Shift Supervisor (FT) - Hollywood Boulders

Touchstone Climbing•Los Angeles, CA

11h•$25

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

Ability to work 2-3 evening/night shifts per week
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 climbing techniques
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

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 and create a collaborative game plan
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
Teach various climbing classes such as Intro to Bouldering
Train new staff members on front desk procedures as well as climbing safety and intro class instruction
Process all incident reports
Staff climbing events such as group ITBs, group bouldering events, and community outreach programs
Manage bookings for various gym events including youth programs, private lessons, climbing clinics and classes, affinity meetups, and more
Coordinate setup and cleanup for special events and assist management team with member communications leading up to events
Serve as day to day support for club and camp coaches
Attend regular check-ins with management to discuss staff performance, challenges, operational issues, facility needs, incidents, etc.
Review and process all incident reports, escalating to management when needed
Create and manage social media content
Participate in interview panels and hiring process for desk and coaching candidates
Conduct new hire training
Provide feedback to or discipline desk, coaching, and fitness staff, redirecting behavior, if needed
Coordinate time off with other shift leads to ensure 7 day/ week coverage amongst the team

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