Hospitality Manager & Assistant General Manager

About the Role

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.

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.

Why You’ll Love Working Here

• You’ll Make Someone’s Day – every shift is a chance to do purpose-driven work and help someone feel seen, supported, and successful.
• You’ll Play As A Team – we win together and support each other every day.
• You’ll Experience Pathways for Growth – when you pay attention to the details and take ownership of your responsibilities, you open the door to opportunities across the organization.
• It’s Fun – employees receive a complimentary all-access membership to Chelsea Piers Fitness plus discounts on in-club services.

Responsibilities

General 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.

Assistant General Manager Responsibilities

• 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. Respond to all open Medallia submissions within 72 hours. Address all action items within Medallia feedback with the 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.

Hospitality Management Responsibilities

• 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.

Merchandise Responsibilities

• 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.

Qualifications

• 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.

Schedule

Anticipated start date: six weeks prior to the club opening (targeting Fall 2026).

Benefits

• Complimentary all-access membership to Chelsea Piers Fitness.
• Discounts on in-club services.