Front Desk Manager

Role Description
The Front Desk Manager oversees the daily forward facing operations of ARG under the supervision of and with the support of the Business Administrator. This is both a Customer Service job as well as Sales, finding a balance between the needs of the business, and maintaining ARG’s welcoming and community-focused atmosphere.

The Front Desk Manager’s primary focus is managing and leading a team of 10-15 staff. The FDM is responsible for hiring, training employees, and managing the weekly and monthly Front Desk staffing schedule. They are responsible for monitoring that daily/weekly tasks are being completed, all while keeping risk management at the forefront of each project or process. The FDM ensures front desk employees have all the resources they need whether it be tangible supplies, continuing education for their job, or protocols for new processes.

The Front Desk Manager contributes to the overall success of the facility by maintaining high standards of customer service and operational efficiency. The FDM manages the incoming online customer queries. They oversee membership changes and any conflict that may escalate beyond the Front Desk in a timely and professional manner. The FDM enforces ARG policies, helps coordinate emergency response, and uses problem solving skills to find the best outcome for both the customer and the business.

The Front Desk Manager is proactive and approaches any situation with a problem-solving mentality in order to be successful in this role. The FDM advocates for the needs of the consumers to the management team so that ARG can continue to provide exceptional offerings in a diverse community.

As a representative of the Alaska Rock Gym, the Front Desk Manager is expected to be knowledgeable about the gym and its offerings, and stoked about the outdoor industry. The FDM is expected to lead by example, be kind, welcoming, and eager to pursue growth opportunities; be accountable, reliable, and contribute to a supportive team environment.

Benefits include a free gym membership, access to industry pro-deals, profit sharing, PTO, simple IRA plan, and potential for salary and/or growth opportunities within the company.

Preferred skills and job expectations

• 2+ years of previous management experience equivalent to role description
• 3+ years of consistent climbing experience (bouldering, outside, inside, sport, trad, etc.). The more diverse the climbing background, the better
• Previous Rock Gym Pro experience is preferred
• Excellent interpersonal skills
  • Conflict Management is something that you must be comfortable with
  • Ability to engage staff and customers in corrective conversations
• Must be available to work weekends and evenings and be regularly present in the gym
• Ability to work well with a team and be able to welcome new ideas
• Must thrive in a high volume, fast paced environment
• Is highly organized and able to keep to a schedule and timeline
• Strong ability to learn new software and analyze data

This is a full time position offered at an hourly rate of $22-$25 commensurate with experience. Bi-annual reviews are conducted in March and September. Please include your resume, cover letter, and three references. Alaska Rock Gym is an equal opportunity employer.