Gym Staff

Job Description:

Description

The Gym Staff position at Momentum is multi-faceted and complex. This customer-focused position includes the majority of tasks required to run the gym on a day-to-day basis. Gym Staff service to our diverse customers and guests.

ESSENTIAL DUTIES, RESPONSIBILITIES & EXPECTATIONS

Facilitating the Customer Experience

•  Ensure our community is cared for, connected, and valued by:
• Meeting our guests more than halfway in your interactions
• Seeking to make a personal connection with our patrons through conversation
• Greeting individuals on the way in and out of the facility
• Taking phone calls, resolving issues, and being an expert resource
• Giving facility tours and sharing your enthusiasm for climbing
• Educating customers through belay instruction and the Experience Class
• Balancing the demands and needs of multiple customers simultaneously

Professionalism

• Present yourself in a friendly, authentic, and professional way.
• Wear designated staff apparel while working
• Be clean and approachable in your appearance
• Show up on time and pitch in extra when needed
• Take pride in being prompt and professional in all work
• Know our business basics: Phone number, website, address, hours of operation, gym stats and pricing on common services.

Product Knowledge, Advocacy, and Sales

• To help climbers challenge themselves and engage with our gym:
• Be knowledgeable about all the services Momentum offers and help customers find the service that best suits them
• Aid customers in all things membership related: Sign-up, Freezes, Cancellations
• Verify that all climbers have purchased access to the facility.
• Operate our gym management software and conduct point of sale transactions
• Keep up to date on gym events and seasonal offerings and recommend to customers when appropriate.

Managing Risk

• Monitor the gym and mitigate unsafe situations before they become a problem
• Ensure customers are following Gym Rules
• Verify every visitor unescorted by Momentum Staff has a current waiver on file
• Educate customers who are using unsafe methods to belay or climb
• Take corrective action when needed to maintain safety standards

Dirty Work & Unpredictable Tasks

Working in a climbing gym is fun and rewarding but not always glamorous. Momentum employees are expected to be flexible and dynamic in their willingness to confront challenges of any kind.

• If it needs fixing and you have the skill and time, consider fixing it.
• If it is dirty and needs cleaning, clean it when you have the time.
• If your help would improve the situation for our customers and your co-workers, help out.
• Engage unexpected tasks with an open mind and a positive attitude.

Requirements

EXPERIENCE, SKILLS, AND CERTIFICATIONS

• Saturday and Sunday shifts required
• Must have at least 1 year of climbing experience
• Must show a strong enthusiasm for climbing
• Experience in the disciplines of bouldering, climbing, and traditional climbing preferred.
• Momentum Lead Climbing certification preferred
• Experience in customer service and/or instruction required
• Basic phone and computer skills; familiarity with Microsoft Office and Google Drive products
• Current First Aid & CPR. May obtain within first 3 months of employment

ENVIRONMENT AND PHYSICAL DEMANDS

• Work in a loud and busy gym environment every shift
• Move up and down the climbing wall, be comfortable at height, and able to rescue a stranded climber on the wall
• Continuously stand and walk on unstable and uneven surfaces
• Repeatedly lift weights up to 50 lbs on a regular basis
• Instruct and give directions to large groups of people