Shift Supervisor (FT) - Great Western Power Company

Touchstone Climbing owns and operates 17 climbing gyms across California. But we're more than gyms -- We're a community. 

In addition to competitive pay, outstanding benefits, free gym membership, and other perks, joining our team connects you with all we have going on in our dynamic community.

About the Role

The Shift Supervisor is responsible for performing day-to-day front desk job duties while handling elevated customer service needs, including managing complex membership issues, addressing unique or non-routine customer inquiries, and ensuring that all visitors are receiving consistent and positive customer service. This role will manage front of house operations, and will assist with social media, incident reporting, facilities needs, staff training and assessments, and other duties by location.

The Post is looking for enthusiastic and friendly new team members to join our Front Desk Staff. This is a full-time position, working more than 30 hours per week.

Job duties include but are not limited to:

Responsibilities 

This is only a summary of the typical functions of the job, and not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. You may be given other duties and information to follow from your manager as they see fit. 

Customer Service & Front Desk Operations 

• Set a high standard when performing all regular front desk duties and lead other staff by example 
• Ensure that staff are responding in a timely and professional manner to all emails and tickets 
• Process complex memberships, handle unique inquiries, and report any anomalies or issues to management or member services team 
• Ensure that all side work and additional tasks are being completed by operations staff in a timely manner 
• Ensure all scheduled staff (coaches, instructors, desk) arrive on time, are wearing appropriate attire, and take required breaks on time 
• Support retail operations: receive inventory, report inventory discrepancies, re-merchandise displays, and provide product recommendations to customers
• Assist in ordering food and beverage, office supplies, janitorial products, etc.
• Keep staff on task and working efficiently as a team 
• Debrief the team on the day’s events 
• Delegate tasks as needed based on check in volume and any scheduling anomalies
• Conduct facility walkthroughs to ensure cleanliness, order, and safety
• Be available for or coordinate to cover call-outs

Climbing Education & Events 

• Teach various climbing classes such as Intro to Climbing and Intro to Bouldering
• Train new staff members on front desk procedures as well as climbing safety and intro class instruction
• Process all incidents and accident reports
• Staff climbing events such as group ICCs, group bouldering events, and community outreach programs
• Manage bookings for various gym events including youth programs, private lessons, climbing clinics and classes, affinity meetups, and more 
• Coordinate setup and cleanup for special events and assist management team with member communications leading up to events
• Serve as day to day support for club and camp coaches

Collaboration with Management 

• Attend regular check-ins with management to discuss staff performance, challenges, operational issues, facility needs, incidents, etc.
• Review and process all incident reports, escalating to management when needed
• Create and manage social media content 
• Participate in interview panels and hiring process for desk and coaching candidates
• Conduct new hire training 
• Provide feedback to or discipline desk, coaching, and fitness staff, redirecting behavior if needed
• Coordinate time off with other shift leads to ensure 7 day/ week coverage amongst the team

Skills & Qualifications 

• Strong customer service and communication skills 
• Ability to teach and engage groups of varying ages and abilities 
• Attention to detail and self-motivation