Front Desk Manager
Overview
You are the skillful leader of the energetic and welcoming face of Vertical View. You are keenly aware that the customer’s awe-inspiring, welcoming experience begins and ends with the front desk crew. You are enthusiastic about interactions with each guest. The core focus at Vertical View is your foundation for building, implementing, and maintaining the highest level of customer service and satisfaction. You thrive on order, organization, and processes and inspire the best in others.
Front Desk Manager Duties
The following shift lead duties are in addition to the front desk duties.
PASSION || engaged, dedicated, hard-working, genuine, driven, enthusiastic, inspiring
- Be a positive representative for and dedicated member of the Leadership Team;
- Oversee day-to-day operations;
- Maintain strong relationships with customers, handling queries and complaints in a timely manner;
- Understand Vertical View’s products and services in order to provide better leadership and training;
- Possess strong, well-rounded knowledge of the climbing industry with the confidence to lead others.
AWARENESS || Cooperative, problem-solver, appreciative, personable, good common sense, honest
- Keep operational procedures, policies, and job descriptions current;
- Stay within agreed-upon budgets and timelines;
- Streamline the workplace in organization, productivity, and efficiency;
- Provide and oversee overall member satisfaction and customer service;
- Problem-solve, make informed decisions and use sound judgment;
- Maintain inventory of customer supplies (scan cards, belay tags, gift cards, etc.);
- Keep the Retail Manager updated on front desk gear rental needs.
MENTORSHIP || welcoming, community-centered, supportive, invested, attentive
- Hire, train, schedule, and manage team members;
- Enforce disciplinary action in the form of verbal warnings, written warnings, performance improvement plans and firing with the approval of the Leadership Team;
- Conduct brief Quarterly Conversations and annual employee performance reviews;
- Diffuse conflicts or concerns, either between staff or customers, in a professional and calm manner;
- Provide ongoing training to staff about policies, safety concerns, upcoming events, etc;
- Train employees on Capitan, gym membership offerings, retail, proper class instruction, and daily duties;
- Schedule and coordinate regular department meetings for shift leads and the front desk crew.
NOTE: As with any leadership role, there will be additional, unexpected tasks required and the position will evolve with the growth of the company and programs.
Front Desk Manager Preferences and Requirements
- 2+ years of experience in the climbing industry with ample knowledge of climbing safety;
- Previous supervisory experience required;
- 30 hr/wk minimum, including front desk shifts with flexibility and adaptability to cover last minute shifts;
- Possess excellent communication, organizational, time-management, analytical, and people skills;
- Exceptional customer service and retail experience, climbing-specific preferred;
- CPR/First Aid certification is required and provided by Vertical View.
Front Desk Manager Pay and Perks
- $17-19/hour DOE;
- Access to certain Climber’s Ed courses for free;
- Paid Time Off/Paid Holidays;
- Gym membership;
- Staff retail discounts;
- Pro-Deals.