Assistant Club Manager

About the position

The Assistant Club Manager plays a critical role in supporting the daily operations of the Club and ensuring an exceptional member experience. This role requires strong leadership, attention to detail, effective communication, and a commitment to upholding the Club’s high standards of service, hospitality, and operational excellence.

Responsibilities

• Provide direct, hands-on oversight of daily Club operations across all departments, ensuring a seamless and elevated experience for members and guests.
• Lead by example with professionalism, integrity, and a strong service ethic; serve as the primary leader on duty, empowered to make high-level decisions, including staff suspensions when appropriate.
• Ensure all Club areas are clean, safe, and well-maintained; respond to facility and safety concerns with urgency.
• Act as first responder to all emergencies, managing situations with calm and confidence.
• Foster open, respectful communication with members, staff, and leadership.
• Address member and staff concerns with discretion and thorough follow-up, including investigations and case documentation.
• Enforce Club and departmental policies while applying sound judgment in exceptional cases.
• Oversee Member Services, Reception, Coat Check, and Gymnasium, including hiring, onboarding, scheduling, payroll, coaching, and performance management.
• Support all departments with daily operational needs, staffing, policy compliance, and service continuity.
• Manage schedules and provide coverage solutions to maintain consistent service standards.
• Act as a knowledgeable concierge across all Club amenities, responding to calls, service issues, and member needs with professionalism and follow-through.
• Proactively communicate updates, personalize the member experience, and consistently strive to exceed expectations.
• Manage conflict resolution and incident investigations, including surveillance review, documentation, and follow-up.
• Maintain confidentiality and professionalism in all investigative matters.
• Support Operations Management as needed with all member suspensions and reinstatements in accordance with Club policy.
• Lead safety protocols and emergency response; conduct regular walkthroughs to monitor safety, cleanliness, and functionality.
• Proactively identify and resolve operational issues impacting the member experience.
• Maintain essential operational supplies and support administrative functions such as payroll, scheduling, supply tracking, invoicing, and reporting.
• Ensure proficiency in all Club systems and software; manage reporting related to check-ins, parking, amenity use, and compliance.
• Perform other duties as assigned by the Club Operations Manager or senior leadership.

Requirements

• Genuine passion for delivering exceptional service and working in the hospitality industry.
• Degree in Hospitality, Recreation Management, or a related field preferred.
• Experience in a luxury or upscale environment with a strong emphasis on high-touch service is highly desirable.
• Collaborative mindset with the ability to thrive in a dynamic, team-oriented environment.
• Strategic thinker with strong problem-solving skills and the ability to respond quickly and effectively to challenges.
• Skilled at managing multiple priorities, remaining composed under pressure, and performing in a fast-paced setting.
• Excellent organizational skills with strong written and verbal communication abilities. Must be proficient in English.
• Quick to learn new software systems; proficiency in Microsoft Office Suite is required.

Benefits

• Paid Time Off
• 401(k) with company match up to 3%
• Value Sharing (Profit sharing)
• Holiday Bonus
• Paid Parental Leave
• Comprehensive health, vision, and dental insurance
• HSA and FSA enrollment options
• Short- & Long-Term Disability options
• Life Insurance: Basic coverage equivalent to annual income, with voluntary options for additional coverage
• Long-Term Care options: Coverage up to 50% of annual income
• Accident and Critical Illness Insurance
• EAP (Employee Assistance Program)
• Pet Insurance through MetLife
• Free workout privileges
• Employee discounts in the Pro Shop, Spa & Salon services and in the Market
• Parking and transit benefits (pre-tax deduction)
• Access to Tickets at Work discounts
• Tuition reimbursement