Front Desk Lead

Session's mission is to deliver on the promise of “time well spent.” We believe how people spend their time reflects the greatest expression of their priorities. We exist to enhance the quality of life in the communities we serve. We believe a winning culture of “time well spent” begins with our employees, who enable Session to bring our brand to life via our climbing product and programs, fitness offerings, yoga programs, and social spaces.

The Front Desk Lead supports the success of the front desk team through balancing hands‑on hospitality with leadership responsibilities. This position acts as a shift leader, ensuring smooth daily operations, modeling hospitality‑driven service, mentoring and training front desk staff, and maintaining high standards of risk management, cleanliness, and professionalism. The Front Desk Lead is an important resource/point of contact for both staff and customers, helping bridge communication between customers, the front desk team, and the management team.

Note that this is in addition to standard front desk duties and is not intended to restrict the tasks that may be assigned.

• Serve as the on‑shift leader and primary point of contact for front desk staff, assisting with customer concerns, problem‑solving, and daily operations.
• Champion Session’s customer‑first philosophy by modeling excellent hospitality, welcoming and assisting customers, and providing training/coaching for staff.
• Respond promptly to customer inquiries, feedback, and issues while processing purchases, memberships, event sign‑ups, and other transactions accurately.
• Ensure new customers receive a thorough introduction to the facility, including orientation, rules, amenities, and climbing guidelines.
• Supervise and assist in coordinating staff activities to promote efficiency, professionalism, and adherence to Session’s policies, procedures, and risk management protocols.
• Support onboarding, mentoring, and development of staff, providing ongoing feedback to maintain high performance and morale.
• Actively manage scheduling needs, including covering or coordinating coverage for absences, illnesses, and special circumstances.
• Ensure staff completion of checklists, opening/closing duties, and operational tasks.
• Maintain accurate cash handling, POS use, and reconciliation of daily transactions; oversee efficient and organized POS systems.
• Ensure retail areas, front desk, and common spaces are clean, organized, stocked, and presentable for members and guests.
• Conduct regular walkthroughs of the gym and locker rooms to monitor safety, cleanliness, and customer experience; coordinate with maintenance staff on cleaning and facility upkeep.
• Assist the Operations Manager with administrative tasks, donation requests, staff updates, membership communications, and implementation of promotions or new programs.
• Participate in regular staff and leadership meetings to align priorities and support organizational goals.
• Maintain up‑to‑date knowledge of Session’s programs, memberships, promotions, policies, and procedures.
• Regularly work a minimum of 3 front desk shifts per week, with flexibility to cover additional shifts as needed.

• Strong leadership and interpersonal skills with the ability to coach and support peers.
• Excitement for and interest in the climbing industry.
• Excellent communication and conflict‑resolution skills.
• Professional, timely, and courteous under pressure.
• Able to operate a computer and has the ability to learn new POS/CRM tools as needed.
• Top rope/lead belay certified or able to become certified.
• Able to receive and implement constructive feedback.
• Able to pass a background check.

• CPR/First Aid Certified.

• Constantly (6 or more hours)
  • Depth perception (three‑dimensional vision, ability to judge distances and spatial relationships).
  • Ability to stand, walk, sit, stoop, kneel, crouch, and crawl.
  • Ability to talk and hear.
• Frequently (3 – 6 hours)
  • Ability to wear harness, helmet.
  • Ability to use hands to grasp and arms to reach to propel oneself up and down a climbing wall and/or use belay device and rope system.
• Vision
  • Color Vision (ability to identify and distinguish colors).

• Temperature controlled indoor work environment.