Front Desk Supervisor

Front Desk Supervisor Job Description
 

Title: Front Desk Team Supervisor
Reports To: Customer Experience Manager
Direct Reports: Front Desk Team
Department: Front Desk
FLSA Status: Non-Exempt
Classification: Full-Time Hourly
Location: Site-specific

The Why:

Mesa Rim’s vision is to improve the quality of life of our community. We believe climbing can be transformative and we're driven to inspire lifelong climbers who seek learning, self-growth, and connection with the community. The Front Desk Team Supervisor brings this to life by leading a passionate Front Desk Team and ensuring Front Desk operations run in service of the Mesa Rim Community. 

The How: 

As the Front Desk Supervisor, you are experienced and passionate about both climbing and providing amazing experiences for the Mesa Rim community. You are a leader, providing direction for the Front Desk Team and being their go-to resource. You are assertive, communicative, and consistently demonstrate our Core Values. You utilize sound judgment and critical-thinking skills, and are able to independently problem-solve. As the Front Desk Supervisor, you set and maintain the standard of professionalism for the team and consistently guide, motivate, and develop your team members to be their best.

The What: 

Operations and Customer Experience Excellence: The Front Desk Supervisor is responsible for ensuring Front Desk Operations run smoothly and customer experience standards are met. 

• Fulfill all functions of Front Desk Team Members (T1-T3) as needed 
• Serve as lead point of contact for customer experience challenges and create timely resolutions to these challenges (ex: upset customers, unique questions, etc.)
• Liaise with department leaders to ensure the Front Desk Team has access to accurate and up-to-date information at all times from all departments (climbing programs, yoga, fitness, pro shop, setting, youth programs, etc.); communicate information to the Front Desk Team and hold the Team accountable to sharing with the community
• Manage gym emergencies when necessary, taking the appropriate course of action and notifying management according to prescribed policies. Adhere to Mesa Rim’s safety policies and procedures and lead by example in this area, training Team Members on an ongoing basis
• Collaborate with supervisor to develop and maintain Department budget, including labor, labor-related, and equipment costs
• Contribute to the development and execution of strategic planning initiatives as requested

Leadership Excellence: The Front Desk Supervisor is responsible for communicating the vision of the Front Desk Department and guiding and motivating the efforts of their team in support of that shared vision.

• Support in managing and developing direct reports through all stages of Employee Lifecycle (recruiting and onboarding/training, performance reviews, disciplinary actions, off-boarding, etc.), following established protocols and Core Values
• Foster team camaraderie and cultivate a culture of direct communication through regular team check ins, elevating feedback to site leadership as necessary
• Maintain consistent Front Desk presence while delegating to direct reports as needed; dedicate approximately 80% of work time to Front Desk presence and 20% to administrative functions; maintain on-site presence during events with extenuating circumstances
• Make critical decisions when necessary for the well-being of customers, staff, and the facility, in such areas as safety and emergencies, money handling, and customer experience
• Proactively and positively address employee concerns and issues as needed
• Be fully familiar with all Tier level functions and provide both positive and constructive feedback to direct reports
• Set examples of professional behavior and excellent customer service at all times and act as a mentor to direct reports
• Maintain adequate Front Desk Schedule to service Mesa Rim customers, assisting with recruiting and training new staff as needed
• Serve as liaison between Team Members and Management Team, communicating issues and concerns to management when appropriate

Other work-related duties as assigned 

Must-Haves:

• Must be at least 18 years of age 
• Must have High School Diploma or equivalent
• Must contribute to Mesa Rim Climbing Center culture

• Must have ability to seek and accept, as well as give, critical feedback in a professional manner
• Must demonstrate a positive attitude and be a team player
• Must have a drive to grow professionally
• Must have previous experience with Rock Gym Pro
• Must demonstrate a passion for climbing and have minimum two years previous climbing experience
• Must have minimum of one year leadership experience in a customer service setting
• Must meet all the qualifications of a Tier 3 Team Member
• Must regularly demonstrate a high degree of initiative and follow-through
• Must be able to work independently and creatively problem solve without direct supervision
• Must have professional demeanor and ability to maintain confidentiality of sensitive information
• Must have attended a variety of classes at Mesa Rim
• Must have attended at least one Mesa Rim group fitness class

Nice-to-Haves:

• CPR/First Certification preferred

Get Stoked For Access To:

• Being part of an amazing team and company culture that focuses on personal and professional growth, authentic communication, and genuine care for one another 

• A competitive benefits package, including employer-subsidized medical, dental, and vision insurance, retirement plan with employer-match, and an Employee Assistance Program

• A robust Paid Time Off package
• Professional leadership + life coaching among other professional development opportunities
• Mesa Rim membership, access to Mesa Rim classes, pro-deals, and Pro Shop discounts

Physical Demands and Work Environment:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, employees are frequently required to sit, walk, climb stairs, talk, see, hear, stoop, kneel, crouch and handle things. They will frequently work with a computer using repetitive motion.  They occasionally may be required to perform light physical work, lifting/carrying up to 25 pounds.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently exposed to loud noise and airborne particles, and occasionally exposed to vibrations, and other hazards and dry conditions (non-weather).  

Pay Range: $25.50-$31.50

By submitting an application below, you are agreeing to the following terms and conditions:

I certify that all information I have provided in order to apply for and secure work with the employer is true, complete, and correct.

I expressly authorize, without reservation, the employer, its representatives, employees, or agents to contact and obtain information from all references (personal and professional), employers, public agencies, licensing authorities, and educational institutions and to otherwise verify the accuracy of all information provided by me in this application, résumé, or job interview. I hereby waive any and all rights and claims I may have regarding the employer, its agents, employees, or representatives, for seeking, gathering, and using truthful and non-defamatory information, in a lawful manner, in the employment process and all other persons, corporations, or organizations for furnishing such information about me.

I understand that this employer does not unlawfully discriminate in employment and no question on this application is used for the purpose of limiting or eliminating any applicant from consideration for employment on any basis prohibited by applicable local, state, or federal law.

I understand that this application remains current for only 60 days. At the conclusion of that time, if I have not heard from the employer and still wish to be considered for employment, it will be necessary for me to reapply and fill out a new application.

If I am hired, I understand that I am free to resign at any time, with or without cause and with or without prior notice, and the employer reserves the same right to terminate my employment at any time, with or without cause and with or without prior notice, except as may be required by law. This application does not constitute an agreement or contract for employment for any specified period or definite duration. I understand that no supervisor or representative of the employer is authorized to make any assurances to the contrary and that no implied oral or written agreements contrary to the foregoing express language are valid unless they are in writing and signed by the employer's president.

I also understand that if I am hired, I will be required to provide proof of identity and legal authorization to work in the United States and that federal immigration laws require me to complete an I-9 Form in this regard.

I understand that reasonable safeguards will be taken to protect all personal information provided or obtained in conjunction with this application for employment. My personal information may be shared with the employer's affiliate(s) and third parties engaged by the employer to perform services for the employer. Any personal information shared with an affiliate or third party is to be used solely to perform the services requested by the employer.

This Company does not tolerate unlawful discrimination in its employment practices. No question on this application is used for the purpose of limiting or excluding an applicant from consideration for employment on the basis of his or her age, ancestry, color, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, military or veteran status, national origin, race (includes traits historically associated with race, such as hair texture and protective hairstyles), religion, sex (includes pregnancy, childbirth, breastfeeding, and/or related medical conditions), sexual orientation, or any other protected status under applicable federal, state, or local law.

I understand that any information provided by me that is found to be false, incomplete, or misrepresented in any respect, will be sufficient cause to (i) eliminate me from further consideration for employment, or (ii) may result in my immediate discharge from the employer's service, whenever it is discovered.

For California Applicants: Mesa Rim Climbing Centers CCPRA Job Applicant Privacy Notice linked here.

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