Human Resource and Guest Service Lead

As the Human Resource and Guest Service Lead at Fiddlehead, you bridge the gap between staff management and member satisfaction. We are looking for a leader to manage the two most critical parts of our business: our guests and our team. This dual role involves leading the front desk team to provide exceptional member service for our community-while managing the HR duties of our diverse staff.

Interested please send your resume and brief cover letter explaining your fit for the company to hello@fiddleheadff.com

Key Responsibilities:

Front Desk & Guest Experience Leadership - Onboarding & Training: Lead orientation for new hires, covering everything from brand mission to safety protocols like belay certifications and emergency response. - Member Relations: Handle complex member inquiries, answering emails, voice messages, service recovery, and complaints to ensure high retention and satisfaction. - Front Desk Operations: Set the standard for a high-energy, welcoming environment; monitor check-ins, waiver compliance, and high safety standards. - Service Recovery: Act as the "Manager on Duty" to resolve complex guest issues or on-site incidents, while maintaining safety protocols and a warm welcoming atmosphere. - Facility Management: Working with other team members to ensure the front lobby, common areas, climb gym, and fitness studios meet high standards of cleanliness and functionality.

HR Coordinator - Compliance & Safety: Verify all Staff maintain current CPR/AED/First Aid and other role-specific certifications - Performance & Mentorship: Act as a mentor by providing regular performance feedback, coaching "in the moment," and identifying professional growth opportunities. - Conflict Resolution: Serve as a mediator to resolve internal staff grievances and maintain a positive, inclusive work environment. - Policy Development & Updating: Assisting in developing, updating, and implementing HR policies, programs, and procedures. - Compliance Monitoring: Comparing company policies to federal, state, and local labor laws and revising them to maintain compliance. - Documentation & Maintenance: Maintaining the company employee handbook and ensuring all policies are current, accurate, and accessible. - Communication & Education: Help lead policy communication, education, and training to ensure employees understand and consistently apply procedures.

Required Qualifications - Experience: preferred 2 + years of management in outdoor recreation, hospitality, or a fitness setting. - Technical Savvy: Preferred High proficiency in POS systems and booking systems such as Rock Gym Pro and HR management software. - Communication: Exceptional ability to mediate between management, diverse staff groups, and customers. Strong verbal and written skills for interacting with members, staff, and corporate partners. - Passion for the Sport: Active interest in climbing, biking, and/or fitness training to better connect with our community. - Physical Ability: Must be able to work in active facility conditions and lift/move gear up to [e.g., 40 lbs]. - Availability: Ready to work an opening shift schedule with flexibility if needed including Sunday.

Benefits - Free membership for yourself plus 1 and dependents - Pro-deal discounts on retail and gear. - *wages based off prior work-related experience