Hospitality Staff - Station Square

First Ascent LLC•Pittsburgh, PA

17h•Onsite

About The Position

As a member of the Hospitality Staff team, you provide the welcome and support that makes newcomers and regulars alike feel at home in the gym and set up for success each visit. We will look to you to help us deliver a fantastic experience, guide people along their climbing journey with care, make it right when we miss the mark, keep the gym clean and organized, work collaboratively alongside other staff—and have a blast along the way.

Requirements

Minimum 2 years of customer service experience
High school diploma/general education degree (GED) preferred
Strong communication, problem-solving, and multitasking skills
Friendly, adaptable, and team-oriented approach
Enthusiasm for climbing, fitness, and community-building
Comfort using computer systems and standard office software

Responsibilities

Greet and engage members and guests throughout their visit, delivering friendly, attentive service.
Guide first-time guests through waivers, visit options, orientations, gear setup, and safety checks.
Listen for each guest’s goals and recommend memberships, classes, programs, events, or other next steps to help them grow as a climber and connect with the FA community.
Process passes, memberships, and retail transactions accurately using our CRM system.
Answer questions about pricing, programs, policies, and climbing equipment, following up when you don’t know an answer to ensure guests receive accurate information.
Review and respond to staff communications (Slack, email, and updates from leaders) to stay informed about programs, events, policy updates, and gym-wide initiatives.
Address member/guest concerns or complaints with empathy, seeking to make it right in the moment when possible and escalating to a gym leader when needed.
Enforce gym policies, communicating them with members and guests in a friendly yet firm tone.
Follow FA’s incident response procedures, using calm and empathetic communication and de-escalation techniques when challenging situations arise. Complete accurate incident reports and notify gym leaders promptly.
Maintain clean, organized, and welcoming customer-facing spaces.
Pitch in with other tasks as needed to keep the facility operating smoothly.
Collaborate with teammates, support new staff when appropriate, and contribute to a positive team culture.
Stay curious, seek feedback and growth, and help improve the member and guest experience.
Responsibilities may change over time as we discover how to best serve our members and guests.