Front Desk Manager

Climbing Business Journal; Grand Rapids (MI); On-site; USD 38,000 - 42,000; Full time

Benefits offered by this job

Free couples membership

Annual bonus

In-gym retail discounts

Professional Growth Allowance

Education reimbursement

Mileage & travel allowances

Paid time off

Sick days

Job summary

Terra Firma Bouldering Co. is seeking a Front Desk Manager to be the first point of contact for members, visitors, and guests.

You’ll run day-to-day front desk operations, supervise staff, and handle administrative tasks to ensure a welcoming, safe gym environment. You will lead a team, manage memberships and payments, coordinate with gym managers, and ensure smooth operations during mornings, evenings, weekends, and holidays.

Qualifications

• 1–2 years of experience in a customer service or management role in fitness, recreation, or hospitality.
• Climbing gym or similar environment experience is a plus.
• Proficiency with computer systems, membership software, and POS systems.
• Basic knowledge of climbing gym safety and equipment or willingness to learn.

Responsibilities

• Greet members and guests; deliver excellent customer service and assist with gym services, programs, classes, products, and pricing.
• Lead and manage a team of front desk staff; schedules, tasks, and staffing hours.
• Assist with member sign-ups, renewals, cancellations, and inquiries; manage EFT payments and changes.
• Coordinate with other gym managers on daily operations and events; keep front desk informed.
• Oversee cleanliness and safety of front desk and public areas; ensure equipment and displays are up to date.
• Handle admin tasks such as data entry, check-ins, scheduling, and filing.
• Resolve member or staff concerns professionally and promptly.
• Assist with planning gym events and promotions.
• Train staff on safety procedures and monitor facility safety.
• Manage inventory and ordering for in-house products.

Skills

Customer service

Management

Communication

Organization

Multitasking

Climbing gym safety

Tools

POS systems

Membership software

Computer systems

Job description

Vision:

Showing up fully for ourselves, so we may better show up for others.

Mission:

A place where community grows through connection and joyful effort.

Statement (North Star):

To create a space of refuge through climbing

Values

• Growth: We cultivate an investigative mind, curious, open, and willing to explore new possibilities. Just because something has been done one way before doesn’t mean we can’t ask, What else can we learn here? We move forward confidently, knowing exploration is how we grow stronger.
• Community: We believe that it’s not our job to decide who’s part of our community, but it is our job to make them feel a part of it. If they climb, they are a climber in this community. We cultivate a space where everyone belongs.
• Connection: On and off the wall, we practice being present, connecting deeply with ourselves and others. When our attention falters, as in climbing, we fall.
• Joyful Effort: The problem is the path. Through mindful effort, we approach challenge as an opportunity to grow, staying aware of where our energy goes and how we show up, our attitude shapes the joy we find in the process.

Who We Are

Terra Firma Bouldering Co. is a community that seeks the growth and betterment of our climbing community. We are dedicated to our employees and our members, doing whatever it takes to provide the best climbing experience, the strongest community, and the most fun possible. Excellence blended together with passion and humility makes Terra Firma a place where all are welcome, all are challenged, and all can Connect, Grow, and Climb Like Crazy!

Job Overview

As the Front Desk Manager at Terra Firma, you will be the first point of contact for all members, visitors, and guests. Your primary responsibility is to ensure a positive and welcoming experience for all individuals entering the facility. You will manage the day-to-day operations of the front desk, supervise front desk staff, handle administrative tasks, and ensure the gym environment is safe, organized, and efficient. This role requires excellent customer service skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment.

Key Responsibilities

• Customer Service: Greet members and guests with a positive attitude, offering assistance and answering questions about gym services, programs, classes, products, pricing, ect. Ensure all front desk staff are doing the same.
• Supervision & Staff Management: Lead and manage a team of front desk associates. Schedule shifts, assign tasks, and ensure all front desk operations are carried out efficiently. Responsible for all staffing hours and fulfillment, as well as performing new hires interviews and reviews for front desk staff.
• Membership & Sales Support: Assist with member sign-up procedures, renewals, and cancellations. Help customers with membership inquiries and provide information on pricing, packages, and promotions. Manage processing EFT payments and membership changes accurately.
• Communication & Coordination: Strategize with other gym managers regarding daily operations, sales strategies, procedure improvements, and member needs. Ensure that the front desk team is well-informed of any special events, classes, promotions or other happenings.
• Facility Management: Oversee the cleanliness and safety of the front desk area, lobby, and public space. Ensure that all equipment, signage, and displays are in good condition and up to date.
• Administrative Tasks: Handle administrative duties such as data entry, member check-ins/memberships, scheduling, and document filing. Ensure that all forms and waivers are completed and processed properly, internal and external.
• Problem Resolution: Address and resolve any member or employee complaints or concerns in a professional and timely manner, working to ensure satisfaction and a positive gym experience for all.
• Event Support: Assist with planning and executing gym events and promotions.
• Health & Safety: Ensure that all front desk staff are trained on safety protocols and emergency procedures. Monitor the facility to ensure a safe environment for all guests and members.
• Ordering and Inventory: Ensure that products for sale are inventoried and properly stocked. Ordering proper pars for in house stock when needed, and rotating out low selling items for new higher potential ones.

Qualifications

Experience:

• 1-2 years of experience in a customer service or management role, preferably in a fitness, recreation, or hospitality setting.
• Prior experience working in a climbing gym or similar environment is a plus.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational skills and the ability to multitask effectively.
• Proficiency with computer systems, membership software, and point-of-sale (POS) systems.
• Basic knowledge of climbing gym safety and equipment (or willingness to learn).

Physical Requirements

• Ability to lift and carry up to 25 pounds (for organizing gear or supplies).
• Ability to stand for extended periods and walk around the facility.

Availability

Flexibility to work mornings, evenings, weekends, and holidays, as needed to accommodate gym hours and staffing. This position is to ensure management on site during evenings and weekends, utilizing the front desk lead for full coverage.

Compensation

$38,000-$42,000 Annual Salary [DOE] – 40hrs per week

Perks

• Free couples membership to Terra Firma.
• Annual bonus tied to individual and company-wide performance.
• Industry pro deals and in-gym retail discounts.
• Professional Growth Allowance upon approval
• $500 per year for approved courses/seminars/education
• Mileage Reimbursement, Travel Allowance M&IE, & Lodging upon approval [$0.70 per mile reimbursement] [$50 per day travel allowance M&IE] [Lodging upto $110 per night]
• 2 Weeks Paid Time Off
• 5 Sick days