MOMENTUM INDOOR CLIMBING
GENERAL MANAGER
Momentum is seeking a highly motivated and experienced individual to serve as General Manager (GM) at our industry-leading indoor climbing facility in Houston, Texas. The GM oversees all aspects of facility operations, ensuring a safe, welcoming, and professional environment for members, guests, and staff. The priority of this role is to lead with integrity, prioritize safety and customer service, and foster a culture where staff can thrive and the community can grow.
While the GM does not directly manage Routesetting and Programs (including Youth Programs, Climbing School, and Yoga), they are responsible for everything that happens within their facility. This includes working closely with the managers of those departments to ensure strong alignment, providing feedback on how those departments operate within the gym, and supporting company-wide standards. The GM directly manages the Gym Operations, Facility, and Retail staff.
ROLES AND RESPONSIBILITIES
Facility Leadership and Oversight
- Take full ownership of the successful day-to-day operation of the facility.
- Collaborate with all department managers to ensure consistency, safety, and quality across the gym.
- Lead by example and consistently apply company policies and expectations across the facility.
- Respond to urgent issues, safety concerns, or customer service problems with professionalism and sound judgment.
Assistant Manager Supervision and Development
- Directly supervise the Assistant Manager, providing regular check-ins, guidance, and support.
- Offer mentorship and professional development opportunities to help the AM grow into a more advanced leadership role.
- Review and approve the AM’s work on scheduling, payroll review, event logistics, and other operational responsibilities.
- Support and coach the AM in handling customer service escalations, staff feedback, and team dynamics.
- Delegate appropriate projects to the AM while maintaining accountability and oversight.
- Conduct performance reviews for the AM and provide ongoing feedback aligned with company goals and expectations.
- Ensure the AM is supported during high-impact responsibilities, including gym events, retail operations, and staff training.
Staff Management
- Directly manage the Gym Operations, Facility, and Retail teams, including hiring, onboarding, training, and performance management.
- Conduct regular check-ins and annual reviews, provide raises and promotions in accordance with Momentum’s compensation structure and HR policies.
- Collaborate with Program and Routesetting managers to support their teams and provide feedback about departmental operations within the gym.
- Lead monthly all-staff meetings and maintain a culture of communication, accountability, and collaboration.
Customer Service and Community Development
- Ensure every guest and member feels welcome, safe, and supported.
- Engage directly with the community and model exceptional customer service standards for staff.
- Address and resolve member concerns and customer feedback in a timely and thoughtful manner.
- Create a positive and inclusive environment that reflects Momentum’s commitment to community building.
Marketing and Community Engagement
- Coordinate with the Marketing Department to implement outreach strategies that support membership acquisition, retention, and program participation.
- Support marketing campaigns at the facility level and lead staff in executing promotional goals.
- Host and promote community events that strengthen member connection and brand loyalty.
Operations and Retail Management
- Oversee POS operations, including daily closeouts, cash handling, and financial accuracy.
- Ensure retail operations are aligned with company strategy, including inventory management, merchandising, and staff training.
- Manage facility maintenance, cleaning, and IT coordination to maintain a professional and safe space for members.
- Ensure that all rules, policies, and risk management protocols are followed and clearly communicated to staff and members.
REQUIREMENTS AND PHYSICAL DEMANDS
Experience, Skills, and Certifications
- Bachelor’s degree or equivalent work experience required.
- At least 5 years of climbing experience with enthusiasm for the sport (experience in bouldering, sport, and trad preferred).
- Minimum 3 years of experience in people management, customer service, and operational leadership.
- Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.
- Excellent communication skills in person, on the phone, and in writing.
- Proficient with Microsoft Office and Google Workspace tools.
- Current First Aid and CPR certifications required (or ability to obtain within the first 3 months).
Hours and Availability
- Full-time salary exempt position, 40 hours/week.
- Minimum 32 hours/week in the facility, with up to 8 hours/week of off-site work allowed.
- Required to work at least one evening shift per week and two weekend shifts per month.
Environmental and Physical Demands
- Comfortable working in a loud, high-energy environment.
- Ability to speak in front of and provide instruction to large groups.
- Comfortable working at height and moving up and down climbing walls.
- Capable of standing and walking on unstable surfaces for extended periods.
- Able to lift, move, and carry up to 50 lbs regularly.
- Ability to balance, kneel, pull, push, and grasp objects as needed.
- Visual acuity to assess fine details such as harness buckles, knots, and belay techniques.
COMPENSATION, BENEFITS, AND PERKS
- Starting salary of $75,000, depending on experience
- Health insurance and 401(k) retirement savings plan (eligibility requirements apply)
- Paid time off (PTO) and holiday pay
- Complimentary membership to all Momentum facilities
- 20% discount on Momentum classes, programs, and retail
- Access to outdoor industry pro-deals
