Trolley Square- Gym Staff

RESPONSIBILITIES

Facilitating the Customer Experience

Greet guests warmly on their way in and out of the facility.
Engage in meaningful conversations to create personal connections.
Provide facility tours, share enthusiasm for climbing, and explain services offered by Momentum.
Answer phone calls, resolve issues, and act as an expert resource for guests.
Balance the demands of multiple customers, ensuring each receives quality service.
Assist with group events and other special programming as needed.
Help maintain gym cleanliness and ensure the facility is presentable at all times.

Professionalism & Presentation

Present yourself in a friendly, authentic, and professional manner at all times.
Wear designated staff apparel while working, including a staff shirt, name tag, and safety equipment.
Be clean and approachable in your appearance.
Arrive on time, ready to work, and take pride in punctuality and professionalism.

Product Knowledge, Advocacy & Sales

Be knowledgeable about all Momentum services and guide customers to the offerings that best suit their needs.
Know our business basics such as phone number, website, address, hours of operation, gym stats, and pricing on common services
Assist customers with membership sign-ups, freezes, and cancellations.
Verify that all climbers have purchased appropriate access to the facility and have valid waivers on file.
Operate the gym’s point-of-sale software, RGP, to process transactions.
Stay up to date on gym events and recommend them to customers when appropriate.
Participate in staff meetings and ongoing training sessions to stay informed about gym operations and expectations.

Managing Risk & Safety

Monitor the gym to prevent unsafe situations and ensure customers follow gym rules.
Verify that all visitors have current waivers and appropriate certifications.
Educate customers on proper climbing techniques.
Take corrective action when necessary to maintain safety standards.
Be prepared to respond to emergencies, including rescuing climbers stranded on the wall when required.
Regularly patrol the climbing areas to ensure safety and provide assistance when needed.

Flexibility & Teamwork

Assist in unexpected tasks and challenges with a positive attitude, whether cleaning, fixing equipment, or helping co-workers.
Engage in teamwork by supporting other staff members during busy times or events.
Remain flexible and adaptable, willing to pitch in as necessary to improve the customer experience.

REQUIREMENTS AND PHYSICAL DEMANDS

Hours and Availability

Shift duties will be divided between time spent at the front counter assisting with sales and guest check-in, and time spent in the rest of the facility performing safety patrols

Experience, Skills, and Certifications

At least 1 year of climbing experience with a passion for the sport.
Experience in customer service or instruction is required.
Experience in the disciplines of bouldering, sport climbing, and traditional climbing preferred
Basic computer skills and familiarity with Microsoft Office and Google Drive are preferred.
Ability to communicate clearly and effectively in person, by phone, and through email.
Must be highly organized and able to handle multiple tasks simultaneously.

Environmental and Physical Demands

COMPENSATION AND BENEFITS

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