Front Desk Associates and Shift Leads

Alaska Rock Gym, Anchorage 

Role Description 

The Front Desk staff play a critical role in the daily operations of the gym. They contribute to the overall success of the business by maintaining high standards of customer service, operational efficiency, and risk mitigation. This position requires a combination of excellent interpersonal abilities and a passion for promoting a positive, fun, and inclusive climbing community.

– Customer Service is one of the primary functions of this position. Desk staff are expected to be welcoming, friendly, and informative. Answering customer inquiries, providing feedback, and catering to consumer concerns with tact and professionalism is incredibly important. Staff are required to give gym orientations, facilitate belay tests, teach belay classes, oversee waiver completion, and become proficient users in the company’s POS and CRM system. 

– Sales is the second largest expectation for the Front Desk role. Employees should be well versed in the offerings of the gym, including memberships and pricing, yoga & fitness offerings, youth programming, specialty or recurring classes and clinics, annual events, and all the offerings in the retail shop. The Front Desk leads should feel comfortable selling tangible and intangible gym offerings to the customers, promoting any sales or gym specials, and making our customers aware of upcoming events. 

– Additional duties and responsibilities involved maintaining the cleanliness and functionality of the facility and retail shop. Completing daily task lists, equipment inspections, answering phone calls, setting up memberships, streamlining orientations or belay tests in an effective manner are all additional expectations for this position. 

– The Front Desk Associates and Leads are all responsible for risk mitigation by engaging with customers regularly. Conducting regular safety walks, addressing behaviors that are or could become dangerous is mandatory. All desk staff will be trained to address customers who are not compliant with posted rules, and staff are provided resources to help reduce risk as much as possible. 

As a representative of Alaska Rock Gym, all employees are expected to be knowledgeable about the gym and its offerings, and stoked about the outdoor industry. Our staff lead by example, are kind, welcoming, and eager to pursue growth opportunities. We are viewed as accountable, reliable and contribute to a supportive, team environment.

Benefits include a free monthly gym membership, unlimited buddy passes, company profit sharing, paid climb time/pay period, simple IRA eligibility, and access to industry pro-deals for major outdoor brands (up to 60% off).

 

Preferred skills and job expectations for Front Desk Associate ($17 + monthly bonus):

• Excellent interpersonal skills
  • Communication with your team/Lead
  • Ability to maintain professionalism with difficult customers
• Strong organizational abilities and attention to detail
• Ability to multitask in a high volume and fast-paced environment
• Conflict resolution skills and a problem/solution mentality
• Previous climbing experience (or commitment to learning)
• Competency with risk mitigation
• Ability to generate sales and answer questions about Alaska Rock Gym’s offerings
• Proficiency with top rope belaying and basic climbing knowledge (or commitment to learning)
• Must be able to work a minimum of 3 days/week

Additional Responsibilities for Front Desk Lead ($19 + monthly bonus):

• Manage customer conflicts that escalate beyond the Front Desk Associate level
• Process basic refunds
• Spearhead Injury Reports
• Allocate resources as needed (grouping orientations together, coming up with basic procedural changes to accommodate the needs of the gym)
• Lead by example. Shift Leads are expected to be on their feet and making sure their team (each shift) completes daily tasks and basic shift requirements. 
  • Report feedback to the Front Desk Manager
  • Be the available resources for questions from your team and ready to provide feedback or resources
• Bridge communication to appropriate upper management
  • From the members or consumers to Management
  • For the needs of the team/desk to the Front Desk Manager

• Must be able to work a minimum of 4 days/week
• Key holder
  • Must be available to open and/or close the facility
  • Responsible for opening or closing the cash drawers

Bi-annual reviews are conducted in March and September. To apply, please submit your resume and two references to our website. Alaska Rock Gym is an equal opportunity employer.