Operations Manager - Member Club & Fitness

Gravity Haus • Vail, CO

just now

About The Position

Gravity Haus is seeking an Operations Manager to join our growing team. The ideal candidate is a resourceful, self-motivated leader who thrives on building community and delivering memorable experiences. This role is central to engaging members, guests, and staff, and to cultivating a space that reflects the Gravity Haus lifestyle — active, inclusive, adventurous, and connected.

The Operations Manager will be responsible for ensuring the satisfaction, engagement and retention of Gravity Haus members and fostering a vibrant community through onboarding and welcoming new members, answering members' questions, planning and execution of engaging events.. This role combines detailed auditing of current members' plans, exceptional customer service with effective event management, playing a vital role in building strong relationships with members and delivering memorable experiences and ensuring the operation is receiving appropriate dues and revenue. This role's mission is to ensure Gravity Haus is able to continue providing an exceptional member experience from the very beginning and throughout the lifetime of the member.

This role will be responsible for directly overseeing the Fitness and Wellness/Member Club Desk operations and staff. They will be responsible for recruiting, developing, and managing staff, maintaining high service standards, and ensuring our members experience a seamless, welcoming environment across fitness, coworking, and lifestyle amenities.

Requirements

• 2–4 years of supervisory or management experience in fitness, hospitality, or member-focused operations.
• Proven ability to manage service staff (front desk, hospitality)
• Experience with scheduling systems, point-of-sale, or member management software (e.g., MindBody, ClubReady, or similar).
• Resourceful and adaptable, comfortable stepping in to fill operational gaps and build systems for long-term success.
• Passionate about delivering exceptional guest and team member experiences.
• Skilled in building strong relationships with staff and stakeholders, with high emotional intelligence and a collaborative spirit.
• Organized and detail-oriented, with the ability to coordinate schedules, programming, and team operations.
• Knowledgeable about fitness, wellness, and lifestyle trends, and excited to bring in fresh, innovative ideas.
• Flexible, dependable, and willing to work varied schedules when needed.
• Ability to stand and work on feet for extended periods.
• Ability to lift up to 70 lbs. occasionally.
• Flexibility to work weekends, holidays, and peak seasonal periods.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Serve as the primary point of contact for members, addressing inquiries, resolving issues, and ensuring a high level of member satisfaction.
• Refine and implement onboarding processes to ensure new members feel welcomed and connected to Gravity Haus’ offerings.
• Manage and maintain membership data in CRM systems, ensuring accuracy and using data to inform retention and membership strategies.
• Develop and execute initiatives to increase engagement, reduce attrition, and grow member lifetime value.
• Promote Gravity Haus membership benefits and educate members on utilizing their benefits
• Provides tours for prospective members
• Oversees Club and Fitness Desk operation. Covers shifts at the desk, selling retail, bookings for spa services, classes, and events.
• Recruit, interview, hire, and onboard new team members of the desk team.
• Provide ongoing training, coaching, and 1:1 development sessions for the Club and Fitness desk team.
• Lead regular team meetings and ensure alignment with Gravity Haus values.
• Maintain facility cleanliness, safety, and functionality, resolving maintenance or housekeeping needs promptly.
• Collaborate with other departments (marketing, operations, culture, and member success) to support cross-functional initiatives.
• Contribute to budgetary and leadership meetings; bring creative marketing and revenue-generating ideas.
• Step in as Manager on Duty (MOD) or provide coverage as needed.
• Work the Club and Fitness front desk as needed, lead the team during shifts, cover breaks, and act as point of contact for new and existing members.
• Host member engagement activities and participate in experiences that elevate the Gravity Haus brand.
• Capture and share content that highlights Gravity Haus programming and member lifestyle.
• Act as a brand ambassador who genuinely cares for the community, members, and staff.
• Oversee on-site event operations, lead staff, and handle real-time problem-solving.
• Gather post-event feedback to improve future programming.

Benefits

• health insurance
• a 401(k) with company match
• Parking Incentives
• an All-In Gravity Haus Membership that includes adventure perks like discounted stays, gear rentals, wellness programming, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager