Hospitality Manager

SUMMARY / /

The Hospitality Manager is a key leader who fosters a collaborative, positive, and customer-centric environment across all areas of gym operations and staff management. Working alongside a team of Gym Managers, Assistant Gym Managers, Head Chefs and Shift Leads, they ensure a seamless experience for both employees and members, prioritizing exceptional service, strong member engagement, and comprehensive hospitality for members and guests. This role requires skillful coordination of schedules, daily tasks, onboarding, training, and performance management, driving effective teamwork and communication across departments within the gym to maintain smooth, efficient daily operations throughout the facility.

PRIMARY AND ESSENTIAL FUNCTIONS / /

• Develop, implement, and iterate hospitality initiatives and trainings throughout the company to ensure the highest level of customer-centricity, customer loyalty, and member retention.
• Demonstrate exceptional customer service, work ethic, and adherence to procedures while upholding the company's culture and serving as a role model for the team.
• Manage daily front desk tasks, including customer service, sales and cleaning duties, while fostering a customer-focused environment.
• Assist in planning and facilitating events, meetings, promotions, and operational changes while effectively communicating plans to the gym managers and staff.
• Work with teams to identify areas for customer service, operational, and facility improvements, implementing solutions that align with strategic goals.
• Participate in strategic planning to align customer service and sales approaches with company objectives and values, enhancing member satisfaction.
• Manage customer feedback, ensuring timely responses and effective resolution of complaints, including escalated incidents.
• Collaborate with senior management to develop staffing plans, participate in recruitment and onboarding, identify training needs, and maintain a talent pipeline for continuous staff development.
• Serve as a department stakeholder in one or two key departments-such as events, retail, Testpiece (cafes), amenities, programs, risk management, or facilities-based on specialization, interests, and skillsets. Attend planning meetings, review department materials, and offer valuable insights and guidance to help align departmental initiatives with overall company objectives .
• Work with Facilities and Risk Managers to ensure timely maintenance and improvements, and the implementation of safety protocols.
• Undertake other duties as assigned by senior management to contribute to the gym's overall success and growth.

REQUIREMENTS / /

WORK ENVIRONMENT / /

This position is exposed to airborne chalk, dust and cleaning supplies. Other hazards include falling while providing instruction or demonstration and trips and falls caused by obstacles on the ground such as ropes and climbing gear and slippery surfaces after they have been cleaned. The typical working environment for a Gym Manager spends half the time customer facing and overseeing operations and half the time in an office-based setting. They interact with various departments and employees, requiring frequent communication and collaboration across all teams. The role may involve managing multiple tasks simultaneously, such as meetings, employee consultations, and administrative duties, all while adhering to tight deadlines. While most of the work is performed in a structured, professional environment, the role also requires adaptability to handle sensitive issues with discretion and care.

EEOC STATEMENT / /

The Front Climbing Clubs are committed to providing an equal employment opportunity environment of mutual respect for all its people. This work atmosphere is available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. The Front Climbing Clubs strongly believes that diversity and inclusion amongst our teams is critical to our success as an organization. We are driven to recruit, develop, and retain the most talented people from a diverse candidate pool. As such, we highly encourage those with diverse backgrounds to apply.

Salary : $55,000 - $65,000