Climbing Manager

MAIN FUNCTION:

The Climbing Manager is a key member of the facility leadership team. The Climbing Manager is the program lead at the club level, and assists in the overall direction, organization, and quality of the climbing gym. Must have previous management experience in a rock-climbing gym environment and must be able to oversee and apply the department’s cleaning and sanitization policy to ensure all members safe participation in the climbing gym.  Experience managing a budget with the ability to consistently exceed revenue targets.  The Climbing Manager will oversee the Climbing Specialists and Route Setters, so it is paramount this position exhibits excellent leadership, effective communication, and exemplary customer service-related skills.

DEPARTMENT:             Fitness and Wellness

REPORTS TO:              Director of Operations

DIRECT REPORTS:      Climbing Specialists

POSITION EXPECTATIONS:

Applied (Programming)

• Ensures team members initiate, develops and maintains positive relationships with participants.
• Facilitates rock climbing safety training for program team members and LNPC staff.
• Creates an educational, safe, inviting and organized rock-climbing experience.
• Responsible for driving the highest level of customer service.
• Responsible for hiring, onboarding and administrative functions of the climbing gym.
• Collaborate with department heads to plan events, manage class bookings, maintain facility, manage memberships and youth programs.
• Assist with community outreach & partnerships, consistently expanding, managing, and building on existing agreements.
• Develop standard operating procedures for the team to drive standardization on execution and the customer experience.
• Develop member retention programs/strategies while driving community engagement.

Administrative (Operations)

• Demonstrates competency in managing and administering team member and client scheduling, client contacts, and member tracking software.
• Routinely monitors the daily operational logistics of the climbing gym including scheduling, NPS and cleaning and sanitization.
• Assists with creating and managing the staff shift schedule in a way that is attentive to utilization trends and program requirements.  Empowers the team in a way that will exceed the member’s expectations.
• Provides oversight to the center’s quality assurance practices for all department services to ensure program delivery, as well as the environment, is safe and effective.
• Responsible for the upkeep of all equipment to include preventative maintenance and management of the maintenance log.
• Oversee and routinely complete the department’s daily task check sheet as assigned.

Management (Customer Relations/Team Performance)

• Contribute to achieving a consistently excellent member experience resulting in high member satisfaction ratings and low member attrition.
• Address all member and staff concerns and provide prompt and member- friendly follow up.
• Assists with the onboarding, training, and performance of all team members.
• Assists with administering the payroll/scheduling system for the Department.
• Provides general supervision for clients participating at the facility.  Is committed to providing a safe, clean and organized environment and delivers customer service excellence.
• Demonstrates the ability to safely operate and oversee all equipment and services related to the climbing gym or other assigned tasks.
• Participate in Manager on Duty shifts as assigned.
• Provide input and/or conduct employee feedback sessions, including annual performance reviews of direct reports.
• Achieve established performance targets within the key performance indicators (KPI’s).
• Lead a team of climbing specialists to achieve monthly and yearly revenue targets while executing on our Service Excellence philosophy.

General

• Consistently meets and/or exceeds the Center/Department performance objectives and Key Performance Indicators as outlined in the Annual Strategic Plan.
• Demonstrates the desire to continually improve areas of the business by identifying an area for improvement, devising a solution, then implementing a plan.
• Routinely achieves a high-level of organizational alignment, plays a vital role in realizing a Culture of Excellence and adheres to the IWP Code of Conduct.
• Accepts constructive criticism/direction and effectively changes own performance.
• Passionate about improving the health and wellbeing of others and able to lead by example by living a healthy and active lifestyle.

Implementation Date:                4/2021

Approved By:                            Jim Ellis, Executive VP, Integrated Wellness Partners

Revision Dates (Corporate):      

Revision Dates (Center):

Disclaimer:

The intent of this job description is to describe the general nature of the duties and responsibilities required of all job incumbents assigned to this title. It is not intended to be a comprehensive list of all job responsibilities. Therefore, incumbents may be asked to perform other duties within reason and as required.

EDUCATIONAL REQUIREMENTS:

• Bachelor's Degree

HIRING REQUIREMENTS:

• Minimum of two years of strong, progressive experience in managing a climbing facility, including managing budgets, strategic planning, hiring and managing KPI’s
• Must be Indoor Climbing Certified
• No written disciplinary action within the last 12 months
• Pass Background Check
• Eligible to work in the United States

PREFERRED SKILLS AND ATTRIBUTES:

• Excellent time management and organizational skills
• Excellent interpersonal skills needed for exemplary customer service; outgoing, friendly, and compassionate
• Excellent leadership qualities needed to build and manage a team in a performance-driven environment.
• Technologically savvy with the ability to function well within business management software systems, customer portals and member apps.

Master's Degree in pertinent field of study