Shift Manager | Customer Service Expert

EMPLOYMENT TYPE: FULL-TIME

Aspire Climbing is a dynamic full-service climbing and Ninja gym. Shift Managers are vital to the providing our customers with the highest level of service and attention to detail to ensure positive customer experiences that resonate. They are supervisors and managers for all aspects of the front-line customer service, operations and hospitality for new and repeat visitors. Shift Managers will work closely with the General Manager, Operations Manager, Assistant Operations Manager and Head Route Setter to ensure that everything runs smoothly for customer facing operations. They are responsible for reporting injuries, maintenance issues and are trained to handle managerial responsibilities on the floor.

Shift Managers are the shift administrators of staff, ensuring punctuality, present-ability and preparedness, managing breaks and departures and are accountable for setting the example for these expectations. Shift Managers quick thinkers and problem solvers, able to make sound operational decisions based on customer needs while adhering to Aspire Climbing’s policies and procedures. Shift Managers are the gurus of pricing, programs, policies and procedures. They are knowledgeable of Aspire Climbing’s offerings, sales tactics and educational techniques to ensure customers are informed and educated with the highest level of safety. Shift Managers are the first line backup on all customer service issues. Managerial experience in the hospitality or fitness industries is a must, along with having a passion for climbing and athleticism. You must be proficient with computers, including spreadsheets and word processing. The Shift Manager also oversees maintenance of the facility and the equipment to ensure the safety of the staff and customers. This is a part-time position which may include mornings, evenings and weekend hours.

 

SPECIFIC JOB REQUIREMENTS:

  • Responsible for communicating and upholding Aspire Climbing’s standards to staff and customers

  • Lead by example: manage a safe, clean, friendly and well-maintained environment

  • Take the lead and respond quickly in times of emergency or injury

  • Support member retention by advocating the best customer experiences in all decision making, actions and communication

  • Train/oversee staff to ensure they are efficient in sales and are experts with our operational processes

  • Maintain a clean and inviting space for customers which includes, but not limited to: lobby, coatroom, washrooms, cleaning rooms ninja course, bouldering areas, climbing floors, party room, toddler room, front desk and staff room

  • Report injuries, maintenance issues and customer reviews to upper management team

  • All around proficiency which includes the following, but not limited to: facility tours, ninja orientations, auto-belay orientations, bouldering orientations, top-rope belay tests and belay lessons

  • Extremely knowledgeable in Aspire Climbing’s pricing, programs, products and procedures

  • Opening and closing duties with the ability to problem solve independently

  • Contribute to the optimization of operations, hospitality and customer service procedures

  • Other management duties as assigned

JOB QUALIFICATIONS:

  • Certified top rope belayer, lead climber/belayer and competent boulderer

  • Experience in a customer service environment

  • Prior experience in management

  • Knowledge of Word, Excel, and Rock Gym Pro (preferred)

  • Dependable, self-confident, problem-solver and able to work independently and lead a team

  • Strong organizational skills, multi-tasking and time management abilities

  • Excellent verbal and written communication skills for adults and children

  • Flexible, eager to learn and willing to adapt to new responsibilities

  • Demonstrate initiative and able to identify and solve problems independently

  • Positive and upbeat

  • Professional appearance

  • Detail oriented

  • Willingness to be CWA (Climbing Wall Association) or ACMG (Association of Canadian Mountain Guides) certified for top-rope/lead belay

WORK HOURS:

Employment is part-time however full-time hours may be available based on capabilities. This position is for regular weekday closing shift or regular weekend opening or closing shifts. Must maintain a regular commitment to shifts. 

If accepting an additional roll of a climbing coach, full commitment to program classes is required; evening and weekend availability is needed. Learn more about our programs; School of Hard Rock & Vanguards

PAY LEVEL:

Starting pay: $17/hour (to commensurate with experience).

APPLICANT QUALITIES:

Applicants must have experience working with youth, possess strong work ethic, must be efficient and able to work on a reliable schedule. Applicants should have a positive attitude, be quick problem solvers, and must work well with others. Rock climbing experience is required. Applicants must be willing to learn and further develop and improve customer service and overall climbing skills. Aspire is willing to train high value candidates.

 

ADDITIONAL REQUIREMENTS:

Staff must be able to perform manual labor, including working at height. Staff must be comfortable with lifting objects up to roughly 50 pounds. Vulnerable sector check required.

APPLICATIONS:

To apply please deliver a resume/CV and cover letter to Aspire by email at scott@aspireclimbing.ca. Successful applicants will be contacted for an interview.