Position: Assistant Gym Manager – Sales
Hours: Full-Time, Salaried
Pay Range: $45,000-$50,00 Annually + Sales Incentives
Benefits Eligible: Yes (Health, Retirement, PTO, Membership)
General Description
Established in 1987, Portland Rock Gym’s mission is to teach and train well-rounded, life-long rock climbers indoors and out at the crags, while celebrating and preserving our local cliffs and boulders through community involvement. We strive to meet this goal by fostering an inclusive and diverse community of kind and supportive climbers, providing excellent customer service, professional instruction, and maintaining exceptional facilities.
The Assistant Gym Manager – Sales is responsible for leading customer-facing operations at a Portland Rock Gym location, with primary ownership of staffing, scheduling, front desk operations, sales, customer experience, and the training and development of customer-facing staff.
This position is also a Floor Manager, sharing responsibility with the Assistant Gym Manager – Operations for the overall operation of the gym while on duty. Both Assistant Managers are active participants in daily gym operations and are expected to be capable of overseeing the entire gym, supporting all departments and staff, responding to incidents, maintaining safety standards, addressing customer needs, and ensuring the gym is operating effectively.
The Sales Manager’s area of specialization is customer-facing operations and staff development. This includes developing staff knowledge and skills related to customer service, membership sales, retail sales, front desk procedures, and the overall customer experience.
The Assistant Gym Manager –Sales works closely with the Assistant Gym Manager – Operations, reports directly to the Director of Gym Management, and supports senior leadership to ensure consistency, efficiency, and alignment across the organization.
Floor Management & Daily Operations
- Serve as a Floor Manager and actively oversee daily gym operations while on duty.
- Work collaboratively with the Assistant Gym Manager – Operations to ensure the entire gym is operating safely, efficiently, and to PRG standards.
- Actively support all departments and staff on the floor, regardless of whether they fall within the Sales or Operations area of specialization.
- Serve as an on-site leader and primary point of contact for staff while on shift.
- Respond appropriately to customer concerns, incidents, staffing issues, and operational problems.
- Ensure compliance with company policies, procedures, and safety standards.
- Conduct opening and closing procedures as assigned.
- Communicate important operational information between shifts and management.
- Support special events, programs, and other location-wide initiatives.
- Coordinate with the Operations Manager to address operational needs and ensure appropriate follow-through.
Front Desk & Customer Experience
- Develop and maintain a knowledgeable, welcoming, and service-oriented front desk team.
- Ensure accurate, professional communication with customers in person, by phone, and via email.
- Monitor the customer experience and identify opportunities for improvement.
- Support staff in resolving customer questions and concerns.
- Ensure front desk procedures are followed consistently.
- Maintain accurate customer and membership information.
- Monitor front desk performance and identify training and development needs.
- Establish clear expectations for customer service, communication, and professionalism.
Retail Oversight
- Support day-to-day retail operations and take primary ownership of retail staff knowledge and performance.
- Train and coach staff on product knowledge, merchandising, and retail sales.
- Partner with the Gym Manager and leadership to manage inventory and merchandising.
- Ensure accurate receiving and processing of shipments.
- Maintain organized, visually appealing retail spaces.
- Communicate customer trends and product needs to leadership.
Sales & Memberships
- Take primary ownership of membership and customer-facing sales performance.
- Monitor membership conversion, retail sales, and other applicable sales metrics.
- Coach front desk staff on membership sales, conversion, customer engagement, and effective sales conversations.
- Ensure staff understand current membership options, promotions, pricing, and policies.
- Develop staff knowledge of PRG products, services, and retail offerings.
- Review individual and team sales performance and identify opportunities for improvement.
- Provide targeted coaching and training to address sales performance gaps.
- Communicate sales trends, opportunities, and training needs to the Gym Manager and senior leadership.
Staffing & Scheduling
- Recruit, interview, hire, and train front-of-house staff in coordination with the Gym Manager.
- Develop and maintain appropriate staffing levels.
- Build and maintain staff schedules based on business needs, employee availability, and operational requirements.
- Monitor attendance, timekeeping, and scheduling issues.
- Coordinate coverage for call-outs and staffing gaps.
- Work with staff to maintain reliable and consistent scheduling.
- Identify staffing needs and make recommendations to the Gym Manager.
- Ensure front-of-house staff are properly trained and prepared for their responsibilities.
Staff Training, Coaching & Development
- Take primary ownership of training and developing staff in customer-facing responsibilities.
- Develop and maintain training standards for front desk operations, customer service, membership sales, retail sales, and product knowledge.
- Provide ongoing coaching and feedback based on observed staff performance.
- Identify individual and team training needs and develop appropriate coaching plans.
- Work directly with staff to improve sales skills, customer engagement, and confidence in explaining PRG memberships, programs, products, and services.
- Reinforce expectations through regular observation, feedback, and follow-up.
- Conduct or assist with performance reviews.
- Address performance concerns in coordination with the Gym Manager and applicable HR procedures.
- Recognize strong performance and encourage continued staff development.
- Foster a positive, inclusive, and supportive workplace culture.
- Maintain clear and consistent communication with staff.
Collaboration with Operations
- Work closely with the Operations Manager to ensure staff receive consistent expectations, coaching, and support.
- Support Operations priorities when operating as Floor Manager.
- Remain actively engaged in facility, cleanliness, and safety concerns while on duty.
- Communicate customer-facing issues that may require facility or operational follow-up.
- Participate in location-wide staff training and development initiatives regardless of area of specialization.
Minimum Requirements
- Availability to work evenings and weekends
- High school diploma or GED required (some college preferred)
- Minimum 2 years of leadership experience, including experience supervising or leading staff in a retail or membership sales environment
- Experience in a customer service-focused industry (fitness, retail, hospitality, or recreation)
- Strong verbal and written communication skills
- Proven ability to lead teams and manage performance
- Strong organizational and scheduling skills
- Proficiency with Microsoft 365 and Google Workspace
- Ability to manage deadlines and operational priorities effectively
- Climbing Wall Instructor Provider Certification, or ability to attain certification
- First Aid & CPR certification, or ability to attain certification
- Availability for occasional evenings, weekends, and special events
Things We Love to See
- 3+ years of management experience in a climbing gym or fitness facility
- Experience with staff scheduling and sales management
- Familiarity with Rock Gym Pro (RGP) or similar systems
- Experience coaching and developing customer-facing teams
- Passion for climbing and community-building
