Assistant General Manager

As the Assitant General Manager (Assistant Ship Captain), you work directly with the General Manager (Ship Captain) to deliver an awe-inspiring and safe passage for Journeyers and team alike. You are responsible for creating a transformative customer experience through meticulous operational efficiency and core-values-inspired leadership. This is an in-ship position.

The Assistant Ship Captain reports to the Ship Captain and is responsible for channeling steward, deckhand and guide feedback, customer service needs, and client account issues to their leader. The Assistant Ship Captain also delivers sales reports and analytics to upper management and surfaces any studio maintenance and operational issues that arise.

The role of Assistant Ship Captain is absolutely an in-Ship role (ie: this is not a remote work opportunity). At the discretion of the Ship Captain there may be days where working from home is approved to deliver a special project on time - ex: when pre-screening Steward candidates

• LEADER & COACH
  • The Assistant Ship Captain is expected to lead by example. Their clear communication style and inspirational leadership are powered by an intimate understanding of the core values and purpose of the organization - to create space for transformation.
  • The Assistant Ship Captain is a strong on-floor presence and point person, offering direction and leadership during shifts to all Guides, Stewards and Deckhands. This vital position also coaches Stewards on a daily basis, leads daily briefings, and drives the energy of the team.
  • The Assistant Ship Captain manages the front desk and exhibits an entrepreneurial mindset and is always in “solution-finding” mode as they uncover operational improvements and efficiencies. Specifically:
    • Responsible for managing all customer service needs: Checking in Journeyers, answering phones, answering email/instagram inquiries, engaging in Discord channels (internal team communications platform), and handling Journeyer complaints.
    • Responsible for managing Mariana Tek (POS software): Overseeing class sign-in and attendance, sales and booking services. Keeps customer accounts accurate and up to date; manages membership contracts; cancellations and collects overdue accounts. Oversees scheduling and capacity management and analytics reporting.
  • The Assistant Ship Captain understands the brand inside and out, and follows the guidelines in all communications and deliverables.
  • The Assistant Ship Captain is tireless in keeping a “pulse” on the Ship metrics and Journeyer feedback
  • The Assistant Ship Captain is a systems thinker - and builder - and sticks to process, commitments and budgets
• JOURNEYER EXPERIENCE & OPERATIONS
  • The Assistant Ship Captain, ensures that the awe-inspiring guest experience standards are meticulously maintained and prominent on all customer touch-points
  • The Assistant Ship Captain is responsible for shift scheduling (on 7Shifts) each month and makes real time adjustments as needed.
  • The Assistant Ship Captain is excellent at crisis management but also elevates issues and incidents to senior leadership as needed
  • The Assistant Ship Captain ensures effective in-house merchandise display and maintains inventory levels within guidelines
  • The Assistant Ship Captain is a power partner to the Ship Captain when it comes to recruiting, onboarding and training of new employees
• FACILITY MANAGEMENT
  • The Assistant Ship Captain continually executes facility checks and audits to ensure standards are being exceeded - and that there is little-to-no downtime for the ice baths and sauna.
  • The Assistant Ship Captain ensures the Ship itself is clean and safe - and the teams responsible for this are on pace and cadence.
  • The Assistant Ship Captain initiates services requests at the Ship Captain’s request and is the first point of contact for vendor service contractors/technicians. Helps oversee and manage on-going maintenance of specific equipment including ice baths, sauna and staff room equipment.
• SHIP PERFORMANCE
  • The Assistant Ship Captain drives in-Ship sales and thus has a knowledge of all programming, promotions, and sales. Specifically:
    • Directly measures, manages + ensures house merchandise inventory levels are within guidelines
    • Drives average daily check-ins, memberships, Journeyer reviews, and 1st timer conversions via the Magic Moments
• HUMAN RESOURCES
  • The Assistant Ship Captain works to align the team and Ship operations with the company vision and strategic plan
  • The Assistant Ship Captain follows the internal communication rhythm/format that allow people to give and receive feedback
  • The Assistant Ship Captain co-leads with the Ship Captain the recruiting and onboarding process.
  • The Assistant Ship Captain prepares and audit payroll cycles for Ship Captain approval