Assistant Manager bei Momentum Indoor Climbing

Description

Being an Assistant Manager (AM) at Momentum means more than just keeping the gym running smoothly. It is about being part of a vibrant, active community that shares your passion for climbing. In this role, you will work side-by-side with the General Manager (GM) to create a safe, welcoming, and fun space for our members, guests, and staff. You will help shape the customer experience, support our team, and ensure everything from events to retail runs like clockwork.

This is a role where you can make a real impact, connect with people who love climbing as much as you do, and grow your leadership skills in a dynamic, fast-paced environment. You will be a visible presence in the gym during peak hours, evenings, and weekends, engaging with the community, solving problems on the spot, and helping Momentum be the place people want to climb, train, and spend time.

ROLES AND RESPONSIBILITIES

Leadership

• Lead by example, promoting a positive, productive, and community-focused work environment.
• Build authentic relationships with members, guests, and staff, fostering a sense of belonging and enthusiasm for climbing.
• Collaborate with the GM to recruit, hire, onboard, and train new staff.
• Provide ongoing staff development through coaching, feedback, and constructive performance management.
• Conduct regular performance evaluations and assist in enforcing disciplinary policies when necessary.
• Oversee staff scheduling to ensure appropriate coverage during operating hours and events.
• Review and approve staff timesheets, managing time-off requests as needed.
• Escalate certain customer or staff issues to the GM as appropriate and collaborate on resolution strategies.
• Maintain strong, knowledgeable relationships with other department managers and HQ, collaborating to support company-wide goals.
• Co-lead high-impact responsibilities such as gym events, retail initiatives, and staff training with the GM’s support.

Customer Service

• Ensure high standards of customer service across all gym operations.
• Engage with guests in a friendly, authentic manner, addressing questions and concerns promptly.
• Address and resolve safety concerns promptly and effectively, maintaining a safe environment for guests and employees.
• Support membership retention strategies and initiatives to welcome first-time visitors..
• Handle customer inquiries, emails, and online reviews professionally and in a timely manner.

Safety & Emergency Response

• Maintain a safety-conscious environment, ensuring all staff are trained in safety protocols.
• Respond to emergencies and administer first aid if needed.
• Be prepared to rescue climbers from the wall and address any other safety issues that may arise.

Event Planning

• Collaborate with the GM and other managers to plan and execute community-focused gym events, competitions, and special programs.
• Ensure events are properly staffed and that staff are informed and prepared for their responsibilities.
• Assist with marketing and promoting events, both within the gym and through social media or email campaigns.

Retail Management

• Oversee retail operations, including inventory management, product selection, and merchandising strategies.
• Train staff in retail customer service and basic retail operations.
• Perform regular inventory counts and manage reordering to ensure stocked shelves.
• Work with the GM to review retail performance and adjust strategies to improve sales.

Administrative Support

• Support the GM with administrative duties related to operational efficiency and staff management.
• Order and maintain stock of necessary supplies.
• Respond to donation requests in alignment with company guidelines.
• Keep the gym calendar updated with programs, events, and promotions.

COMPENSATION AND BENEFITS

• $50,000 Annual Salary, depending on experience
• Participation in Momentum’s health care and 401(k) retirement savings plans, subject to eligibility.
• Paid time off (PTO) accrual and holiday pay options.
• Free membership to all Momentum climbing facilities.
• Discounts on Momentum instruction and programs
• Access to pro-deals through our outdoor industry partners.

Requirements

Experience, Skills, and Certification

• Minimum of 3 years of climbing experience with a passion for climbing and community-building.
• Proven experience in customer service and staff management is required.
• Retail management and event coordination experience preferred.
• Strong leadership, conflict resolution, and communication skills.
• Highly organized with the ability to manage multiple priorities in a dynamic environment.
• Proficient with Microsoft Office and Google Drive.
• Current First Aid & CPR certification, or ability to obtain within 3 months.

Environmental and Physical Demands

• Able to work in a loud, high-energy environment on a regular basis.
• Comfortable speaking in front of and providing instruction to large groups.
• Comfortable working at height and moving up and down a climbing wall.
• Able to stand, walk, and work on unstable and uneven surfaces for long periods.
• Must be able to lift and carry up to 50 lbs on a regular basis.