Front Desk Associate

Front Desk Job Description

Qualifications

• High school diploma or equivalent required
• Customer service experience preferred
• Basic knowledge of climbing gear and equipment
• Ability to provide belay test-outs according to facility standards
• Strong interpersonal and communication skills
• Proficiency with point-of-sale and scheduling software
• Current First Aid and CPR certification preferred

Benefits

• Part-Time | On-site | Rate: Based on experience
• Bi-weekly pay schedule (26 pay periods per year)
• Comprehensive benefits package including:
  • Full facility membership during active employment
  • Quarterly guest passes
  • Vendor and partner discounts
  • Retail shop discount
  • Additional benefits as outlined in Employee Manual

Responsibilities:

Guest Services and Operations

• Serve as primary point of contact for facility information, check-in, services, retail, and outfitting
• Manage daily operations including:
  • Guest check-ins and waiver processing
  • Member services and account management
  • Retail and rental transactions
  • Facility monitoring and maintenance
• Utilize Approach software for:
  • Check-in procedures
  • Waiver management
  • Membership updates
  • Sales transactions
  • Rental equipment tracking

Safety and Facility Management

• Conduct regular safety checks and hazard assessments
• Monitor and maintain:
  • Facility climbing gear
  • Rental equipment quality
  • Stock levels for retail, food, and beverages
• Implement safety protocols and procedures
• Perform belay tests according to facility standards
• Ensure compliance with all facility policies and regulations

Administrative Duties

• Utilize Gusto for:
  • Schedule management
  • Availability updates
  • Team communications
• Monitor and respond to facility email communications
• Complete assigned daily tasks in front desk and climbing gym zones
• Support evening, weekend, and membership events
• Work under supervision of opening/closing Supervisors

Required Skills

• Strong customer service orientation
• Attention to detail and safety awareness
• Ability to work independently and as part of a team
• Basic climbing knowledge and ability to assess climbing safety
• Proficiency with facility software systems
• Excellence in maintaining organized, clean work environments

Physical Requirements

• Standing and walking for extended periods
• Ability to perform safety checks and equipment inspections
• Basic climbing and belaying capabilities
• Lifting and moving equipment as needed

This position reports directly to the General Manager and requires collaboration with the front desk team and other facility staff. Schedule includes evening and weekend shifts.

Success in this role will be measured by:

• Customer satisfaction and experience
• Facility safety and compliance
• Operational efficiency
• Team collaboration
• Space management and organization
• Professional conduct and brand representation

Employment Status: At-will employment in accordance with North Carolina law. Employment may be terminated at any time, with or without notice, for any or no reason. Time periods referenced for job duties do not establish terms of employment, and salary/benefits calculations are for forecasting purposes only.