Assistant General Manager - The Downtown Clubs l The Met

Invited • Houston, TX

11d • Onsite

About The Position

The Assistant General Manager (AGM) at The Met Athletic Club is the operational and member-experience leader of the club, serving as the General Manager's true second-in-command. This role is accountable for delivering a best-in-class member experience, driving revenue performance across cross-functional departments, and ensuring seamless operations across all member touchpoints. The AGM directly oversees Front Desk, Office Administration, Met-side F&B (cafe and bar customer-facing operations), and the Member Success Specialist (MSS) team, while exercising cross-departmental intervention authority over Tennis, Fitness, Facilities, and Kids Club operations to maintain consistent service standards and operational alignment. This position elevates hospitality standards, executes high-impact programming that drives engagement, retention, and profitability, and leads cohesive multi-channel communication strategies. The AGM collaborates closely with the General Manager and Department Directors to ensure aligned execution, unlock growth opportunities, and foster a vibrant, member-centric club culture. The AGM steps in for the General Manager in their absence and represents the club at the highest levels of member and corporate engagement.

Requirements

• High school diploma or equivalent.
• Minimum 5 years of experience in hospitality, premium club, event management, marketing communications, or member relations.
• Minimum 3 years of experience in a leadership or management role with direct reports.
• Demonstrated ability to lead cross-functional teams and hold others accountable to performance standards.
• Advanced knowledge of Microsoft Office Suite, CRM/Salesforce, Canva, social media platforms (Facebook, Instagram), and strong technical literacy with the ability to work across multiple systems.
• F&B operational experience, particularly in customer-facing premium hospitality.

Nice To Haves

• Bachelor's degree with a focus in hospitality management, business, sports management, communications, public relations, or recreation.
• Prior experience as Assistant General Manager, Director of Member Experience, or comparable senior club leadership role.
• Experience creating and implementing strategies that drive revenue, club usage, and member retention.
• Data and analytical thinker who leads strategy-based initiatives.

Responsibilities

• Lead the development and execution of the Club's member experience strategy, including onboarding, engagement programs, retention initiatives, and 30/60/90-day new member follow-up campaigns.
• Partner with member committees to plan and execute compelling member events and experiences that align with club culture, drive utilization, and contribute to retention and revenue goals.
• Foster a welcoming and connected community through personalized service, proactive communication, and "magic moment" experiences that elevate the ClubLife experience.
• Innovate and refine member offerings based on evolving member needs, feedback, retention data, and industry trends.
• Direct supervision of Front Desk operations, ensuring consistent service standards, accurate member check-in, and effective handling of inquiries and resolutions.
• Oversight of office administration functions in partnership with the Office Manager(s), including member billing communications, accounts receivable support, and administrative compliance.
• Direct management of Met-side F&B operations (cafe and bar customer-facing service), including staff supervision, scheduling, service quality, and integration with the Citizens Catering partnership for food supply (Phase 3).
• Lead the Member Success Specialist (MSS) team across Tennis, Fitness, and Kids/Events functions, with dotted-line coordination to respective Department Directors.
• Exercise intervention authority across all departments (Tennis, Fitness, Facilities, Kids Club) when member experience, service standards, or operational alignment require executive-level resolution.
• Build strong interdepartmental collaboration, ensuring alignment across all club services and member touchpoints.
• Serve as senior escalation point for member concerns that span multiple departments.
• Implement a multi-channel communication strategy to amplify the club's brand, promote offerings, and keep members informed and inspired.
• Participate in the annual budget planning process, monitor forecasts, and drive revenue through member and guest programs.
• Use data analytics to identify at-risk members and develop proactive retention strategies in partnership with the MSS team.
• Monitor monthly P&L performance for direct-report functions; identify variances and implement corrective actions.
• Exhibit strong leadership in navigating the dynamic nature of club operations, proactively resolving challenges, and inspiring cross-departmental collaboration.
• Due to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned by management.
• Follow all company, club, and department policies, procedures, and instructions.
• Represent the company's management team by supporting and enforcing policies while maintaining the highest standards of ethics and integrity.
• Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff.
• Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same.
• Take the initiative in personal and professional growth and maintain any required certifications relevant to the role.
• Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.
• Support the overall efficiency of the team by collaborating and contributing to the club's goals.

Benefits

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs ( time off as required by applicable law is also provided for part time team members )

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED