Front Desk Supervisor

Mesa Rim Climbing Centers • San Marcos, CA

5h • $26 - $32 • Onsite

About The Position

Mesa Rim’s vision is to improve the quality of life of our community. We believe climbing can be transformative and we're driven to inspire lifelong climbers who seek learning, self-growth, and connection with the community. The Front Desk Team Supervisor brings this to life by leading a passionate Front Desk Team and ensuring Front Desk operations run in service of the Mesa Rim Community. As the Front Desk Supervisor, you are experienced and passionate about both climbing and providing amazing experiences for the Mesa Rim community. You are a leader, providing direction for the Front Desk Team and being their go-to resource. You are assertive, communicative, and consistently demonstrate our Core Values. You utilize sound judgment and critical-thinking skills, and are able to independently problem-solve. As the Front Desk Supervisor, you set and maintain the standard of professionalism for the team and consistently guide, motivate, and develop your team members to be their best.

Requirements

• Must be at least 18 years of age
• Must have High School Diploma or equivalent
• Must contribute to Mesa Rim Climbing Center culture
• Must have ability to seek and accept, as well as give, critical feedback in a professional manner
• Must demonstrate a positive attitude and be a team player
• Must have a drive to grow professionally
• Must demonstrate a passion for climbing and have minimum two years previous climbing experience
• Must have minimum of one year leadership experience in a customer service setting
• Must meet all the qualifications of a Tier 3 Team Member
• Must regularly demonstrate a high degree of initiative and follow-through
• Must be able to work independently and creatively problem solve without direct supervision
• Must have professional demeanor and ability to maintain confidentiality of sensitive information
• Must have attended a variety of classes at Mesa Rim
• Must have attended at least one Mesa Rim group fitness class

Nice To Haves

• CPR/First Certification preferred

Responsibilities

• Fulfill all functions of Front Desk Team Members (T1-T3) as needed
• Serve as lead point of contact for customer experience challenges and create timely resolutions to these challenges (ex: upset customers, unique questions, etc.)
• Liaise with department leaders to ensure the Front Desk Team has access to accurate and up-to-date information at all times from all departments (climbing programs, yoga, fitness, pro shop, setting, youth programs, etc.); communicate information to the Front Desk Team and hold the Team accountable to sharing with the community
• Manage gym emergencies when necessary, taking the appropriate course of action and notifying management according to prescribed policies.
• Adhere to Mesa Rim’s safety policies and procedures and lead by example in this area, training Team Members on an ongoing basis
• Collaborate with supervisor to develop and maintain Department budget, including labor, labor-related, and equipment costs
• Contribute to the development and execution of strategic planning initiatives as requested
• Support in managing and developing direct reports through all stages of Employee Lifecycle (recruiting and onboarding/training, performance reviews, disciplinary actions, off-boarding, etc.), following established protocols and Core Values
• Foster team camaraderie and cultivate a culture of direct communication through regular team check ins, elevating feedback to site leadership as necessary
• Maintain consistent Front Desk presence while delegating to direct reports as needed; dedicate approximately 80% of work time to Front Desk presence and 20% to administrative functions; maintain on-site presence during events with extenuating circumstances
• Make critical decisions when necessary for the well-being of customers, staff, and the facility, in such areas as safety and emergencies, money handling, and customer experience
• Proactively and positively address employee concerns and issues as needed
• Be fully familiar with all Tier level functions and provide both positive and constructive feedback to direct reports
• Set examples of professional behavior and excellent customer service at all times and act as a mentor to direct reports
• Maintain adequate Front Desk Schedule to service Mesa Rim customers, assisting with recruiting and training new staff as needed
• Serve as liaison between Team Members and Management Team, communicating issues and concerns to management when appropriate
• Other work-related duties as assigned
• Hours vary and minimums may be required according to the needs of business operations and school district trends at each location

Benefits

• Being part of an amazing team and company culture that focuses on personal and professional growth, authentic communication, and genuine care for one another
• A competitive benefits package, including employer-subsidized medical, dental, and vision insurance, retirement plan with employer-match, and an Employee Assistance Program
• A robust Paid Time Off package
• Professional leadership + life coaching among other professional development opportunities
• Mesa Rim membership, access to Mesa Rim classes, pro-deals, and Pro Shop discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED