Role: Operations Supervisor
Reports To: Gym Director (Location) / Gym Manager (Location)
Type of Position: Full-Time, Hourly, Non-Exempt
Company Mission
By serving our communities in an open and inclusive environment, providing remarkable climbing experiences, The Spot offers customers and staff experiences and opportunities that develop strong bodies, healthy minds, and friendships for life.
Job Description
The Operations Supervisor is responsible for overseeing all front desk operations and staff to ensure a consistently high-quality, risk-managed, and welcoming experience for all guests. This role serves as the primary leader for front desk staff, providing mentorship, training, scheduling oversight, and operational accountability while collaborating closely with the Gym Director / Gym Manager to ensure smooth, efficient gym operations.
The Operations Supervisor acts as an ambassador for The Spot’s brand, values, and climbing culture. Daily responsibilities include supervising front desk staff, delivering exceptional customer service, managing retail and pro shop operations, maintaining Rock Gym Pro (RGP) systems, enforcing gym policies, and supporting interdepartmental communication. This role requires consistent weekend and evening availability and hands-on leadership on the floor.
Qualifications
- Minimum 6 months customer service experience, preferably in a health, wellness, or fitness environment or prior leadership experience
- Strong analytical and problem-solving skills
- Strong communication and conflict-resolution skills with guests and staff
- Excellent customer service skills focused on a positive guest experience
- Strong time management skills with the ability to adapt in a dynamic environment
- Retail and sales experience, including cash handling and POS systems
- Demonstrated ability to evaluate customer needs and recommend appropriate products and services
- Belay-certified climber with a strong understanding of climbing techniques, terminology, and equipment
- Ability to qualify customers to belay and lead climb
- Cultural sensitivity, maturity, and ability to consistently model appropriate behavior
- Strong independent judgment and decision-making skills
- Self-motivated with a strong team-oriented mindset
- Comfortable enforcing policies and addressing conflict with guests and staff
- Proficiency with Rock Gym Pro (RGP) and Google Suite
- Ability to lift and carry at least 25 pounds
- Ability to sit or stand at a workstation for extended periods
- Ability to independently follow written and verbal instructions
- Must be eligible to sell alcohol in an unsupervised environment
- Satisfactory background check required
Position Responsibilities
- Work Schedule & Coverage
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- Work a consistent schedule that includes weekend (Saturday/Sunday) and evening coverage
- Schedule determined in coordination with the Operations Manager based on staffing needs
- Provide front desk shift coverage as needed to ensure operational continuity
- Leadership & Staff Development
- Serve as the primary leader and resource for front desk staff
- Mentor staff in customer service best practices, product knowledge, and professional conduct
- Train and supervise front desk staff in public-facing interactions and sales execution
- Support staff onboarding and ongoing training
- Monitor staff performance and core competencies, including:
- Customer Service & Relations
- Inter-Staff Relations
- Facility Risk Management
- Daily Task Completion
- Punctuality and Professional Presentation
- Sales performance
- Hiring, Scheduling & Accountability
- Collaborate with the Operations Manager on front desk hiring decisions
- Manage and maintain front desk schedules to ensure appropriate coverage
- Review weekly time cards for accuracy and identify recurring issues
- Provide regular performance feedback and recognition
- Front Desk Operations & Systems
- Establish, maintain, and improve front desk standards, procedures, and workflows
- Ensure front desk organization, cleanliness, and stocking of all necessary supplies
- Review and recommend updates to Standard Operating Procedures (SOPs)
- Maintain current knowledge of all gym products, services, and policies
- Ensure staff are consistently informed and aligned
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- Sales & Retail Oversight
- Increase collective front desk membership and retail sales performance
- Maintain high individual sales performance
- Assist in setting and tracking individual and team sales goals
- Monitor individual sales performance and highlight key contributors to the Operations Manager
- Collaborate in the development and execution of The Spot Sales Playbook
- Attend two mandatory retail inventory events per year
- Cash Handling & POS Management
- Supervise daily cash handling procedures
- Verify daily Z-out reports
- Prepare and submit weekly bank deposits
- Resupply cash drawers from manager backstock as needed
- Assist with declined billing outreach and POS maintenance
- Communicate POS system issues to the Operations Manager and IT support
- Equipment & Risk Management
- Oversee routine inspection and maintenance of front desk–managed equipment, including:
- Harnesses
- Shoes
- Belay devices
- Maintain accurate and up-to-date equipment inspection logs
- Events & Collaboration
- Attend and supervise facility events as required
- Collaborate with other departments to support smooth gym operations
- Attend mandatory quarterly all-staff training meetings
Success in This Role Looks Like
- Front desk staff who are confident, knowledgeable, well-trained, and accountable
- A consistently positive and professional guest experience
- Strong sales performance that meets or exceeds location targets
- Accurate cash handling, reporting, and scheduling with minimal corrections
- Well-maintained equipment, clean logs, and strong risk management practices
- Clear communication and follow-through with the Operations Manager
- Proactive problem-solving rather than reactive firefighting
- High standards upheld even during busy, high-stress periods
- A front desk team that feels coached, supported, and motivated to improve
Compensation
$18/hr – $26/hr. paid on a semi-monthly basis
Environmental and Physical Demands
- Ability to sit, stand, and move around the facility for extended periods.
- Ability to lift and carry up to 20lbs
- Manual dexterity required for operating a computer keyboard, handling documents, and using office equipment
- Ability to work in a confined area.
- Ability to hear and speak clearly.
- Ability to see details of objects at close range.
- Exposure to airborne chalk dust
Benefits: We take care of our team with benefits that support your health, lifestyle, and future depending on position status. Enjoy comprehensive medical, dental, and vision coverage, paid sick time, and optional supplemental insurance like accident, life, and short-term disability. Plan ahead with a 401(k) retirement plan and make your commute easier with RTD transit passes. As a part of the team, you’ll receive a free membership to The Spot for you and a loved one. The Spot offers a comprehensive benefits package, including medical, dental, and vision insurance, sick time, for full time staff. Including supplemental insurance such as Accident, Life, and Short Term Disability. We also offer a 401(k), RTD passes, and company perks such as free membership are also available to regular staff.
Apply by Date: AS LISTED IN POSTING
Apply at: https://www.thespotgym.com/career
