Climbing Manager

LAKE NONA H&W OPERATIONS LLC•Orlando, FL

1d•$46,000 - $50,000•Onsite

About The Position

The Climbing Manager is a key member of the facility leadership team and serves as the program lead at the club level. This role assists in the overall direction, organization, and quality of the climbing gym. The manager must have previous management experience in a rock-climbing gym environment and be able to oversee and apply the department’s cleaning and sanitization policy to ensure all members' safe participation. Experience managing a budget with the ability to consistently exceed revenue targets is essential. The Climbing Manager will oversee the Climbing Specialists and Route Setters, requiring excellent leadership, effective communication, and exemplary customer service skills.

Requirements

Minimum of two years of strong, progressive experience in managing a climbing facility, including managing budgets, strategic planning, hiring and managing KPI’s
Must be Indoor Climbing Certified
No written disciplinary action within the last 12 months
Pass Background Check
Eligible to work in the United States

Nice To Haves

Excellent time management and organizational skills
Excellent interpersonal skills needed for exemplary customer service; outgoing, friendly, and compassionate
Excellent leadership qualities needed to build and manage a team in a performance-driven environment.
Technologically savvy with the ability to function well within business management software systems, customer portals and member apps.
Master's Degree in pertinent field of study

Responsibilities

Initiate, develop, and maintain positive relationships with participants.
Facilitate rock climbing safety training for program team members and LNPC staff.
Create an educational, safe, inviting, and organized rock-climbing experience.
Drive the highest level of customer service.
Oversee hiring, onboarding, and administrative functions of the climbing gym.
Collaborate with department heads to plan events, manage class bookings, maintain the facility, manage memberships, and oversee youth programs.
Assist with community outreach & partnerships, consistently expanding, managing, and building on existing agreements.
Develop standard operating procedures for the team to drive standardization on execution and the customer experience.
Develop member retention programs/strategies while driving community engagement.
Monitor daily operational logistics of the climbing gym including scheduling, NPS, and cleaning and sanitization.
Assist with creating and managing the staff shift schedule, attentive to utilization trends and program requirements.
Empower the team to exceed member expectations.
Provide oversight to the center’s quality assurance practices for all department services to ensure program delivery and environment are safe and effective.
Responsible for the upkeep of all equipment, including preventative maintenance and management of the maintenance log.
Oversee and routinely complete the department’s daily task check sheet.
Contribute to achieving a consistently excellent member experience resulting in high member satisfaction ratings and low member attrition.
Address all member and staff concerns and provide prompt and member-friendly follow-up.
Assist with the onboarding, training, and performance of all team members.
Assist with administering the payroll/scheduling system for the Department.
Provide general supervision for clients participating at the facility.
Commit to providing a safe, clean, and organized environment and deliver customer service excellence.
Safely operate and oversee all equipment and services related to the climbing gym or other assigned tasks.
Participate in Manager on Duty shifts as assigned.
Provide input and/or conduct employee feedback sessions, including annual performance reviews of direct reports.
Achieve established performance targets within the key performance indicators (KPI’s).
Lead a team of climbing specialists to achieve monthly and yearly revenue targets while executing on the Service Excellence philosophy.
Consistently meet and/or exceed the Center/Department performance objectives and Key Performance Indicators as outlined in the Annual Strategic Plan.
Identify areas for improvement, devise solutions, and implement plans.
Achieve a high level of organizational alignment, play a vital role in realizing a Culture of Excellence, and adhere to the IWP Code of Conduct.
Accept constructive criticism/direction and effectively change own performance.
Lead by example by living a healthy and active lifestyle.