Experience Guide / Front Desk

EXPERIENCE GUIDE

Roles & Responsibilities

Reports to: General Manager / Assistant General Manager

OUR STORY: Brooklyn Boulders (BKB) opened its doors in 2009. With facilities now nestled in the hearts of New York, Boston and Chicago and programs all over the country, BKB operates an adventure lifestyle ecosystem that consists of a diverse community of climbers, creatives, artists, and fitness enthusiasts, with the common vision of Becoming Superhuman Together.

We live and breathe our CORE VALUES. They’re what makes BKB…BKB!

INSPIRE

GET WEIRD -- Be yourself. BKB is your creative playground.

CO-CREATE -- Trust your team. Results are stronger when we collaborate.

BE RELENTLESS -- Attitude is everything. Take risks. Fall hard. Get back up.

MAKE IT BEAUTIFUL -- Create something extraordinary. Be proud to share it. Never stop improving.

MAKE IT AN OPEN HOUSE PARTY -- Encourage diversity and inclusion.

WHO WE’RE LOOKING FOR:

The Experience Guide, a part of the Experience Team at Brooklyn Boulders, is a dynamic entry level position in an exciting work environment. You will be exposed to innovative business, hospitality and sales concepts foundational to any successful career. Expect an action-packed stepping stone for career progression at BKB and beyond.

Being on the front lines at Brooklyn Boulders and interacting with thousands of guests and members is not easy, but extremely rewarding. The Experience Guide isn’t your typical hospitality or sales position, because they sell experiences, deliver instruction and develop meaningful relationships.

Responsibilities:

• Achieve personal and team based daily and monthly sales/experience goals
• Greet members and guests upon arrival and departure, presenting value-matched products/services
• Deliver phenomenal guest experiences from check-in to check-out including the sales of classes, delivery of class curriculums, and mentorship/sales of next steps on the instructional pathway
• Stay up-to-date on all gear, technical skills and techniques and curriculum guidelines
• Teach engaging and high quality classes that offer a varied and knowledgeable education in the sport of climbing and the BKB community
• Develop and maintain knowledge of every experience, event, access item, membership and retail offering, including process to sell in MindBody Online
• Applying facility operational knowledge required to maintain the facility, manage retail, run events/programming, distribute gear and other operational duties

In-Facility, YOU WILL:

• Manage your class experience from check-in to check-out
• Manage teaching areas maintaining their presentation to students in accordance with standards
• Engage participants in the class curriculum and use world class teaching tactics to convey information in an experiential way
• Be an active climber and exhibit personal climbing shoes, harness and chalk bag.
• Project a positive, constructive attitude, embrace change and present solutions to pain points that will enable the success of your team or deliver increased community value.
• Be a team player that advocates for the success of every team member and the achievement of their sales goals
• Greet guests and members, value match experiences, prepare climbing gear and other front desk operational duties
• Execute Facility Orientations for new guests to introduce Brooklyn Boulders, qualify guests, and recommend the appropriate value-matching offering
• Manage risk in the facility including risk mitigation, deescalating risky situations and performing belay certifications.
• Organize and support events for members, crews and other community happenings
• Manage guest and member data in Approach and in CRM systems as required

Off-site, YOU WILL:

• Represent Brooklyn Boulders at lead generating events
• Identify and cultivate leads and relationships with corporate partners
• Be an ambassador for the BKB brand and the sport of climbing, acting as a connector and mentor to our community

YOU HAVE:

• Excellent written and verbal communication skills.
• Experience giving product presentations and other basic sales skills, including identifying and overcoming simple objections.
• 1 years experience in sales with a proven track record of meeting or exceeding sales goals.
• Experience using Approach (or another POS system) and/or CRM software for account management
• Knowledge and experience in the rock climbing and fitness or entertainment industries
• The ability to climb V3 and 5.10a consistently
• Interest in learning or developing rock climbing skills, experiencing what BKB offers, and a passion for sharing BKB’s experiences with others.

ATTITUDE IS EVERYTHING and the EXPERIENCE GUIDE is…

• Excited, self-assured, and enthusiastic.
• Able to balance sales goals, while keeping our community members’ best interests at the forefront.
• Not afraid of achieving tough, demanding goals, and has a desire to continue “raising the bar”.

PERKS:

• Free membership for employees
• Complimentary membership for a significant other or family member
• Unlimited free guest passes for friends
• Discounts on personal training, retail, and guided outdoor adventure trips
• Free access to non-competitive youth programs for children of employees

Job Type: Part-time

Pay: From $17.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 4 hour shift
• 8 hour shift
• Evening shift
• Weekends as needed

Ability to Relocate:

• Chicago, IL 60607: Relocate before starting work (Required)

Work Location: In person

Salary : $17