement in customer service and operations, collaborating with teams to implement solutions.
• Engage with members regularly to gather feedback and use insights to enhance service offerings.
• Foster a supportive atmosphere that motivates staff to take pride in providing top-tier customer service.
• Participate in strategic planning to align customer service goals with club objectives.
• Develop and enforce high standards of customer service, ensuring consistency in every member interaction.
• Support departments in launching initiatives that enhance customer satisfaction and streamline operations.
• Review and update front desk procedures regularly to maintain a customer-focused and efficient approach.
• Manage customer feedback, ensure timely responses and address complaints effectively.

Enhancing Sales Culture at the Front Desk//

• Encourage staff to integrate sales conversations into member interactions, focusing on benefits and features of products and services.
• Model effective engagement strategies, demonstrating how to incorporate sales into everyday conversations.
• Create a supportive environment for Gym staff to explore sales opportunities and seek guidance.
• Ensure staff are knowledgeable about the full range of products and services to answer member queries effectively.
• Align sales approaches with The Front's values and commitment to member satisfaction.

Supervision and Performance Evaluation//

• Provide clear direction and constructive feedback to Gym Staff, Shift Leads, and Assistant Gym Managers.
• Conduct 30/60/90-day reviews with new staff and managers to assess progress, address challenges, and set expectations.
• Utilize and maintain the Skills Matrix to track employee performance and refine it during biannual and review check-ins.
• Conduct bi-annual reviews for Shift Leads and Assistant Managers to evaluate performance and discuss career development.
• Monitor and document individual and team performance, including promotions and disciplinary actions.

Complaint Resolution and Issue Handling//

• Manage escalated complaints and incidents requiring management discretion.
• Work with HR to resolve staff complaints fairly and effectively.
• Coordinate with the Facilities Manager for prompt maintenance and improvements.
• Collaborate with Risk Managers to implement and monitor safety protocols.
• Ensure cleanliness standards are met through collaboration with Gym Staff Teams.
• Resolve issues promptly to maintain a safe and pleasant environment for members and staff.

Operational Oversight and Resource Development//

• Review daily reports from Shift Leads and Assistant Managers, providing feedback and guidance.
• Collaborate with other managers to maintain operational consistency and best practices.
• Develop tools and resources to enhance department efficiency.
• Lead team and facility improvement projects with professional, creative proposals.
• Implement environmentally sustainable practices within operations, aligning with gym sustainability goals.

Recruitment and Hiring//

• Collaborate with senior management to develop workforce plans, identifying staffing needs based on growth, seasonality, and member preferences.
• Participate in interviews, make hiring decisions, and coordinate with HR on job offers and onboarding.
• Identify ongoing training needs in partnership with HR and department heads to support continuous staff development.
• Maintain a talent pipeline to streamline future recruitment efforts.
• Establish a feedback loop with HR and hiring managers to refine the hiring process continually.

Long-Term Planning and Development//

• Develop department tools and resources continuously.
• Participate in biannual and yearly planning processes, representing Gym Management.
• Identify opportunities for facility improvements and expansion.

Additional Responsibilities//

• Support other Front Climbing Club departments as needed, including the Cafes, Facilities, Events, etc.
• Undertake other duties as assigned by senior management to contribute to the gym's overall success and growth.

Requirements//

• Bachelor's degree preferred; equivalent work experience accepted.
• Minimum of four years in customer service or hospitality experience.
• At least two years of experience managing people.
• Knowledge of Rock Gym Pro software and sales experience preferred.
• Ability to work nights and weekends.
• Strong planning, time management, and organizational skills.
• Proven ability to lead and motivate diverse teams.
• Willingness to learn indoor climbing safety procedures and instructional skills.
• First Aid/CPR and Utah Alcohol certifications required.
• Proficient in MS Office (Excel and Outlook) with a collaborative and innovative mindset.

Job Hazards//

This position is exposed to airborne chalk, dust and cleaning supplies. Other hazards include falling while providing instruction or demonstration and trips and falls caused by obstacles on the ground such as ropes and climbing gear and slippery surfaces after they have been cleaned.

MISSION STATEMENT//

The Front's mission is to create innovative spaces that maximize the climbing experience, inspire meaningful connections, and foster an engaged community.   

CORE VALUES//

Distinctive Facilities with Emotional Depth// 

We design and build outstanding and unique facilities that are the "3rd place" for the broader outdoor community, and we maintain and improve our facilities with the utmost attention to detail and care. This creates a foundation for organic and fostered emotional connections with our members and between our members, leading to long-term, loyal, and proud members.    

We add depth and authenticity to our facilities by supporting and contributing to our local communities through volunteerism, educated activism, and both financial and non-financial support.   

  Operational Prowess and Superiority// 

We develop and continually improve elegant, efficient and documented operational processes that underpin a disciplined approach to effective facility operations. We look outside the climbing industry for guidance and inspiration and strive to be at the industry forefront in all respects. We safeguard our industry edge and protect company assets through discretion and care.      

We use data to inform and guide our operations. Data gathering and analytics are foundational in improving our facilities, increasing our operational efficiency, expanding our individual capacities, and facilitating efficient teamwork. We adhere to efficient and organized business practices that utilize technologies to continually improve the level of operational excellence we promise to our members.   

Employee Excellence and Growth// 

We value the positive contributions of our employees and strive to make The Front an enjoyable yet challenging environment to accomplish important work and experience personal growth.      

We value listening to and learning from one another. We endeavor to be clear and authentic in all our interactions. We value candor and diverse opinions, yet when decisions are made, we unite to achieve their success.        

We have high expectations of one another-to work hard and to be thoughtful. We take pride in and maintain integrity in our work. We are disciplined, focused, and resilient. We thrive on the sharp end. Falling short of a challenging goal, when a thoughtful and concerted effort is employed, is not failure. We undertake challenging projects with forethought and see them through to comprehensive completion.      

We collaborate and innovate as a means to create exceptional value for our members, our company, and ourselves.   

EQUAL OPPORTUNITY EMPLOYER//

The Front Climbing Club is committed to providing an equal employment opportunity environment of mutual respect for all its people. This work atmosphere is available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. The Front Climbing Club strongly believes that diversity and inclusion amongst our teams is critical to our success as an organization. We are driven to recruit, develop and retain the most talented people from a diverse candidate pool. As such, we highly encourage those with diverse backgrounds to apply.

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