Front Desk Supervisor & Retail Specialist

El Cap; Columbia (MD); On-site; Full time

Job summary

Join a leading climbing gym as a Front Desk Supervisor and Retail Specialist. This role involves mentoring team members, managing retail operations, and ensuring exceptional customer experiences while fostering community values. Ideal candidates are passionate about climbing and dedicated to service excellence.

Benefits

Free membership

In-gym discounts

Potential 401(k) eligibility

Paid time off

Health benefits

Qualifications

• Passion for climbing, yoga, fitness, and community engagement.
• Knowledge of gear maintenance and inventory.
• Strong computer skills and creativity.

Responsibilities

• Supervise front desk operations and mentor team members.
• Manage retail inventory and fulfill orders.
• Facilitate excellent customer service and community engagement.

Skills

Attention to detail

Organizational skills

Customer service

Communication skills

Problem solving

Job description

At Movement, our core values of partnership, inclusion, passion, innovation, and integrity are at the heart of everything we do. We're not just a climbing gym - we're a community that's dedicated to transforming lives through climbing, yoga, and fitness and sharing that vision with as many people as we can. As the country’s largest network of climbing gyms, we're building an extraordinary team that's committed to growing our business, our value to our members, our future customers, and our industry.

By expanding our community, we can create rewarding career paths for our team members, continually improve the customer experience, build a sustainable business for the long term, and give back to the communities we are all a part of. We’re looking for passionate, resilient, and business-minded enthusiasts who share our values and want to join us in not only leading the climbing industry but defining it!

JOB SUMMARY

Front Desk Supervisor

The Front Desk Supervisor isa key team member who supports the directors in fostering a culture of transformative experiences for both our guests and our team members.They arepassionate about mentoring both guests and team members,takepride in thefacility andstrivetoprovideonly the best customer experiences. It is necessary to have a deep understanding of how to create ‘wow’ moments for our guests,setupour team members for success and ensure efficient workflows in the gym.A Supervisor is the 'point person' for overseeing the front desk during peak hours and ensuring that the service delivered is consistent with our mission and core values.Passion, partnership, integrity, inclusion, and innovation drive our culture, and oursupervisorsembody thesevalues as a member of our community and enable our guests to have transformative, purpose-driven moments!

Retail Specialist

Our Retail areas are a place for members to gain education and obtain necessary tools to inspire and attain their climbing goals. Under the direction of the Assistant Director of Retail, theRetail Specialistat each gym location is responsible for inventory receiving, merchandising and general maintenance of the gear shop. General tasks include, but are not limited to inventory receiving, staff mentorship and assisting with inventory counts. EachRetail Specialistis expected to be detail-oriented, self-sufficient and have strong communication skills.

JOB RESPONSIBILITIES

Front Desk Supervisor

• Support the business goals of the gym in alignment with our vision and core valuesthroughunderstandingand makingempowered decisions.
• Day to day supervision and mentoring ofteam membersin addition toeffectivelycommunicating changes in policy, upcoming events,or other topics,to lead change effectively and gain support and buy-infrom the team.
• Role-model and support the front desk team in driving progress to targets shared by directors, including promotion targets, membership goals, and other targets.
• Demonstratehumility and a willingness to seek input and listen to constructive feedback while recognizing and appreciating contributions from all.
• Facilitatethe delivery of excellent front line customer service and serving as a role model toallteam members.
• Provide periodic training to team members regarding various front desk operations.
• Managing retail, instruction, and/or operations-related projects and tasks in coordination with the director team, which may include, but is not limited to:
  • Retail support tasks, including receiving, inventory, merchandising, shop maintenance
  • Navigating unforeseen staffing changes
  • Organizing events
  • Engaging community partners
• Hold accountability for actions such as safety and risk management procedures are being upheld by guests and team members alike.
• Promoteanenvironment that is inclusive and celebrates diversity, includingresponding or intervening if community or team members raise any concerns or you witness an incident.
• Bringfeedback, insight, experiences, and what you are noticing fromthe team member and guest experienceto theGymDirector team

Retail Specialist

Inventory Management

• Receiving (Retail, Ops, Biz Supply)
• Verify Package Contents and Entering into RGP
• Manage Packing lists
• Inventory Spot Count and RGP updates
• Negative Inventory Check
• Warranty and RTV Management
• Investigating and Reporting Discrepancies
• Back Stock upkeep

Order Fulfillment

• Special Order Management
• Rock Solid Promise Return Management
• Processing and remerchandising used returns

Merchandising

• Shop Cleanliness and Maintenance
• Maintaining a featured product display
• Walk through checks to communicate needs to the Front Desk
• Stocking and Organization
• Meetings with ADR about task priority and mentorship
• Food/Drink
• Ordering Food and Drink
• Communicating needs with distributors
• Maintaining inventory accuracy
• Communicating with team about orders, choices, and challenges

Team training

• Maintaining Retail expectations for Front Desk
• Re-training and providing feedback for desk
• Ad-hoc training for Retail updates

JOB REQUIREMENTS

Front Desk Supervisor

• Have a passion for climbing, yoga, or fitness, an interest in engaging with our community, and show a growth mindset through a willingness to learn and a sense of curiosity.
• Demonstrate an openness to learn from others and collaborate to achieve common goals.
• Have a relentlessly positive and upbeat attitude to inspire others to live life intentionally and strive for personal bests.
• Demonstratesknowledge and skillset to be in a supervisory positiontoaid and support other team members.
• Promotesa commitment toexcellence in customer service,safety, organizational, andmentorshipskills.
• Demonstratescourage to do the right thing and face challengesto manage positive customer relationships and interactions; asks for help when needed.
• Solid computer skills (web-based applications, Word, Excel, POS applications).
• Showsproblem solving skills and ability to think creativelyto contribute thoughts and ideas.
• Available to work evenings andweekends.

Retail Specialist

• Be passionate about climbing gear and self-motivated to acquire an in-depth knowledge of gear currently available
• Able to work with infrequent direct oversight
• Attention to detail and excellent organizational skills
• Maintain a strong record of follow-through and effective communication
• Passionate about climbing and the climbing community
• Basic familiarity with Microsoft programs such as Excel and Word, and comfortable with math/data analysis

ADDITIONAL INFORMATION

• This is a dual-role full-time position.
• The Retail Specialist role will require 8-10 hours per week, with the rest of the balance allotted to Front Desk Supervisor hours.
• Starting pay of $19.00/hour with flexibility based on experience.
• Benefits include free membership, in-gym discounts, guest visits, potential 401(k) eligibility, paid time off, health benefits.
• Candidates who apply should be in excellent standing with their current director/management team.
• New hires will complete a screening process.
• Please be prepared to provide references upon request.
• Scheduled shift times may vary from week to week or month to month.
• The deadline to submit your application is Monday, 6/9/25.

Movement is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.