Guest Experience Manager

Guest Experience Manager

Gripstone Climbing & Fitness is looking for a full-time Guest Experience Manager to join their team.  Gripstone is a state-of-the-art, 19,000 square foot climbing gym located in Colorado Springs, CO.

The Guest Experience Manager will oversee the Front Desk associates, act as a keyholder, and manage daily shift operations. They will also strive to provide a positive experience to all members and guests.

This is a full-time position, averaging 35-40hrs per week at the rate of $23/hr, with the option of signing up for company subsidized healthcare (after an initial 90 day trial period). This position will be available in the beginning of October, 2024.

Front Desk Manager Responsibilities (39 hours / week, specific scheduling TBD):

Front Desk Operations (32 hours/week):

● 32 hours / week “on shift” at the front desk:

○ working a minimum of 4 front desk shifts per week consisting of:

■ 2 front desk weekend shifts (Saturday or Sunday) PER MONTH AND

■ 2 early morning (6am) front desk shifts PER MONTH

● Welcome and assist guests with professionalism and enthusiasm.

● Manage check-in process efficiently and accurately.

● Answer guest questions and provide information about Gripstone services and policies.

● Maintain a clean and organized front desk area, conference room and employee room.

● Monitor safety and security of the facility

● Resolve guest concerns and ensure satisfaction.

● Lead Front Desk Associates, Instructors, Camp Staff toward the stated goal of putting the MEMBER FIRST.

Administrative Tasks (7 hours/week):

● Manage scheduling of Front Desk Associate, Floor Manager, Instructor, and Camp Staff

● Assist with the interview, hiring, and onboarding of new staff (in conjunction with the Gym Director)

● Conduct quarterly reviews and reoirentations of Front Desk Associates, Instructors, and Camp Staff

● Manage and hold accountable up to 10 direct reports.

● Analyze and propose improvements to Front Desk SOPs and checklists, Employee Manual and New Hire Training documents.

● Responsible for shift coverage if staff is sick/absent.

General Responsibilities:

● Consistently set the example with Front Desk Staff in terms of professionalism and guest/customer service.

● Follow company safety protocols and best practices at all times.

● Have the ability to teach all classes at Gripstone

● Analyze and propose improvements to Gripstone Orientation, Intro to Climbing, Toprope Belaying, and Lead Belaying and Climbing

● Uphold a consistent expectation of cleanliness in the facility to all staff.

● Proactively seek and be open to receiving constructive feedback on performance and ideas, contributing valuable feedback to colleagues in a clear and actionable manner.

Front Desk Manager Requirements:

● INCREDIBLE customer service skills

● Intimate Understanding of Front Desk Staff and Floor Manager Responsibilities

● Must seek and accept, as well as give, critical feedback in a professional manner

● Interpersonal team management skills

● High standard of communication skills

● Risk management (prevention and plan-of-action) skills and competency

● Must demonstrate a positive attitude and be a team player

● Ability to work with a dynamic team in a high pressure environment

● Adult CPR/First Aid Certification

If you would like to apply for this position, please email a cover letter and resume to kegan@gripstonecs.com