Gym Staff & Climbing Instructor

SUMMARY//

Hybrid Gym Staff & Adult Programming Instructors are key customer-facing employees, seamlessly working between front desk operations, gym floor monitoring, and adult programming instruction. Staff perform the majority of daily gym duties including membership management, customer service, merchandise sales, and facility cleaning. This role also provides instruction for adult programs, ensures adherence to risk management standards, and fosters an inclusive, motivating environment for participants and members.

KEY DUTIES & RESPONSIBILITIES //

• Welcome and check in guests and members, enforce waivers and entrance policies, provide facility tours, and answer inquiries by phone or in person.
• Manage memberships by signing up new members, collecting paperwork, updating records, and ensuring adherence to procedures.
• Process transactions including sales, exchanges, returns, and merchandise purchases, while promoting events, memberships, and adult programs.
• Perform daily and deep-cleaning tasks, conduct scheduled facility walk-throughs, and report risks or issues to management.
• Monitor climbing areas to ensure safety by checking certifications, enforcing rules, conducting belay/autobelay orientations, and addressing unsafe behaviors.
• Deliver climbing and adult programming instruction, adapting to varying skill levels, ensuring classes are engaging, supportive, and aligned with program design principles.
• Foster an inclusive and motivating environment that encourages participant progress, skill development, and community building.
• Demonstrate knowledge and application of climbing techniques, assessment methods, and program design to support participant growth.
• Maintain strong communication and professionalism while resolving issues, ensuring responsible climbing practices, and motivating participants.
• Perform other duties as assigned, remaining proactive, engaged, and solution-oriented during shifts.

REQUIREMENTS //

• Passion for developing and implementing operational checklists to ensure consistency, efficiency, and organization.
• Consistently seeking ways to improve the customer experience by anticipating and addressing the needs of guests.
• Ensure a high level of customer care by maintaining a friendly, compassionate, and professional demeanor.
• Proven ability to prioritize customer needs while decision-making and problem-solving to ensure a positive experience.
• Ability to work cross functionally to enhance the customer experience, recognizing that customer satisfaction is a company-wide effort.
• Proficient in MS Office, including Excel and Outlook, with hospitality or hotel industry experience or training strongly preferred.
• First Aid/CPR and Utah Alcohol Certification required upon hire.
• Skilled in conflict resolution, member service, and working both independently and as a team.
• Self-motivated, proactive, and able to maintain productivity during downtime.
• Ability to work nights, weekends, and varying shifts with flexibility and adaptability.
• Passion for climbing, with the ability to learn, care for related merchandise, and support operational needs.
• Experience in customer service, sales, and hospitality; Rock Gym Pro and climbing gym experience a plus.
• Strong organizational skills and ability to manage multiple responsibilities in a fast-paced environment.
• Friendly, approachable, and service-oriented with strong verbal communication skills.
• A minimum of five years of professional experience, which may include a combination of workforce experience, higher education (college/university), or trade school training, with at least 1–2 years in customer service, recreation, fitness, or hospitality.

MISSION STATEMENT:   

The Front's mission is to create innovative spaces that maximize the climbing experience, inspire meaningful connections, and foster an engaged community.   

 Check out or who we are, our Core Values, and Mission Statement here.

EQUAL OPPORTUNITY EMPLOYER

The Front Climbing Club is committed to providing an equal employment opportunity environment of mutual respect for all its people. This work atmosphere is available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. The Front Climbing Club strongly believes that diversity and inclusion amongst our teams is critical to our success as an organization. We are driven to recruit, develop and retain the most talented people from a diverse candidate pool. As such, we highly encourage those with diverse backgrounds to apply.