Front Desk Manager

About Whetstone

Whetstone Climbing is the largest indoor climbing facility in Northern Colorado. Behind all that we do is our vision, to share the wealth of the climbing experience, which changes lives for good. Similarly, our mission to connect the community through climbing is paramount to our success. Our core values of Gratitude, Dedication, Pride, and Innovation drive our operations.

Job Description

The Front Desk Manager is a leader and customer service expert who is passionate about growing the climbing community and providing the best experience for our members and guests. They oversee all daily Front desk operations including sales, scheduling, cleaning and managing a team of 5-10 staff. The ideal candidate is positive, personable and has excellent interpersonal skills.

Qualifications

• Minimum 2 years of management experience equivalent to job description
• Minimum 2 years of climbing experience
• Profound experience in customer service; must be able to handle complaints courteously, resolve guest/member issues expediently and train other front desk staff to do so as well
• Must be able to work weekends and evenings
• Rock Gym Pro experience preferred
• Ability to lead, motivate, direct the work of others, and coach staff who are underperforming
• Ability to build personal connections with members and guests
• Works well in both an individual and collaborative environment
• Strong communication skills: interpersonal, public relations, conflict resolution, motivational skills, written and verbal
• Thorough knowledge of Whetstone’s services, programs and products as well as current knowledge of key competitors

Position Responsibilities

• Oversee the day-to-day operations of the Front desk (cleaning/restocking etc.)
• Set the standard for customer service ensuring smooth delivery of quality customer service and creating “wow” moments for members and guests
• Responsible for hiring and training all front desk staff, and leading by example
• Manage 5-10 direct reports and conducts regular check ins
• Manage the Front desk work schedule; including absences, dropped shifts etc.
• Manage and executes the weekly huddle
• Set membership goals and assists in membership sales and events
• Act as a liaison between the leadership team and staff
• Work regular desk shifts as a front-line employee; three shifts per week at minimum, at least one weekend shift and on weekday evening shift.
• Host monthly front desk staff meeting; attends bi-monthly leadership meeting and quarterly planning meetings

Hours & Compensation

• Full time, non-exempt, hourly position – 35-40 hours/week
• $21.00 – $25.00 per hour (commensurate with experience and reference checks)

Benefits

• Whetstone membership
• Membership for significant other
• Pro deals and industry discounts
• Free local gym day passes
• Outdoor climbing trip reimbursement
• Professional Development
• Paid time off
• Potential yearly bonus
• 401k