Assistant General Manager
📋 Role Overview & Responsibilities
About Chelsea Piers:At Chelsea Piers you will find colleagues who are passionate about what we do. Careers at Chelsea Piers offer unmatched facilities, excellent benefits, and proven career growth opportunities for people who are passionate about transforming the lives of our community through sports, fitness, and event experiences.
About the Opportunity:Chelsea Piers Field House Brooklyn is seeking to hire a full-time Assistant General Manager who will be responsible for managing the Sales & Hospitality Team, coordinating with Marketing on all customer communications, acting as General Manager when the GM is not present, and overseeing our STEAM after-school program. This role reports to the General Manager, works closely with all teams, and must work one weekend day.
As the Assistant General Manager, you will be expected to
Sales & Hospitality ResponsibilitiesManage the Sales & Hospitality team of 8-10 associates, including scheduling, training, performance reviews, and ensuring quality control of customer interactionsSource, hire, and onboard new associates as schedule requiresManage CRM process and usage by team members and analyze performance trendsManage facility operating software set-up and usage both internally and externallyMonitor sales progress and motivate the team to reach daily/weekly/monthly sales goalsHandle escalated customer issues from the Sales & Hospitality TeamBe a brand ambassador for proactive, quality customer service
Marketing ResponsibilitiesCollaborate with the Marketing Team and General Manager to ensure all Field House Brooklyn marketing needs are met via bi-weekly meetings and on an as-needed basisWrite necessary copy for customer emails and website in collaboration with the Marketing TeamOversee trimester class report cards and recommendation processesWork with GM and Marketing to maintain a robust pipeline of birthday party requestsRegularly review FHBK website to ensure it is accurate and up-to-dateAssist with on-site photoshoots for website, social media and collateral, in collaboration with the Marketing TeamExecute pre-determined calendar of seasonal FHBK Family Member events in collaboration with Birthday and Event Coordinator, Operations, and the Marketing TeamOversee Family Member Gift inventory and distribution
General Management ResponsibilitiesOversee daily operations, including all programming, birthday parties, and eventsHandle emergencies and customer escalationsConduct regular walk-through of the facility to ensure safety and cleanlinessCommunicate with the Operations Team to address any facility setup/changes, weather-related issues, or safety/repair issuesAssist Program Managers by addressing any issues that impact customer experience (staff call-outs, etc.)Notify General Manager of any issues that require follow-up or escalation
STEAM Program ResponsibilitiesWork directly with the STEAM Lead Teacher in the implementation and execution of the STEAM summer and afterschool program, overseeing curriculum instruction and deliveryPerform class observations once per week to ensure consistency and excellence in teaching practices (beginning Fall 2024)Maintain Sales and Hospitality focus on meeting STEAM class registration targets for Fall 2024Note: This is not comprehensive list of responsibilities, which can change at any time at the discretion of your supervisor.
About You:You are a problem solver who is creative in their approach to achieving a desired goal. You are comfortable managing diverse teams, navigating customer service challenges, and driving sales and marketing initiatives to success. You possess strong organizational skills, attention to detail, and a passion for creating high-quality, positive experiences for customers and employees. You have excellent communication skills, both written and in-person.Bachelor's degree requiredMinimum of 3 years of experience as a manager within the hospitality industry or in a high-touch customer-facing roleStrong leadership and interpersonal skillsExcellent communication and problem-solving abilitiesProficiency in Microsoft Office SuiteExperience with budget management and sales forecastingExperience with facility and program management software a plusAbility to work one weekend day
Interested candidates must submit a cover letter. Applications without a cover letter will not be considered.
This position is based at Chelsea Piers in Brooklyn, New YorkChelsea Piers is an Equal Opportunity Employer
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