Hospitality Manager & Assistant General Manager

CHELSEA PIERS LP•New York, NY

1d•$65,000 - $75,000•Onsite

About The Position

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. With four locations in NYC and growing, Chelsea Piers Fitness is redefining the luxury fitness experience. We are a community built on Empowerment, Purpose, Transformation, and Community. Our Hospitality Team is the heartbeat of our brand – setting the tone for every workout, every recovery session, and every member interaction. The Hospitality Manager plays a critical leadership role in shaping that experience every single day. At Chelsea Piers Fitness, we’re more than a gym – we’re a destination for connection, transformation and community. As the leader of our Hospitality Team, you are responsible for setting the tone of the club and ensuring every member interaction reflects our five-star service standards. This is a highly visible, hands-on leadership role and a key partner to the General Manager. You’ll coach and develop associates, drive operational excellence, and create a culture of accountability, warmth and professionalism. Your impact will be felt across the entire club – influencing member retention, team engagement and overall business performance. If you’re a natural leader who thrives in fast-paced environments, loves developing people and takes pride in delivering luxury-level hospitality, we want to meet you. Our newest location, opening in Hudson Square this fall, is a 50,000 sq-ft facility spanning three floors in the heart of downtown Manhattan, just steps from the West Village and Greenwich Village. The club will feature four boutique fitness studios, a full-service Recovery Suite, and an expansive Member Lounge for co-working and community events. This is a unique opportunity to lead our Hudson Square founding team – setting the tone for hospitality, mentoring a brand-new staff, and shaping what this club means to its members from day one.

Requirements

College BA or BS degree preferred
Minimum 1-3 years of professional experience
Self-motivated with an entrepreneurial spirit who can run projects independently
Creative problem-solver and ability to flourish in a fast-paced work environment
High-energy, personable and passion for fitness with a team-first mentality
Strong communication skills, both verbal and written
Proficiency in Microsoft Office
Excitement to learn and maximize our frontline management tool (Prospr)
Ability to adapt to change and a willingness to improve and evolve
Must be able to lift up to 30 to 45 pounds and stand at the front desk for the duration of a shift

Responsibilities

Deliver and model exceptional hospitality in line with our High Five standards for every member and guest
Lead by example on the floor with high visibility, energy and professionalism
Champion Chelsea Piers Fitness brand knowledge, policies and service expectations
Foster a welcoming, polished and secure club environment
Act as a trusted partner and operational right hand to the General Manager
Take initiative to solve problems, improve processes and elevate the member experience
Conduct daily walk-through of the facility to ensure proper working conditions
Be available at all times to communicate with staff and deal with emergency issues
Ensure equipment and facility are safe and in compliance with all regulations
Encourage member rapport by being visible and interacting with members regularly
Ensure excellent communication with both members and internal staff on all member programs and needs
Monitor Medallia: Regularly review feedback and reply to outstanding member responses. Take appropriate actions based on feedback received from members regarding sharing/escalating key information. Responds to all open Medallia submissions within 72 hours. Addresses all action items within Medallia feedback with necessary department within 24 hours
Maintain excellent member satisfaction as the Chelsea Piers Fitness standard
Assist with recruiting, interviewing, onboarding, continuous training, and developing staff
Support managers to complete quarterly and semi-annual performance reviews of staff
Additional special projects as assigned
Lead, coach, and develop the Hospitality Team to consistently deliver best-in-class service
Recruit, onboard, train and manage Hospitality Associates
Create schedules, manage payroll and ensure proper staffing coverage across all shifts
Oversee opening/closing operations and daily club readiness
Partner cross-functionally with Sales, Marketing, Personal Training, Group Fitness and Operations to support club initiatives
Drive execution of front desk, concierge and member service standards
Support member retention through relationship-building, service recovery and proactive outreach
Oversee Kids Clubhouse programming, staffing, and daily operations
Support Personal Training booking initiatives and complimentary session scheduling
Own all retail and merchandise operations, including inventory, organization, and presentation
Maintain clean, stocked, and well-managed storage areas
Ensure accurate use of the Inventory Management System
Partner with leadership to optimize product assortment and drive retail performance