Shift Supervisor (FT) - Cliffs of ID

Touchstone Climbing•Culver City, CA

6h•$24 - $26•Onsite

About The Position

The Shift Supervisor is responsible for performing day-to-day front desk job duties while handling elevated customer service needs, including managing complex membership issues, addressing unique or non-routine customer inquiries, and ensuring that all visitors are receiving consistent and positive customer service. This role will manage front of house operations, and will assist with social media, incident reporting, facilities needs, staff training and assessments, and other duties by location.

Requirements

Strong customer service and communication skills
Ability to teach and engage groups of varying ages and abilities
Attention to detail and self-motivation
Comfort with computers and POS systems
Knowledge of bouldering and rope climbing practices, etiquette and safety (training provided if needed)
CPR/First Aid certified or willingness to obtain (training provided)
Ability to lift 30–50 lbs and remain on your feet for extended shifts
Available regularly during peak hours with the ability to work evenings and weekends

Nice To Haves

Ability to confidently assess and uphold lead climbing safety standards
Bilingual (English/Spanish) skills are a plus
Has leadership experience

Responsibilities

Set a high standard when performing all regular front desk duties and lead other staff by example
Ensure that staff are responding in a timely and professional manner to all emails and tickets
Process complex memberships, handle unique inquiries, and report any anomalies or issues to management or member services team
Ensure that all side work and additional tasks are being completed by operations staff in a timely manner
Ensure all scheduled staff (coaches, instructors, desk) arrive on time, are wearing appropriate attire, and take required breaks on time
Support retail operations: receive inventory, report inventory discrepancies, re-merchandise displays, and provide product recommendations to customers
Keep staff on task and working efficiently as a team
Debrief the team on the day’s events
Structure the shift into defined role assignments and delegate tasks with clear ownership
Delegate tasks as needed based on check in volume and any scheduling anomalies
Conduct facility walkthroughs to ensure cleanliness, order, and safety
Be available for or coordinate to cover call-outs
Available to teach, coordinate, and assign various climbing classes such as Intro to Climbing and Intro to Bouldering
Manage bookings for various gym programming including youth programs, climbing clinics and classes, affinity meetups, and more
Coordinate and staff climbing events such as group ICCs, group bouldering events, private lessons, and community outreach programs
Assist management team with member communications leading up to events, as well as setup and cleanup coordination for special events
Coordinate pop ups, including vetting new vendors, scheduling, and communicating information with staff.
Train new staff members on front desk procedures, as well as climbing safety and intro class instruction
Serve as point person for club and camp coaches, instructors, and other gym staff
Assist with all incidents and accident reports
Attend regular check-ins with management to discuss staff performance, challenges, operational issues, facility needs, incidents, etc.
Create and manage social media content
Participate in interview panels and hiring process for desk and coaching candidates
Provide disciplinary action or constructive feedback to desk, coaching, and fitness staff as necessary to redirect behavior.
Coordinate time off with other shift leads to ensure 7 day/ week coverage amongst the team
Assist management with various administrative tasks as they arise

Benefits

Health Insurance – Choose from two Kaiser Permanente plans:
90% employer-paid coverage for employees and 70% for dependents of Kaiser’s top-tier, no-deductible, low-copay plan
100% employer-paid coverage for employees and 70% for dependents of a higher-deductible Kaiser plan
Dental Insurance – 80% employer-paid coverage for employees and 65% for dependents
Vision Plan - 100% employer-paid coverage for employees and 70% for dependents
Medical FSA - All employees are eligible to make Pre-tax contributions to a Flexible Spending Account for medical expenses
Mental Health Services - Access to Modern Health and Calm
401(k) Retirement Plan – Employer match available
Paid Time Off – Vacation and sick leave provided
Free Gym Membership – Access to all Touchstone facilities for employee and a +1 membership for a partner, family member, or friend
Guest Passes - Unlimited guest passes to get a non-member entry to a gym free of charge when accompanied by the employee
Pro Deals & Staff Discounts – Discounts on gear purchased at our gyms and industry pro deals
Flexible Work Schedule – Supporting work-life balance