Manager, Front Desk - Movement Fishtown

This position is based at Movement Fishtown. At Movement, our core values of growth, connection, and integrity are at the heart of everything we do. We're not just a climbing gym - we're a community that's dedicated to transforming lives through climbing, yoga, and fitness and sharing that vision with as many people as we can. As the country’s largest network of climbing gyms, we're building an extraordinary team that's committed to growing our business, our value to our members, our future customers, and our industry.

By expanding our community, we can create rewarding career paths for our team members, continually improve the customer experience, build a sustainable business for the long term, and give back to the communities we are all a part of. We’re looking for passionate, resilient, and business-minded enthusiasts who share our values and want to join us in not only leading the climbing industry but defining it!

JOB SUMMARY  

The Front Desk Manager leads the team that is the face of Movement! The Manager hires and supervises the team that is the first point of contact and essential to creating exceptional member and guest experiences. Managers schedule, support daily operations, supervise shifts, and train and coach team members. The Front Desk Manager ensures we deliver exceptional experiences to members and guests. We're looking for someone who will live our mission, to create exceptional climbing, yoga, and fitness experiences that encourage growth and invite connection, by leading a team who provides a welcoming, approachable, guided entrance into our community. This is a role for people with demonstrated success in delivering exceptional service and supervising or managing teams.

JOB RESPONSIBILITIES  

• Deliver exceptional service to members and guests and lead others to do the same
• Be a guide and lead others to do the same:
• Provide a welcoming, approachable, knowledgeable presence in all interactions
• Get to know members and guests, invite them into the community, and proactively guide them to products and programs that will help them achieve their goals
• Bring psych and be a champion of the gym, speaking knowledgably about amenities, features, member benefits and perks, the community, and programs that make Movement special
• Execute front desk role functions of Supervisor, including (but not limited to)
• welcome all members and guests, building genuine connections
• conduct gym tours and personalized guided experiences
• educate members and guests about all products including membership and current promotions
• check people in and conduct transactions
• assist members and guests with retail products and sales
• deliver belay checks, conduct floor walks, monitor the gym, and address concerns or unsafe behavior
• perform facility upkeep, projects and cleaning tasks
• instruct Introductory classes
• manage completion of daily projects with desk team, as assigned
• navigate unforeseen staffing changes
• support planning and execution of events
• uphold standards for safety and risk management in the gym

• Manage the front desk team including hiring, training, supervising, scheduling, supporting/coaching
• Lead front desk team to ensure daily tasks, routines are completed and protocol followed
• Work regular desk shifts during peak times
• Train desk team members on role, including new hires, and delegate portions of training to others as appropriate
• Demonstrate a growth mindset through a willingness to learn, be coached, provide constructive feedback, and engage with a sense of curiosity

• Manage member and guest concerns and scenarios effectively, with professionalism , including routine and escalated situations, as assigned by director or manager
• Other additional tasks that may arise

JOB REQUIREMENTS  

• Show up with a positive, adaptable attitude that fosters a welcoming environment
• Thrive, build connections, and prioritize effectively in a fast-paced, people-facing role
• Deliver exceptional service and lead front desk team members to do the same, ensuring they are delivering exceptional service and experiences
• Through behavior and actions, embody Movement’s core values of growth, connection and integrity
• Ensure the team is trained and prepared to complete daily tasks, routines, protocol to maintain the gym and follow up on flagged issues, make decisions within the scope of the role

• Clear, effective, and proactive communication to gym leadership, desk team, and members and guests

• Problem-solving skills to creatively find solutions for member and guest needs , including handling routine and escalated situations effectively

• Ability to operate expertly in front desk software (training provided) and ensure team members follow protocol and policies
• Responsibly manage keyholder and opener/closer duties and train others to do the same
• Act as role model and coach to other team members in all aspects of job 
• 2 years successful experience in people-facing role in the hospitality, recreation, service industry, or related role
• 1 year successful experience in supervisor or manager level role
• Passionate about climbing, yoga, and/or fitness and eager to share with others

• Ability to instruct Introductory climbing classes  (training provided)

• Regular evening and weekend availability

ADDITIONAL INFORMATION  

• This is a full-time position 
• This position has a Tuesday – Saturday schedule or as agreed upon with Gym Director

• Starting pay at $24.50/hour, flexibility may be available based on experience  

• Benefits include health benefits and retirement plan, free membership, in-gym discounts, guest visits, and retail discounts
• Internal team members who apply should be in excellent standing in their current role

• New hires will complete a screening process

• Scheduled shift times may vary from week to week or month to month

Climbing skills can be taught – if you love delivering exceptional service and have an interest in learning to climb and being part of the community, you are encouraged to apply!

Movement is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

Salary : $25