Human Resource and Guest Service Lead

As the Human Resource and Guest Service Lead at Fiddlehead, you bridge the gap between staff management and member satisfaction. We are looking for a leader to manage the two most critical parts of our business: our guests and our team. This dual role involves leading the front desk team to provide exceptional member service for our community-while managing the HR duties of our diverse staff.

Interested please send your resume and brief cover letter explaining your fit for the company to hello@fiddleheadff.com

Key Responsibilities:

Front Desk & Guest Experience Leadership

  • Onboarding & Training: Lead orientation for new hires, covering
    everything from brand mission to safety protocols like belay
    certifications and emergency response.
  • Member Relations: Handle complex member inquiries, answering
    emails, voice messages, service recovery, and complaints to ensure high
    retention and satisfaction.
  • Front Desk Operations: Set the standard for a high-energy,
    welcoming environment; monitor check-ins, waiver compliance, and
    high safety standards.
  • Service Recovery: Act as the “Manager on Duty” to resolve complex
    guest issues or on-site incidents, while maintaining safety protocols and
    a warm welcoming atmosphere.
  • Facility Management: Working with other team members to ensure
    the front lobby, common areas, climb gym, and fitness studios meet
    high standards of cleanliness and functionality.

HR Coordinator

  • Compliance & Safety: Verify all Staff maintain current CPR/AED/First
    Aid and other role-specific certifications
  • Performance & Mentorship: Act as a mentor by providing regular
    performance feedback, coaching “in the moment,” and identifying
    professional growth opportunities.
  • Conflict Resolution: Serve as a mediator to resolve internal staff
    grievances and maintain a positive, inclusive work environment.
  • Policy Development & Updating: Assisting in developing, updating,
    and implementing HR policies, programs, and procedures.
  • Compliance Monitoring: Comparing company policies to federal,
    state, and local labor laws and revising them to maintain compliance.
  • Documentation & Maintenance: Maintaining the company
    employee handbook and ensuring all policies are current, accurate, and
    accessible.
  • Communication & Education: Help lead policy communication,
    education, and training to ensure employees understand and
    consistently apply procedures.

Required Qualifications

  • Experience: preferred 2 + years of management in outdoor
    recreation, hospitality, or a fitness setting.
  • Technical Savvy: Preferred High proficiency in POS systems and
    booking systems such as Rock Gym Pro and HR management software.
  • Communication: Exceptional ability to mediate between
    management, diverse staff groups, and customers. Strong verbal and
    written skills for interacting with members, staff, and corporate
    partners.
  • Passion for the Sport: Active interest in climbing, biking, and/or
    fitness training to better connect with our community.
  • Physical Ability: Must be able to work in active facility conditions and
    lift/move gear up to [e.g., 40 lbs].
  • Availability: Ready to work an opening shift schedule with flexibility if
    needed including Sunday.

Benefits

  • Free membership for yourself plus 1 and dependents
  • Pro-deal discounts on retail and gear.
  • *wages based off prior work-related experience
Apply today.