Supervisor, Gym Ops

ET Hampden, Movement Hampden, Baltimore, MD, USA At Movement, our core values of growth, connection, and integrity are at the heart of everything we do. We're not just a climbing gym - we're a community that's dedicated to transforming lives through climbing, yoga, and fitness and sharing that vision with as many people as we can. As the country’s largest network of climbing gyms, we're building an extraordinary team that's committed to growing our business, our value to our members, our future customers, and our industry. By expanding our community, we can create rewarding career paths for our team members, continually improve the customer experience, build a sustainable business for the long term, and give back to the communities we are all a part of. We’re looking for passionate, resilient, and business-minded enthusiasts who share our values and want to join us in not only leading the climbing industry but defining it! Job Summary Front Desk Supervisors are the face of Movement! They are the first point of contact and essential to creating exceptional member and guest experiences. Supervisors also act as managers who support daily operations, supervise a shift and the team members working, and serve as an extension of the gym management team. A Supervisor is the 'point person' for overseeing the front desk during peak hours and ensuring we deliver exceptional experiences to members and guests. We're looking for people who will live our mission, to create exceptional climbing, yoga, and fitness experiences that encourage growth and invite connection, by providing a welcoming, approachable, guided entrance into our community. This is a role for people with demonstrated success in delivering exceptional service who are driven to support and grow team members on a collaborative team. Job Responsibilities Deliver exceptional service to members and guests Be a guide Provide a welcoming, approachable, knowledgeable presence in all interactions Get to know members and guests, invite them into the community, and proactively guide them to products and programs that will help them achieve their goals Bring psych and be a champion of the gym, speaking knowledgably about amenities, features, member benefits and perks, the community, and programs that make Movement special Execute front desk role functions of Supervisor, including (but not limited to) Welcome all members and guests, building genuine connections Conduct gym tours and personalized guided experiences Educate members and guests about all products including membership and current promotions Check people in and conduct transactions Assist members and guests with retail products and sales Conduct floor walks, monitor the gym, and address concerns or unsafe behavior Perform facility upkeep, projects and cleaning tasks Instruct Introductory classes Manage completion of daily projects with desk team, as assigned Navigate unforeseen staffing changes Support planning and execution of events Uphold standards for safety and risk management in the gym Supervise desk team, ensuring daily tasks, routines are completed and protocol followed Train desk team members on role, including new hires, as assigned by director or manager Demonstrate a growth mindset through a willingness to learn, be coached, provide constructive feedback, and engage with a sense of curiosity Manage member and guest concerns and scenarios effectively, with professionalism, including routine and escalated situations Job Requirements Show up with a positive, adaptable attitude that fosters a welcoming environment Thrive, build connections, and prioritize effectively in a fast-paced, people-facing role Deliver exceptional service (successful experience in hospitality, recreation, or service industries welcome) Coach, support, and provide feedback to team members, to ensure they are delivering exceptional service and experiences Through behavior and actions, embody Movement’s core values of growth, connection and integrity Lead the team through daily tasks, routines, protocol to ensure the gym is maintained and any issues are flagged to managers, make decisions within the scope of the role Clear, effective, and proactive communication as well as supporting delivery of information and messages to team members Problem-solving skills to creatively find solutions for member and guest needs, including handling routine and escalated situations effectively Ability to operate proficiently in front desk software and systems and follow protocol and policies Responsibly manage keyholder and opener/closer duties Act as role model and coach to other team members in all aspects of job 1+ year successful experience in people-facing hospitality, recreation, service industry or related role Passionate about climbing, yoga, and/or fitness and eager to share with others Ability to instruct Introductory climbing classes (training provided) Regular evening and weekend availability Additional Information This is a Full-time position This position requires flexible night and weekend availability weekly Starting pay at $19/hour, flexibility may be available based on experience Benefits include health benefits and retirement plan, free membership, in-gym discounts, guest visits, and retail discounts Internal team members who apply should be in excellent standing in their current role New hires will complete a screening process Scheduled shift times may vary from week to week or month to month Climbing skills can be taught – if you love delivering exceptional service and have an interest in learning to climb and being part of the community, you are encouraged to apply! Applicants should apply through our careers page by Friday, June 26 th to be considered. Movement is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr