Hospitality Staff - Station Square

First Ascent Llc • Pittsburgh, PA

21h • Onsite

About The Position

FA Climbing & Fitness is looking for proactive, friendly, and enthusiastic individuals to join their Hospitality Staff team. This role is crucial in creating a welcoming and supportive environment for both new and regular members and guests. The Hospitality Staff member will be responsible for delivering a fantastic experience, guiding individuals on their climbing journey, resolving issues, maintaining cleanliness, and collaborating with other staff members. The position offers opportunities for growth and involvement in various aspects of the gym's operations.

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

Nice To Haves

• Enthusiasm for climbing, fitness, and community-building

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.

Benefits

• Free membership
• Pro deals and discounts
• Ongoing professional development
• Opportunities to apply for opportunities as an adult instructor, youth instructor, group event leader or gym guide for a higher pay rate

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED