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About the Role

As a Shift Supervisor, you will support the day-to-day operations of the gym while serving as the lead on duty during assigned shifts. This role combines front desk responsibilities with increased operational oversight, ensuring a safe, welcoming, and smoothly run facility in the absence of a General Manager or Assistant Manager. Shift Supervisors lead by example, provide exceptional member service, and act as a point of escalation for staff, members, and operational issues.

Responsibilities

Provide outstanding customer service by greeting members and guests, answering questions, and assisting with memberships, programs, and day passes.
Operate Rock Gym Pro (RGP) for check-ins, registrations, sales, and waivers, including advanced functions like calendar management, processing change requests, invoices, and payments.
Provide facility tours and ensure accurate communication of programs, policies, and services.
Answer phone calls and emails as needed.
Act as the lead on duty during assigned shifts, ensuring smooth gym operations.
Support and guide Desk Staff during shifts, answering questions and addressing issues.
Serve as the primary escalation point for member concerns, staff questions, and minor operational issues when management is not present.
Ensure staff coverage, punctuality, and adherence to policies during shifts.
Monitor the gym for safety, cleanliness, and adherence to CRG standards.
Ensure daily cleaning tasks and operational checklists are completed.
Support incident reporting and responses, and emergency procedures as needed.
Assist with basic facility upkeep and coordination of maintenance needs.
Assist with additional tasks / projects as assigned by the General Manager.
Reinforce proper procedures, policies, and customer service standards with Desk Staff.
Assist with onboarding and training of new Desk Staff as directed by management.
Communicate notable issues, incidents, or operational concerns to the General Manager or Assistant Manager.

Requirements

Flexible schedule with availability to work nights, weekends, early mornings, and some holidays.
Prior experience as Desk Staff or in a similar customer-facing leadership role preferred.
Strong customer service, communication, and problem-solving skills.
Ability to take initiative and make sound decisions during shifts.
Friendly, approachable, and confident leadership style.
Ability to multitask and prioritize in a fast-paced environment.
Comfortable working at heights of 40+ feet and lifting up to 50 lbs (location dependent).
CPR/First Aid certification is a plus.
Experience with Google Suite and Rock Gym Pro preferred.

Skills

Customer service
Communication
Problem-solving
Leadership
Multitasking
Prioritization
Rock Gym Pro
Google Suite

Experience Level

Prior experience as Desk Staff or in a similar customer-facing leadership role preferred.