Shift Supervisor, Customer Service & Instructor

EMPLOYMENT TYPE: PART-TIME (25-30hrs/wk)

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

Shift supervisors are administrators of staff, ensuring punctuality, preparedness, managing breaks and departures and are accountable for setting the example for these expectations. Shift Supervisors are quick thinkers and problem solvers, able to make sound operational decisions based on customer needs while adhering to the company policies and procedures. Shift Supervisors are the gurus of pricing, programs, procedures with the knowledge base to handle general inquiries and sales. They are well-versed in our offerings to ensure customers are informed and educated with the highest level of safety. Previous team management or supervisory experience in the hospitality or fitness industries is a must, along with having a passion for climbing and athleticism. Shift Supervisors also oversees the maintenance of the facility and the equipment to ensure the safety of the staff and customers. This is a part-time position that may include mornings, but mainly evenings and weekend hours.

 

SPECIFIC JOB REQUIREMENTS:

  • Responsible for communicating and upholding the company'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 the 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 or staff supervisory roles

  • 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

WORK HOURS:

Employment is part-time however full-time hours may be available based on capabilities. This position is for regular weekday closing shifts 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: $16/hour (to commensurate with experience).

APPLICANT QUALITIES:

Applicants must have experience working with youth, possess a 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 highly recommended. 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 labour, including working at height. Staff must be comfortable with lifting objects up to roughly 50 pounds. Vulnerable sector check required.

 

HOW TO APPLY:

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.