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Westway - on 30 Apr 2019
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Westway climbing - Climbing Front of House Supervisor and Climbing Duty Manager vacancies

We are excited to be able to offer 2 full time positions here at Westway Climbing centre. Both positions play an integral part in the day to day operations within the climbing centre and offer great opportunities for personal and professional development for the right individual.

CLIMBING DUTY MANAGER - 40 hours per week - £10.85 per hour

The Climbing Duty Manager is responsible for supervising all aspects of health and safety to ensure the safety of customers, climbing coaches, route setters and contractors. You will ensure the climbing walls are well used and maintained to a high standard by offering safe, exciting and challenging routes to climb and provide expert advice to climbing customers on all aspects of climbing. The Climbing Duty Manager is a key reference point for staff and customers while on shift and in knowledgeable is all operations within the climbing centre.

Principal accountabilities:

  • Deal with enquiries and approaches from Westway users to ensure a friendly and welcoming environment; providing supervision and advice to individual and group climbers as required using a quality customer service approach.
  • Provide advice on training programmes and routes offered at the Westway Climbing Centre
  • Assist in organising the casual climbing programme and events, ensuring the centre continues to develop and expand to meet the changing needs of our various user groups
  • Carry out development projects for the Climbing Centre, as agreed with the Head of Climbing
  • Carry out competency based assessments for new users registering at the centre for the first time, and provide supervision in the climbing areas, promoting best practice and safe use
  • Ensure the highest standards of health and safety are maintained in the climbing area with regard to the fabric of the building, the Artificial Climbing Structure (ACS) and any equipment
  • Carry out daily, weekly and monthly checks, reporting any defects or faults. Carry out remedial action where appropriate. Assist Climbing Operations manager with routine maintenance around the centre
  • Ensure that all of the climbing centre equipment is stored correctly and securely, inspected regularly and maintained to the highest standard
  • Ensure the climbing areas are kept clean, tidy and clear of rubbish at all times, supplementing the work carried out by the contract cleaners on a daily basis
  • Assist with the route setting programme as required and maintaining the grade boards, by working with the route-setting manager to ensure grades are accurate and information is clear and up-to-date at all times
  • Assist the Climbing front of house and climbing shop to deliver high quality customer service at all times
  • Provide support to the rest of the climbing department in achieving income and expenditure targets
  • Work positively in accordance with Everyone Active’s Equal Opportunities Policy
  • Work positively within Everyone Active’s safeguarding and data protection policy
  • Achieve and maintain Quest accreditation and Investors in People (IiP) accreditation
  • Carry out any other duties as may be reasonably required

Person specification:

  • Experience of working within a climbing centre in a supervisory role
  • Pro-active approach towards customer service with demonstrable experience of dealing with the general public
  • Practical knowledge of health and safety issues and their implications for the operation of a sports centre
  • Self-motivated and committed with high standards of performance and communication skills
  • Broad knowledge of climbing best practice; current industry standards and experience of DIY / construction / maintenance
  • Experience of working in an inner city sports centre responding to the needs of a multi-ethnic community would be desirable
  • Previous involvement in advertising, promoting and maximising the use and development of a sports centre.

CLIMBING FRONT OF HOUSE SUPERVISOR - 40 hours per week - Competitive salary

You will deliver high quality customer service to all customers, in-line with the organisational policies and procedures. You will work as the team lead to ensure the smooth operational running of the Climbing Front of House team on a day-to-day basis. Your enthusiasm, positive and friendly attitude will ensure customers encounter a welcoming and enjoyable experience at all times. You will aid with the retention and attraction of new customers.

The list below outlines the principal duties and tasks related to this role. This is not intended to cover every responsibility since, by the nature of the role, the Supervisory role will be expected to take ownership of the areas of accountability and to develop it in line with the needs of the Climbing department.

Main areas of accountability:

  • To assist with the recruitment and training of new members of the Climbing Front of House Team.
  • To identify and execute any additional training that may be required in order to best orientate the team to sales and positive service point of view.
  • Assist the Climbing Operations Manager and Head of Climbing with Stock management. Ensuring the Climbing shop maintains adequate levels.
  • Create/Maintain/Adapt the Climbing Front of House rota to meet the needs of the business.
  • Be exemplary in all aspects of the Climbing Front of House job specification
  • Meet and greet all customers, delivering high quality customer service, at all times
  • Maintain manual and computerised administrative systems including bookings, membership and general record keeping as required
  • Maintain secure cash handling and reconciliation procedures at all times, including cashing up at the end of the shift
  • Maintain and secure all reception stocks and assist in achieving retail and vending financial targets
  • Assist with membership promotion activity and administration, including in reach and outreach campaigns and actively aid with the retention and attraction of new customers.
  • Provide customers with information on sports and fitness courses and sessions, and assist members of the public in their usage of the facilities by ensuring smooth operations and changeovers.
  • Ensure the highest standards of cleanliness are maintained in all areas of the centre at all times, and carry out basic cleaning and maintenance as required.
  • Ensure that the facilities NOPS, EAPS and Risk assessments are implemented and contribute to development
  • Ensure the facilities meet all Health and Safety obligations and are compliant with Data security and safeguarding practices and policies
  • Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail
  • Administer all reservations, cancellations and no-shows, in line with company policy
  • Keep up to date with current promotions and service offers, to be knowledgeable about products and services across the Division
  • Assist with projects and provide other administrative support for the team as required
  • Achieve and maintain Quest accreditation.
  • Achieve and maintain Investors in People (IiP) accreditation
  • Work positively in accordance with the Equal Opportunities Policy
  • Undertake any other duties as may be reasonably be required.

To discuss these roles or to apply please send a CV to Jonny White at jonnywhite@everyoneactive.com

Westway Sports & Fitness Centre

1 Crowthorne Rd, London W10 6RP

020 8969 0992

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