Shift Supervisor - San Francisco

About the Role · The Shift Supervisor is responsible for performing day-to-day front desk job duties while handling elevated customer service needs, including managing complex membership issues, addressing unique or non-routine customer inquiries, and ensuring that all visitors a ...

Job description

About the Role

The Shift Supervisor is responsible for performing day-to-day front desk job duties while handling elevated customer service needs, including managing complex membership issues, addressing unique or non-routine customer inquiries, and ensuring that all visitors are receiving consistent and positive customer service. This role will manage front of house operations, and will assist with social media, incident reporting, facilities needs, staff training and assessments, and other duties by location. 

Job duties include but are not limited to:

Responsibilities 

This is only a summary of the typical functions of the job, and not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. You may be given other duties and information to follow from your manager as they see fit. 

Customer Service & Front Desk Operations 

• Set a high standard when performing all regular front desk duties and lead other staff by example
• Ensure that staff are responding in a timely and professional manner to all emails and tickets
• Process complex memberships, handle unique inquiries, handle donation requests and report any anomalies or issues to management or member services team
• Ensure that all side work and additional tasks are being completed by operations staff in a timely manner 
• Ensure all scheduled staff (coaches, instructors, desk) arrive on time, are wearing appropriate attire, and take required breaks on time 
• Support retail operations: receive inventory, involve with all physical inventory counts, report inventory discrepancies, re-merchandise displays, and provide product recommendations to customers 
• Run monthly rental gear checks and rental inventory count. Contact the retail team to restock rental shoes/chalk bags/loose chalk if necessary 
• Assist in ordering food and drink sale items, office supplies, janitorial products, etc.
• Keep staff on task and working efficiently as a team
• Debrief the team on the day's events and create a collaborative game plan
• Delegate tasks as needed based on check in volume and any scheduling anomalies
• Conduct facility walkthroughs to ensure cleanliness, order, and safety
• Be available for or coordinate to cover call-outs 

Climbing Education & Events 

• Teach various climbing classes such as Intro to Climbing and Intro to Bouldering
• Train new staff members on front desk procedures as well as climbing safety and intro class instruction
• Assist in processing incident reports as needed 
• Staff climbing events such as group ITBs, group bouldering events, and community outreach programs 
• Manage bookings for various gym events including youth programs (as needed), private lessons, climbing clinics and classes, affinity meetups, and more
• Coordinate setup and cleanup for special events and assist management team with member communications leading up to events 

Collaboration with Management 

• Attend regular check-ins with management to discuss staff performance, challenges, operational issues, facility needs, incidents, etc. 
• Assist in reviewing and processing all incident reports, escalating to management when needed 
• Create and manage social media content 
• Participate in interview panels and hiring process for desk and coaching candidates as needed 
• Conduct new hire training 
• Provide feedback to or discipline desk, coaching, and fitness staff, redirecting behavior if needed 
• Coordinate time off with other shift leads to ensure 7 day/ week coverage amongst the team 

Skills & Qualifications 

• Strong customer service and communication skills
• Ability to teach and engage groups of varying ages and abilities 
• Attention to detail and self-motivation 
• Comfort with computers and POS systems 
• Knowledge of climbing techniques and belay systems preferred (training provided if needed) 
• CPR/First Aid certified or willingness to obtain (training provided) 
• Ability to lift 30–50 lbs and remain on your feet for extended shifts
• Available regularly during peak hours with the ability to work evenings and weekends

Pay & Scheduling 

Individual compensation decisions are based on a variety of factors, including but not limited to; facility location and type, membership volume, experience, and job/position tenure. Schedules are set in advance by management, though staff may be asked to fill in for events or cover shifts as needed. Staff must take required breaks per state and company policy. 

This is a full time position with a pay range $25/hr.

Benefits

At Touchstone, we value our employees and offer a comprehensive benefits package for full time employees, including:

• Health Insurance – Choose from two Kaiser Permanente plans:
• • 90% employer-paid coverage for employees and 70% for dependents of Kaiser's top-tier, no-deductible, low-copay plan
  • 100% employer-paid coverage for employees and 70% for dependents of a higher-deductible Kaiser plan
• Dental Insurance – 80% employer-paid coverage for employees and 65% for dependents
• Vision Plan - 100% employer-paid coverage for employees and 70% for dependents
• Medical FSA - All employees are eligible to make Pre-tax contributions to a Flexible Spending Account for medical expenses
• Mental Health Services - Access to Modern Health and Calm
• 401(k) Retirement Plan – Employer match available
• Paid Time Off – Vacation and sick leave provided
• Free Gym Membership – Access to all Touchstone facilities for employee and a +1 membership for a partner, family member, or friend
• Guest Passes - Unlimited guest passes to get a non-member entry to a gym free of charge when accompanied by the employee
• Pro Deals & Staff Discounts – Discounts on gear purchased at our gyms and industry pro deals
• Flexible Work Schedule – Supporting work-life balance

We believe in fostering a supportive and rewarding work environment where our employees can thrive.

If this sounds like something you'd love to do, we want to hear from you Click Apply now to submit your application