Skills and attributes of a successful OVERhang General Manager:

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1 General Manager Job Description Reporting directly to the owners, the General Manager (GM) plays a unique role: working with the owners to develop the vision and create broad strategies for the business, while actively engaged in every element of the daily running of the facility and programs. Skills and attributes of a successful OVERhang General Manager: Can easily switch back and forth between large and small scale thinking; can be strategic one moment, and apply a bandage to a child s finger the net moment. Is prepared to get their hands dirty. The GM works directly alongside all other floor and front desk staff; they must be prepared to do, clean, update, or discuss anything that they would ask the other staff to do as well. The GM works plenty of floor and front desk shifts as well, fitting in their other tasks when the gym is slow or closed. Is a great people person: the GM will get to know most repeat gym users by name and will play an important role in the lives and general development of many staff members. The GM must value this role and recognise the importance of their personal touch to ensuring ecellent customer service and a positive OVERhang brand in the community. Ehibits strong organisational skills, including the ability to prioritise short and long-term requests or direction from the owners. Has great writing skills. The GM is frequently sending professional s, blasting out Facebook posts, thinking of tactful ways to reply to written complaints, and more! Enjoys a challenge! The business is established, but very dynamic; there is always something new happening, unusual questions being asked, and new opportunities to eplore. The GM should jump at the chance to analyse trends, make recommendations to the owners, make decisions within the vision and framework set out by the owners, and implement new strategies that keep OVERhang fresh, vibrant, and growing. Is strongly independent yet appreciates a team approach. OVERhang s owners give the GM a huge amount of discretion and responsibility; however the GM understands that the strength of OVERhang is in its people - all of them. A sense of community within staff and within the membership is an intangible cultural element that the GM actively supports. This is a full time position that requires the GM to spend hours a week at the gym the majority of which while the gym is open, working as a front or floor staff (please see these job descriptions to understand the base of the position). In addition to these basic roles, the GM has a number of additional responsibilities. Managing Staff While acting as a manager to other front desk and floor staff, the GM will encounter a variety of responsibilities that include staff management, coordination of promotions, customer service, running the Point of Sale system, and implementing a variety of organizational skills. Some of these responsibilities include: Scheduling staff - huge role in itself 1

2 Providing direction to floor and front staff: o Going through introductory materials with new staff and ensuring they have criminal record checks completed o Ensure these staff members understand their roles and how to complete them in an effective and efficient manner o Provide training and upgrade specific skills of front and floor staff as needed, including if/when new systems are rolled out o Provide discipline where required, including discussion and composing formal write-ups regarding undesired behaviour and rewarding/recognizing admirable behaviour o Implement any new direction from OVERhang s owners as it comes o Delegate specific tasks to other staff, that allow the GM to manage the overall running of the facility Scheduling programming and media to accommodate member and customer base: o Eamples of programming requiring special scheduling include Learn to Belay courses, technique classes, School Climbing Club times, holiday hours, Pro D days, Cosmic Climbing nights, and more o Media to go along with this may include (but are not limited to) online media (website, Facebook, and other social media), posters, brochures, white boards in the gym, and verbal advertising to climbers o Updating staff about upcoming events and promotions through the communications book, staff Facebook page, and conversations as required o Updating registration binder, regularly reviewing and responding to entries on interest lists, and keeping tabs on upcoming course registration levels o Creating new programming and promotional material may also be required Arranging Staff Training and Development Opportunities: o Determining what staff require what levels of training and inquiring about availability to arrange training o Coordinating staff training events and seeking out eternal funding opportunities for employee skill development Managing Administration of the Business Maintaining the Gym Calendar: o Keeping the Gym Calendar (both online and at the gym) for staff and clients up to date from month to month with all events that OVERhang hosts (fitness, outdoor education, climbing and otherwise) o This may also include keeping gym posters up to date. If the GM is not artistic, then this involves delegating these roles to specific staff with very clear directions around the details and branding. 2

3 Keeping office information up to date : o This may include but is not limited to keeping staff daily task sheets updated, updating registration binder and creating new tasks sheets or policies as needed o Keeping staff files current o Ensuring gift card inventory is up to date and in good supply o Coordinating monthly inventories of rental, retail, and gym equipment. Monitoring Software o Checking PayPal, WhenIWork, Rock Gym Pro, My Back Check, and any other software utilized by OVERhang to ensure they are current and being used effectively o Transferring this information to the appropriate areas and ensuring OVERhang has the resources needed to accommodate requests or changes within software Online Accounting through SageOne Simply Accounting o Invoicing customers accurately and in a timely manner o Entering epenses into the program so it reflects the companies ependitures o Classifying transactions that occur through the company bank account and inputting them into the system o Adapting and adding to these roles as we learn the system Payroll and Monthly Reporting o Generating and submitting bi-monthly and monthly reports to the bookkeepers from Rock Gym Pro and PayPal o Using reports returned from bookkeeper to write paycheques and seal in envelopes with paystubs for employees in a timely manner Additional Roles o Making two weekly deposits to the bank (located ten minutes walk from the gym) o Occasionally making minor purchases in town or online for regular operations of the business o Dropping items off at the accountants once or twice per month. Managing Bookings You will ensure group bookings and courses have adequate staffing and resources and communicate with the client or group to confirm all details and ensure epectations are understood by all parties. Some of the responsibilities include: Taking bookings for clients, and collecting booking sheets taken by other staff Scheduling staff for each booking based on the age range, group size, and any special requests (eamples: gender-specific bookings, adaptive climbing groups, etc) 3

4 ing information and forms to booking groups and actively communicating with the clients in advance of the booking to confirm participant numbers at least one week prior to the booking date as well as any other details that need OVERhang s attention Confirming cancelled bookings to ensure that all staff involved in the booking are aware and the bookings binder has been updated If any changes occur to bookings, ensuring that these changes are reflected in the schedule and bookings binder and that the associated staff have been notified/replaced if needed Keep bookings binder current to reflect events occurring within the gym to avoid doublebooking spaces or resources for groups Update Facebook page to reflect weekend bookings and also when the gym needs to be closed for bookings Invoice groups as needed Coordinating Summer Camps and Youth Coaching This includes a wide diversity of roles ranging from organizing 6 week youth climbing coaching sessions, a competitive team, summer camps and the advertising of these programs. In this role you will be required to be aware of the certified coaches and communicate effectively with them. Tree Frogs and Geckos, and eventually a competitive youth climbing team: o Organize dates for multi-week youth programs to ensure holidays and special events are booked off, and that each session is appropriately staffed. o Create materials for parents of youth to keep them informed on what benefits they receive while their child is registered in courses Plan summer camps that are interesting and diverse for July and August: o Schedule instructors to work full week sessions at a time so that there are adequate staff and lunch break covers o Take registrations and communicate with families in advance of each camp. o Ensure OVERhang has supplies needed for any planned games or crafts For both: o Create or delegate the creation of day plans and lesson plans to optimize learning and enjoyment, and minimise injuries and burnout o Ensure staff are aware of the resources available to them for developing lesson plans. o Develop advertising materials both online and in hard copy for both summer camps and youth programs o Organize training events for staff directly related to youth programming o Create the appropriate materials needed to organize registrations for these events (including registration and information sheets) o Continue developing the broader coaching program with the idea of eventually having a competitive team, as well as adult programming 4

5 Additional Roles Strategic planning in conjunction with the owners. GM should always be looking for ways to improve OVERhang s services, do a better job of advertising, find new markets and new opportunities, figure out what is NOT working, target prospective desired employees, look at long term trends, monitor hours of operation relative to client use and revenue, look for efficiencies in staffing and resource use, etc. Based on this broad awareness of the business the GM is encouraged to bring forward recommendations to the owners for discussion. Acting as the Manager on Call based on an agreed-upon schedule between all managers; some dates may include weekends or times that you are not scheduled to be at the gym Create fun event nights and advertise them around the gym and town to increase customer and member base Investigate new technologies that may help the gym work more effective and efficiently Deal with difficult situations as they arise based on providing customer service while also ensuring the gym continues to run in the safest and most cost effective way possible. Communicate with maintenance staff when issues or new developments arise in the gym Keep website updated by adding and removing events as they are scheduled Mentor new and young staff to develop their understanding of concepts and best practices in maimizing professionalism, customer service, developing a culture of safety, and creating a fun, respectful, safe, and dynamic workplace. 5

6 Supporting Documents Summary of Tasks Task Daily Weekly Twice/Month Monthly Managing social media posts Monitor Bathroom Check Forms and Daily Tasks Sheet Check Paypal registrations Address new bookings Ensure adequate staffing for bookings and upcoming weeks Monitor s Sage Accounting data entry Purchase or order supplies Bank Deposits Scheduling Programming Publish schedules so that they are three weeks in advance Payroll Inventories Reporting revenue, membership, and staffing trends Work with other managers to arrange staff meetings and training 6

7 Job Description: Front Desk Working at OVERhang is a fun, collaborative, engaging, and creative process. At OVERhang we welcome our front desk staff to enjoy the eperience while achieving joint objectives and maintaining the following schedule and epectations. Reporting to: Manger, General Manager, Owners Objectives of the Front Desk Staff: 1. Being friendly and welcoming to all clients, regardless of age, gender, group size, etc 2. Present the OVERhang waiver in a professional manner, fully eplaining the parameters and ramifications of the waiver 3. Ensure that member profiles remain accurate and up-to-date 4. Manage rentals and collateral 5. Collecting payments from clients and cashing out the till at the end of the day 6. Answering the OVERhang phone and taking messages 7. Taking booking or registration information and passing it on to the appropriate manager 8. Maintaining a clean and tidy facility 9. Selling and promoting all OVERhang services Epectations: Safety must be the number one concern for all OVERhang staff The front desk staff are often responsible for a new client s very first impression of OVERhang. This means front desk staff must operate professionally, smoothly, and efficiently The front desk staff will be responsible for rental equipment, ensuring adequate collateral is provided in return for rentals and that all rentals are cleaned and stored appropriately after use The floor staff will be capable of and comfortable with enforcing all OVERhang policies, taking all necessary measures to ensure client safety, up to and including asking clients to leave the facility if required The front desk staff will maintain clear and efficient lines of communication with managers, other floor and front desk staff, and route setters Qualifications: Clean criminal record check Valid standard first aid or higher Remuneration: Front desk staff will be paid $11/hour while setting, and Front desk staff will receive a 50% discount off their personal month climbing passes, and Front desk staff will receive a 10% discount off fitness registrations. 7

8 Job Description: Floor Staff Working at OVERhang is a fun, collaborative, engaging, and creative process. At OVERhang we welcome our floor staff to enjoy the eperience while achieving joint objectives and maintaining the following schedule and epectations. Reporting to: Manger, General Manager, Owners Objectives of the Floor Staff: 1. Being friendly and welcoming to all clients, regardless of age, gender, group size, etc 2. Providing orientations to all new clients, ensuring that clients are aware of and understand all of OVERhang s pertinent rules, policies, and safety measures 3. Enforcing all OVERhang policies, and educating clients about 4. Checking all autobelay connections for safety and integrity 5. Assessing and monitoring all activities in the climbing rooms, including belay motions, knots, and communication 6. Conducting daily inspections of ropes and autobelays 7. Maintaining a clean and tidy facility 8. Selling and promoting all OVERhang services Epectations: Safety must be the number one concern for all OVERhang staff The floor staff will be dedicated to OVERhang s objectives, committed to the staff team, reliable, and a positive member of the climbing community The floor staff will be knowledgeable about safe climbing practices and appropriate use of climbing gear The floor staff will be capable of and comfortable with enforcing all OVERhang policies, taking all necessary measures to ensure client safety, up to and including asking clients to leave the facility if required The floor staff will maintain clear and efficient lines of communication with managers, other floor and front desk staff, and route setters Qualifications: Clean criminal record check Valid standard first aid or higher Remuneration: Floor Staff will be paid $11/hour while setting, and Floor Staff will receive a 50% discount off their personal month climbing passes, and Floor Staff will receive a 10% discount off fitness registrations. 8