Front Desk Staff

Job Details: Job Location: Louisville, CO 80027, Salary Range: $16.50 - $18.29 Hourly, Job Category: Admin - Clerical, Reports To: Operations Manager

Type of Position: Part-Time, Staff and Hourly (Hours will vary, must have weekend availability)

Salary Range: $16.50 - $18.29 hourly

Company Mission

By serving our communities with an open & inclusive environment and remarkable climbing experiences, The Spot provides customers and staff with experiences & opportunities that develop strong bodies, healthy minds, and friendships for life.

Job Description

As Front Desk Staff, you will play a key role in upholding The Spot's mission by delivering exceptional customer service and ensuring smooth operations of the gym. Help create a safe, enjoyable, and high-quality climbing experience for all members and visitors. Take responsibility to assist with retail operations, enforcing gym rules & regulations, conduct belay tests, risk management, and troubleshoot POS issues. This role also requires you to be an active brand ambassador, promoting our gym,community, and sport through positive and professional interactions with customers.

Position Responsibilities

Customer Experience

• Serve as the first friendly, positive point of contact for all members and guests.
• Engage with members by walking the floor and foster a welcoming, supportive, positive environment.
• Address customer inquiries, concerns, and issues as necessary.

Front Desk Operations

• Facilitate and manage member check-ins, member and guest data.
• Handle transactions, including payments and retail sales, efficiently and accurately.
• Answer and direct calls, providing accurate information and assistance.
• Maintain a clean, welcoming gym environment by monitoring cleanliness, music, temperature and other factors.

Safety & Risk Management

• Conduct gym tours, orientations and belay tests according to established procedures.
• Proactively monitor climbing areas to ensure safety and enforce gym rules.
• Follow emergency procedures as needed to address any incidents.

Team Collaboration & Communication

• Work collaboratively with other staff and departments
• Attend mandatory staff meetings, training sessions, and events.
• Communicate operational issues and improvements to management.

Sales & Retail Operations

• Identify customer needs and recommend appropriate products and services.
• Mange retail operations including sales, restocking inventory and answering product inquiries.
• Ensure accurate completion of Z-Out reports for weekly deposits.

Brand Ambassadorship

• Represent The Spot professionally and positively, both, on and off the clock.
• Promote the gym, community, and climbing culture through friendly and professional interactions.

Administrative & Miscellaneous Duties

• Ensure up-to-date knowledge of gym policies, programs, and events
• Complete Reports (Cash draw “Z-out” Reports, Incident Reports)
• File necessary paper work including membership and crashpad rental forms
• Assist with troubleshooting POS and membership-related issues
• Manage time clock responsibly and adhere to scheduling requirements.

Qualifications

Climbing Experience

• Certified belayer with strong knowledge of climbing techniques, equipment, and terminology.
• Ability to qualify customers for top-rope belaying and lead climbing.
• Physically able to top-rope belay and stand for extended periods of time.

Customer Service

• Friendly, approachable and committed to exceptional customer connection and service.
• Skilled in conflict resolution, enforcing policies, and customer relations.

Communication Skills

• Excellent verbal and written communication skills
• Ability to follow verbal and written instructions, enforce gym policies, and handle customer concerns

Adaptability

• Comfortable working in a dynamic and changing environment.
• Ability to work independently and in teams.

Technical Skills

• Proficient with Rock Gym Pro (RGP) and Google Suite.
• Experience handling cash and processing credit card payments.
• Retail sale experience is a plus!

Additional Requirements

• Minimum Age: 18
• Work a minimum of 12 hours per week two shifts (2 Shifts)
• Background check required
• Tips Certification (Applicable Gyms)

Reports/logs

As they occur

• Incident Reports
• Membership updates (new , change, freeze, or exit forms)
• Crashpad Rental Forms
• Facility or computer issues

At shift end

• Cash draw “Z-Out” report and analysis

• Periodic peer, supervisor, and business feedback & review

Key Contributions

• Create a safe, welcoming and positive environment for all gym users.
• Support seamless operations through collaboration, proactive problem solving, and attention to detail
• Uphold the gym’s reputation as a leader in climbing culture and community engagement.

Performance Criteria

• Follows the Mission Statement of Business 10%
• Achieves Position Responsibilities 80%
• Exceeds Job Expectations 10%

Environmental and Physical Demands

• Ability to sit, stand, and move around the facility for extended periods.
• Ability to lift and carry up to 20lbs
• Manual dexterity required for operating a computer keyboard, handling documents, and using office equipment
• Ability to work in a confined area.
• Ability to hear and speak clearly.
• Ability to see details of objects at close range.

Benefits

We take care of our team with benefits that support your health, lifestyle, and future depending on position status. Enjoy comprehensive medical, dental, and vision coverage, paid sick time, and optional supplemental insurance like accident, life, and short-term disability. Plan ahead with a 401(k) retirement plan and make your commute easier with RTD transit passes. As a part of the team, you'll receive a free membership to The Spot for you and a loved one. The Spot offers a comprehensive benefits package, including medical, dental, and vision insurance, sick time, for full time staff. Including supplemental insurance such as Accident, Life, and Short Term Disability. We also offer a 401(k), RTD passes, and company perks such as free membership are also available to regular staff.