Front Desk / Guest Services

• Act as a welcoming first point of contact at the front desk for Fiddlehead information, check-in, services, retail, & outfitting
• Engage with Fiddlehead guests & members to establish needs & provide solutions
• Correctly utilize Rock Gym Pro software regarding check-ins, waiver imports, member changes, guest requests, rentals, and merchandise sales, etc
• Accurately and securely close out cash drawer at end of shift and ensure proper documentation is taken care of
• Manage Fern Cafe sales through Square during closed cafe hours
• Ensure daily cleaning tasks are completed at their highest quality
• Monitor and maintain facility climbing gear and rental gear quality
• Work with Fiddlehead staff to execute evening, weekend, and membership events
• Conduct regular safety checks, hazard identifications, and communicate concerns to staff and guests

Guest Services

• Answer phone calls and voicemails in a professional, courteous, and timely manner
• Answer “Hello” emails in a professional, courteous, and timely manner
• Ensure laundry is completed by end of shift
• Ensure the front desk and lobby maintain a clean, organized, and welcoming atmosphere
• Handle customer concerns and feedback with professionalism and follow established resolution protocols

General Staff Responsibilities

This position is a Closing Shift Lead position, which requires 5 closing shifts per week, up to 40hrs per week. Closing shifts are scheduled until 9:30pm, Sunday – Friday.

Other Responsibilities Include:

• Utilize Paychex for availability and personal work schedules
• Utilize Slack and email for all Fiddlehead announcements, comms, updates etc
• Foster a safe, inspiring, and welcoming culture for Fiddlehead staff and guests
• Follow protocols regarding accident reports, inspections, safety compliance, opening/closing, risk/crisis management, accessibility, safe zones, events, etc
• Ensure all Fiddlehead policies and legal regulations are upheld
• Represent the Fiddlehead brand with integrity and professionalism in interactions and appearance

Qualifications

• 2+ years of customer service experience, preferably in recreation, fitness, or hospitality settings
• Knowledge of climbing and biking culture and terminology (climbing and biking experience preferred, but not required)
• Experience with point of sales systems and cash drawer systems
• Excellent interpersonal and conflict resolution skills
• Strong organizational abilities and attention to detail
• Proficiency with point-of-sale systems and membership management software
• Ability to work flexible hours including evenings, weekends, and some holidays
• CPR/First Aid/AED certification required (or willingness to obtain)

Physical Requirements

• Able to stand for extended periods
• Capable of light lifting (up to 25 pounds)
• Comfortable in an active, sometimes noisy environment

COMPENSATION AND BENEFITS
Benefits Package

• Membership to the facility during active employment
• Complimentary plus one membership for a significant other
• Monthly guest pass for facility use
• 2 hours of paid volunteer work every quarter
• Discounts with vendors, partners, and Fiddlehead retail shop
• 30% discount on coffee and tea drinks at Fern Café
• Any other benefits covered in the Employee Handbook