Edgeworks Climbing
MISSION:
To be the innovative leader of indoor climbing, outdoor adventure, and fitness for the active community.
VISION:
To provide exceptional customer experiences focused on climbing and fitness that challenge and inspire an active lifestyle.
CORE VALUES:
Community
A welcoming group of climbing enthusiasts, adventure seekers, and friends connecting through our shared interests in climbing, fitness and fun.
Professionalism
A focus on excellence; from staff training, accreditation, and program development to facility offerings, partnerships, and everything in between; going above and beyond to deliver quality experiences and knowledgeable staff.
Integrity
A commitment to do what we say and stay true to our word, ourselves, our goals, and our community.
Adventure
Our motivation for all things; providing the inspiration, the instruction, the venue, and the excitement to help everyone achieve their goals - inside the gym and outside.
General Summary:
The Operations Coordinator works closely with the Gym Operations Manager, Shift Leads, and Front Desk staff to ensure smooth operations of our front desk and overall cleanliness of our facility. The Operations Coordinator works in collaboration with Front Desk staff, Shift Leads, and the cleaning crew. The Operations Coordinator reports to the Gym Operations Manager.
Core Functions:
- Perform, model and train outstanding customer service fitting with the Edgeworks Mission, Vision, and Core Values while constantly displaying a positive attitude.
- Support the front desk team and cleaning crew in all duties, specifically in scheduling, communications, goals, and policies/procedures.
- Advocate for front desk staff needs, suggestions and input to create an outstanding staff experience.
- Become an expert on company processes, products, software, and customer experience.
- Help maintain a clean facility that best represents the Edgeworks customer experience and brand
Principal Activities:
FRONT DESK MANAGEMENT
- Perform as an expert on all Edgeworks memberships, programs, products and retail offerings to the extent that the Operations Coordinator can train front desk staff and field questions from interested guests.
- Work regular desk shifts to stay up-to-date on front desk needs, changes, etc. The Operations Coordinator will be required to work at least one weekend day per week, and finds or provides coverage for shift call-outs.
- Create the staff schedule for Front Desk and Groups/Events for review by the Gym Operations Manager.
- Lead monthly safety and staff meetings with the Front Desk Staff. Communicate and train staff on all new/updated products, processes and promotions. Seek regular feedback from Shift Leads.
- Communicate regularly with the Gym Operations Manager and other Department Leads. The Operations Coordinator acts as the direct line from all Front Desk staff and Shift Leads to the management team.
- Keep the Front Desk section of the internal communication webpage (The Daily Beta) updated and relevant.
CUSTOMER EXPERIENCE
- In collaboration with the Gym Operations Manager, help assist with customer questions, requests, and complaints that go beyond the responsibilities of Shift Leads and Front Desk.
- Perform front desk duties in the most efficient, positive, and productive manner possible with the goal of providing customers with a consistent and excellent experience at Edgeworks.
- Key contact and customer service for all groups and events, including Probelays, Community Climb Nights, Socials, and Competitions.
HIRING/TRAINING/EVALUATION
- Collaborate with the Operations Manager on all aspects of the Front Desk and Cleaning Crew hiring process, including reviewing resumes, communicating with applicants, and conducting interviews.
- Assist in onboarding new Front Desk and Cleaning Crew staff by bringing them up to company standards of proficiency and customer service.
- Train Shift Leads on new and updated products, processes, and procedures and ensure that they have the information they need to train Front Desk staff.
- Coordinate/train for all groups and events, including Monthly Socials, Special Events, Group Climbing, and Lock-ins.
- Manage and troubleshoot difficulties staff members experience in retaining and/or executing company processes.
- Evaluate staff as they develop and provide timely and meaningful feedback.
Qualifications:
- Related leadership experience preferred.
- Excellent oral and written communication skills.
- Experienced and proven team contributor.
- Self-motivated with proven ability to balance multiple, simultaneous priorities.
Employment Status, Compensation and Benefits:
- Hourly Full-time (hours may include working evenings, weekends, and/or after hours)
- 32 hours per week split between admin work and front desk shifts with potential for up to 40 hours with shift coverage, special events, etc.
- Paid Time Off
- Medical and Dental Benefits
- 401(k) Retirement Plan
- Industry Benefits/Perks
- Edgeworks membership and discounts