Lead Facility Attendant

Under general supervision, the Lead Facility Attendant supports and helps oversee daily facility operations, front desk services, membership functions, reservations, recreation spaces, and customer service delivery. This position provides day-to-day leadership to Facility Attendants, assists with staff training and workload coordination, supports administrative needs, monitors safety and quality standards, and may act as the responsible lead for the facility when a supervisor or manager is not present.

Duties/Responsibilities

• Assist in overseeing daily facility operations, including the front desk, access control, fitness areas, program spaces, reservations, and assigned activity areas.
• Model and ensure exceptional customer service for members, guests, callers, families, and program participants.
• Support membership services, guest passes, participant enrollment, payment transactions, cash handling, and customer account support.
• Coordinate and oversee facility reservations, room scheduling, club/conference room use, event set-up, tear-down, and related customer communication.
• Provide day-to-day direction to Facility Attendants by prioritizing tasks, balancing workloads, filling in as needed, and assisting employees with operational questions.
• Support training initiatives, reinforce performance expectations, provide coaching, and communicate corrective feedback to staff when appropriate.
• Recognize operational, customer service, staffing, safety, and facility concerns and resolve or elevate them appropriately.
• Provide administrative support to the manager or supervisor, including operational documentation, communications, inventory tracking, and expense-related support as assigned.
• Uphold quality control, cleanliness, health, and safety standards throughout the facility, including awareness of occupational hazards and emergency procedures.
• Monitor facility spaces and assigned recreation areas to ensure participants follow rules and that the environment remains safe, clean, organized, and welcoming.
• Support recreation programs, special events, marketing initiatives, and community engagement efforts as assigned.
• Assist with rock wall or specialty activity areas as assigned, ensuring staff follow approved safety procedures, documentation practices, equipment checks, and escalation protocols.
• May act as the lead facility contact or responsible staff member when the supervisor or manager is off-site or unavailable.
• Perform other duties as assigned.

Required Skills/Abilities

• Strong customer service, listening, communication, conflict resolution, and problem-solving skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to provide positive leadership, coaching, task direction, and support to front-line staff.
• Ability to build positive working relationships with members, guests, families, employees, and community partners of all ages and abilities.
• Ability to use computers, MS Office, database systems, registration software, access control systems, and basic reporting tools.
• Ability to manage multiple priorities in a fast-paced and occasionally stressful environment.
• Ability to understand and apply verbal and written instructions, policies, procedures, and safety standards.
• Ability to respond to safety and emergency situations and maintain awareness of occupational hazards and safety precautions.
• Reliable attendance, punctuality, professionalism, and flexibility to adjust schedule based on company needs, including nights, weekends, holidays, early mornings, or late evenings as assigned.
• Ability to lift up to 50 pounds and perform standing, walking, bending, cleaning, set-up, tear-down, indoor work, aquatic-area support, and outdoor work as assigned.

Education and Experience

• High School Diploma or GED required.
• Two (2) years of related recreation, customer service, facility operations, membership, or administrative experience preferred or required based on site needs.
• Previous experience providing work direction, training, or lead support to employees is preferred.

Required Certifications

• Current CPR for the Professional Rescuer, AED, and First Aid certification, or ability to obtain within the first thirty (30) days of employment.
• Arizona Food Handlers Card or ability to obtain within the first thirty (30) days of employment, if assigned to food service, events, or applicable facility operations.
• Rock wall, climbing wall, or specialty-area training/certification may be required before independently supervising assigned specialty areas.