General Manager

About the role

G1 Climbing + Fitness is seeking a full-time General Manager to lead the facility, support department heads, and drive overall business success. The GM is a hands‑on leader focused on creating an exceptional member experience while driving membership growth, engagement, and revenue. The ideal candidate has management experience in fitness, hospitality, retail, or similar customer‑focused environments, including P&L management, sales/revenue generation, and people management. They are a natural leader and mentor comfortable with details, coordinating multiple moving parts, and holding themselves and others accountable, constantly asking how to improve.

Responsibilities

• Own membership growth and member outreach as the primary business objective.
• Develop and execute strategies to generate new memberships, improve retention, increase engagement, and grow revenue.
• Establish monthly, quarterly, and annual membership and revenue goals and be accountable for measurable results.
• Regularly analyze membership, sales, attendance, billing, and other business data to identify opportunities and areas for improvement.
• Develop and oversee member outreach initiatives, including follow‑up with prospective, lapsed, and existing members.
• Identify opportunities to improve the customer journey from first visit through long‑term membership.
• Work closely with department heads to ensure G1’s programs, events, and products support membership and revenue goals.
• Provide the CEO with regular sales and membership reporting, including progress toward goals and actionable insights.
• Ensure G1’s current and future climbing, fitness, and membership products align with company standards, brand, and values.
• Offer a compelling variety of products, programs, and events that meet customer needs.
• Be knowledgeable about all G1 offerings and understand how each department contributes to the member experience and business.
• Consistently identify and implement strategies to improve the member experience, operational efficiency, and profitability.
• Represent G1 as a visible, recognizable, and approachable presence for members, guests, and staff.
• Serve as a key resource and thought partner for department heads in brainstorming, developing, and executing ideas.
• Ensure departments communicate and work collaboratively to execute programs, events, and offerings effectively.
• Help connect departmental needs and opportunities with the Programs Director and marketing efforts.
• Step in to support other managers when needed and be willing to wear multiple hats.
• Provide mentorship, accountability, and constructive feedback to managers and staff.
• Support employee onboarding and offboarding through ADP.
• Help foster an employee‑first culture while maintaining clear expectations and accountability.
• Oversee the Front Desk Manager and ensure front desk and other customer‑facing operations run smoothly.
• Monitor billing processes, membership accounts, and collections to minimize revenue loss.
• Conduct monthly membership and billing analysis to ensure accurate and effective billing practices.
• Serve as G1’s primary expert on the POS software Redpoint and use the system to manage and assess membership, billing, product, sales, and attendance data.
• Create and maintain SOPs and ensure they are consistently followed.
• Coordinate facility maintenance and delegate tasks to ensure timely completion.
• Serve as the first point of contact for facility emergencies when department heads are unavailable.
• Respond to emergency situations professionally, manage incident reports, and communicate with insurance providers as needed.
• Be available to work occasional nights and weekends as business needs require.
• Complete additional duties and responsibilities as directed by the CEO.

Qualifications

• 3+ years of climbing experience with a strong understanding of belaying, climbing technique, terminology, and equipment.