General Responsibilities

• Serve as a key resource for BP’s procedures and policies; responsible for execution of correct procedures and policies.
• Promote BP’s customer service philosophy through coaching, training, and modeling.
• Ensure staff’s quality and performance by participating in assessment, commendations, and evaluation.
• Maintain employee motivation, job satisfaction, and professionalism via dynamic leadership.
• Participate in regular meetings with managers, coordinators, other supervisors, and staff.
• Work actively to cover staff absences, illnesses, and special circumstances.
• Promote efficiency by supervising and coordinating staff activities in the gym
• Process purchases, membership services, and all other transactions at the register in alignment with BP customer service goals.
• Identify, research, and resolve customer issues.
• Perform unique transactions such as class and event sign-ups, special ticket sales, etc.
• Ensures that document retention, processing, and disposal guidelines are followed.
• Supports customers by actively responding to customer needs, membership and event questions, general inquiries, and customer feedback.
• Engage with customers, providing assistance with climbing, orientation, and amenities.
• Ensure that new customers are introduced to the facility and rules.
• Oversee a clean, organized, and presentable facility for members and guests
• Ensure that opening and closing procedures are completed
• Assist in maintaining organized, clean, and efficient POS systems
• Ensure that retail areas are maintained and stocked.
• Identify and develop improved cleaning procedures
• Ensure that regular locker room and facility walkthroughs are performed. 
•  Work with the maintenance team and other staff to perform regular cleaning duties

Group/Event Facilitation and Instruction

• Support the facilitation of groups, birthday parties, and events.
• Ensure that yoga and fitness classes are properly coordinated and respond dynamically to scheduling changes.
• Participate in individual and group instruction as assigned.

Facility Safety and Incident Response

• Serve as lead to support Risk Management development.
• Respond proactively to injuries, accidents, or incidents following the Safety Manual and BP protocols, ensuring proper documentation of incidents via the incident report log.
• Ensure that all customers using the facility have a waiver on file and are aware of the rules and regulations of the facility.
• Provide safety to customers through instruction and orientation.
• Administer first aid in accordance with Safety Manual and BP Protocol

Expectations

• It is imperative to maintain excitement about the culture and community of fitness at  Bouldering Project.  BP is a community-oriented company and strives to lead by example by making our offerings accessible to all.  BP believes safety is first, quality over quantity and all are welcome, and we expect leaders to embody these values.  

Working Conditions

• Many duties require the availability to work a flexible schedule based on business needs and events, including possible evenings and weekends. Duties often occur before and after regular business hours.