Shift Lead - Memorial

About Momentum Indoor Climbing

Momentum Indoor Climbing is a community-driven indoor climbing company with locations across Utah, Texas, and Washington. Founded in Utah, Momentum was created to inspire and empower people through climbing, fitness, and connection. Our gyms bring together people of all backgrounds and experience levels to challenge themselves, build friendships, and grow in a supportive environment. With world-class route setting, expert instruction, and a strong focus on community, Momentum is dedicated to helping every climber reach their full potential.

The Shift Leader at Momentum is responsible for overseeing daily operations during assigned shifts, ensuring that the gym runs efficiently and smoothly. This role serves as a bridge between Gym Staff and management, providing guidance to team members, maintaining high customer service standards, and ensuring safety protocols are followed. Shift Leaders are entrusted with opening and closing the facility on time, responding to customer concerns, and leading staff to deliver an exceptional climbing experience. This position includes all responsibilities of Gym Staff with the addition of leadership duties and managing operational tasks. 

RESPONSIBILITIES

Leadership & Team Support

• Serve as a resource for Gym Staff during shifts, offering guidance and support.
• Ensure staff members are completing their duties efficiently and effectively.
• Lead shift operations, creating schedules, and managing time-sensitive tasks.
• Provide ongoing training to staff, reinforcing best practices and Momentum standards.

Opening & Closing Responsibilities

• Open and close the facility on time, ensuring all security and operational protocols are followed.
• Perform pre-opening and post-closing checks to ensure the facility is clean, organized, and ready for the next shift.
• Manage cash handling (if applicable) and ensure point-of-sale systems are properly closed out.

Professionalism & Presentation

• Present yourself in a friendly, authentic, and professional manner at all times.
• Wear designated staff apparel while working, including a staff shirt, name tag, and safety equipment.
• Be clean and approachable in your appearance.
• Be punctual and reliable, demonstrating responsibility in all areas of work.

Facilitating the Customer Experience

• Lead by example in fostering a positive, welcoming environment for all patrons.
• Provide facility tours, share enthusiasm for climbing, and explain services offered by Momentum.
• Answer phone calls, resolve issues, and act as an expert resource for guests.
• Educate customers through belay instruction and the Experience Climbing class.
• Balance the demands of multiple customers, ensuring each receives quality service.
• Assist with group events and other special programming as needed.
• Help maintain gym cleanliness and ensure the facility is presentable at all times.
• Support and motivate Gym Staff to provide quality customer service, delegating tasks as necessary.

Product Knowledge, Advocacy & Sales

• Be knowledgeable about all Momentum services and guide customers to the offerings that best suit their needs.
• Know our business basics, such as phone number, website, address, hours of operation, gym stats, and pricing on common services.
• Assist customers with membership sign-ups, freezes, and cancellations.
• Verify that all climbers have purchased appropriate access to the facility and have valid waivers on file.
• Operate the gym’s point-of-sale software, RGP, to process transactions.
• Stay up to date on gym events and recommend them to customers when appropriate.
• Participate in staff meetings and ongoing training sessions to stay informed about gym operations and expectations.

Managing Risk & Safety

• Monitor the gym to prevent unsafe situations and ensure customers follow gym rules.
• Verify that all visitors have current waivers and appropriate belay certifications.
• Responsibilities may vary by facility and may include administering top rope and lead belay tests, as well as educating customers on proper belay a