Client Operations Coordinator

Client Operations Coordinator - Progression Vertical Department: Progression Vertical Reports To: Operations Manager — Progression Vertical Location: Progression Vertical — Climbing Gym (Chiang Mai) Position Summary The Client Operations Coordinator at Progression Vertical is the execution backbone of the gym's daily operations. Working directly under the Operations Manager, this role is responsible for carrying out the operational tasks that keep the facility running smoothly — from managing front desk shifts and supporting wall staff, to processing financial records, coordinating FIT guiding logistics, and maintaining systems and documentation. This is an operational-level role focused on doing, tracking, and reporting — ensuring that all tasks within the Operations Manager's accountability framework are executed accurately, consistently, and on time. Key Responsibilities Facility & Daily Operations Execution Execute daily opening and closing procedures for the facility, ensuring all areas are safe, clean, and ready for guests. Monitor gym floor conditions throughout the day and report issues to the Operations Manager. Conduct routine equipment and gear checks, logging findings and flagging any safety concerns immediately. Maintain inventory of retail products, climbing gear, and consumables — restocking as needed. Support implementation of standard operating procedures (SOPs) across all front desk and wall operations. Customer Service Execution Greet and assist guests at the front desk, providing accurate information on services, memberships, and programs. Handle reservations, walk-ins, payments, and membership processing efficiently and with a positive attitude. Respond to customer inquiries via in-person, phone, email, Facebook, and Instagram in a timely manner. Resolve day-to-day customer concerns promptly, escalating complex issues to the Operations Manager. Maintain a log of customer interactions and follow-ups to ensure satisfaction and service continuity. Scheduling Support & Shift Coordination Assist the Operations Manager in preparing and distributing staff shift schedules. Track staff availability, record shift changes, and communicate updates to all relevant team members. Ensure shift handovers are smooth and that all team members are briefed on daily priorities. Record and submit accurate attendance and timesheet data for payroll processing. Financial Administration & Record Keeping Conduct daily financial reconciliations and prepare accurate end-of-day cash and sales reports. Process supplier invoices, track payments, and submit documentation to the Finance team on time. Monitor departmental petty cash and log all expenses with supporting receipts. Maintain organized and auditable financial records for all transactions and program bookings. FIT Guiding & Program Logistics Coordination Execute day-to-day logistics for FIT guiding operations including transportation bookings, meal arrangements, and guide assignment. Communicate confirmed program details to guides, guests, and relevant internal teams ahead of schedule. Track FIT guiding bookings and maintain up-to-date records of assignments, availability, and program status. Liaise with the Programs team to support on-site readiness for group program delivery. Systems, Documentation & Reporting Maintain and update operational systems including booking platforms, staff databases, and inventory records. Prepare regular operational reports and summaries for the Operations Manager. Ensure all documentation — including guest records, membership files, and program logs — is accurate and current. Support continuous improvement by flagging recurring issues and suggesting process refinements to the Operations Manager. Core Competencies Execution & Follow-Through — completes tasks accurately and on time without need for close supervision Customer Service Orientation — consistently delivers a positive and professional guest experience Attention to Detail — maintains accuracy across financial records, scheduling, and documentation Communication — clear and professional in all interactions with guests, staff, and management Adaptability — manages shifting priorities and a fast-paced environment with composure Organizational Skills — keeps systems, records, and workflows structured and up to date Team Collaboration — works effectively with front desk, wall staff, and the Programs team Minimum Requirements Minimum 1–2 years of experience in operations, customer service, or administrative coordination. Strong organizational and multitasking skills in a customer-facing environment. Proficiency in Google Workspace (Docs, Sheets, Drive, Calendar). Working proficiency in English (spoken and written); Working proficiency in Thai required (spoken and written) Experience in financial reconciliation, record keeping, or administrative reporting. Ability to work flexible hours including evenings, weekends, and holidays. Thai national, or foreign national with valid legal authorization to work in Thailand (or eligible for work permit sponsorship). Desired Qualifications Background in climbing, outdoor recreation, hospitality, or adventure tourism. Experience in scheduling coordination or logistics support. Familiarity with booking or point-of-sale management systems. Certifications in climbing, belaying, or Wilderness First Aid are a plus. Bachelor's degree in Business Administration, Tourism, Sports Management, or a related field. Performance Indicators Facility readiness — daily opening/closing and equipment checks completed without gaps or incidents. Customer satisfaction — positive guest feedback and timely resolution of day-to-day concerns. Financial accuracy — daily reconciliations and expense submissions are correct and on time. Schedule execution — shift records, timesheets, and coverage updates are maintained accurately. Guiding logistics — FIT bookings and program logistics are confirmed and communicated ahead of schedule. Documentation quality — all records are current, organized, and audit-ready at all times.