Front Desk Manager

Vision: Showing up fully for ourselves, so we may better show up for others. Mission: A place where community grows through connection and joyful effort. North Star: To create a space of refuge through climbing.

About the Role

As the Front Desk Manager at Terra Firma, you will be the first point of contact for all members, visitors, and guests. Your primary responsibility is to ensure a positive and welcoming experience for all individuals entering the facility. You will manage the day-to-day operations of the front desk, supervise front desk staff, handle administrative tasks, and ensure the gym environment is safe, organized, and efficient. This role requires excellent customer service skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Greet members and guests with a positive attitude, offering assistance and answering questions about gym services, programs, classes, products, pricing, etc.
• Ensure all front desk staff provide the same level of service.
• Lead and manage a team of front desk associates: schedule shifts, assign tasks, and ensure efficient front desk operations.
• Handle staffing hours, fulfillment, new hire interviews, and reviews for front desk staff.
• Assist with member sign-up procedures, renewals, and cancellations.
• Help customers with membership inquiries and provide information on pricing, packages, and promotions.
• Manage processing EFT payments and membership changes accurately.
• Coordinate with other gym managers regarding daily operations, sales strategies, procedure improvements, and member needs.
• Ensure the front desk team is informed about special events, classes, promotions, or other happenings.
• Oversee the cleanliness and safety of the front desk area, lobby, and public spaces.
• Ensure all equipment, signage, and displays are in good condition and up to date.
• Handle administrative duties such as data entry, member check-ins, scheduling, and document filing.
• Ensure all forms and waivers are completed and processed properly.
• Address and resolve member or employee complaints or concerns professionally and promptly.
• Assist with planning and executing gym events and promotions.
• Ensure front desk staff are trained on safety protocols and emergency procedures.
• Monitor the facility to ensure a safe environment for all guests and members.
• Manage inventory of products for sale, ensuring proper stock levels and ordering as needed.
• Rotate out low-selling items for new, higher-potential ones.

Requirements

• 1-2 years of experience in a customer service or management role, preferably in fitness, recreation, or hospitality.
• Prior experience working in a climbing gym or similar environment is a plus.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational skills and the ability to multitask effectively.
• Proficiency with computer systems, membership software, and point-of-sale (POS) systems.
• Basic knowledge of climbing gym safety and equipment (or willingness to learn).

Physical Requirements

• Ability to lift and carry up to 25 pounds (for organizing gear or supplies).
• Ability to stand for extended periods and walk around the facility.

Schedule

• Flexibility to work mornings, evenings, weekends, and holidays, as needed to accommodate gym hours and staffing.
• This position ensures on-site management during evenings and weekends, utilizing the front desk lead for full coverage.

Pay

$38,000-$42,000 annual salary (DOE) – 40 hours per week.

Benefits

• Free couples membership to Terra Firma.
• Annual bonus tied to individual and company-wide performance.
• Industry pro deals and in-gym retail discounts.
• Professional Growth Allowance: $500 per year for approved courses/seminars/education.
• Mileage Reimbursement: $0.70 per mile.
• Travel Allowance: $50 per day M&IE (Meals & Incidental Expenses).
• Lodging: Up to $110 per night.
• 2 weeks paid time off.
• 5 sick days.