Human Resource and Guest Service Lead

Company DescriptionFiddlehead is Western North Carolina's premier bike park and climbing destination "” complete with fitness amenities and a café.At Fiddlehead, we believe life is better when it's shared. Whether you're here to pedal through the park, scale new heights, grab a cup of coffee, or simply belong to a community that feels like home, we've got something for everyone.Nestled in the heart of Mills River, NC and constructed on a historic farm property, Fiddlehead honors that history and aims to use the property to grow community. From family-friendly activities to energizing challenges for all skill levels, we're here to help you rediscover the joy of play.Role DescriptionAs 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 toprovide exceptional member service for our community-while managing the HR duties of our diverse staff.Key ResponsibilitiesFront 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 corporatepartners.· 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· Additional benefits to be discussed· wages based off prior work-related experience

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