Field Service Manager jobs in New York, NY

About Chelsea Piers:
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.

About the Opportunity:
Chelsea Piers Field House Brooklyn is seeking to hire a full-time Assistant General Manager who will be responsible for managing the Sales & Hospitality Team, coordinating with Marketing on all customer communications, acting as General Manager when the GM is not present, and overseeing our STEAM after-school program. This role reports to the General Manager, works closely with all teams, and must work one weekend day.

As the Assistant General Manager, you will be expected to:

• Sales & Hospitality Responsibilities
  • Manage the Sales & Hospitality team of 8-10 associates, including scheduling, training, performance reviews, and ensuring quality control of customer interactions
  • Source, hire, and onboard new associates as schedule requires
  • Manage CRM process and usage by team members and analyze performance trends
  • Manage facility operating software set-up and usage both internally and externally
  • Monitor sales progress and motivate the team to reach daily/weekly/monthly sales goals
  • Handle escalated customer issues from the Sales & Hospitality Team
  • Be a brand ambassador for proactive, quality customer service
• Marketing Responsibilities
  • Collaborate with the Marketing Team and General Manager to ensure all Field House Brooklyn marketing needs are met via bi-weekly meetings and on an as-needed basis
  • Write necessary copy for customer emails and website in collaboration with the Marketing Team
  • Oversee trimester class report cards and recommendation processes
  • Work with GM and Marketing to maintain a robust pipeline of birthday party requests
  • Regularly review FHBK website to ensure it is accurate and up-to-date
  • Assist with on-site photoshoots for website, social media and collateral, in collaboration with the Marketing Team
  • Execute pre-determined calendar of seasonal FHBK Family Member events in collaboration with Birthday and Event Coordinator, Operations, and the Marketing Team
  • Oversee Family Member Gift inventory and distribution
• General Management Responsibilities
  • Oversee daily operations, including all programming, birthday parties, and events
  • Handle emergencies and customer escalations
  • Conduct regular walk-through of the facility to ensure safety and cleanliness
  • Communicate with the Operations Team to address any facility setup/changes, weather-related issues, or safety/repair issues
  • Assist Program Managers by addressing any issues that impact customer experience (staff call-outs, etc.)
  • Notify General Manager of any issues that require follow-up or escalation
• STEAM Program Responsibilities
  • Work directly with the STEAM Lead Teacher in the implementation and execution of the STEAM summer and afterschool program, overseeing curriculum instruction and delivery
  • Perform class observations once per week to ensure consistency and excellence in teaching practices (beginning Fall 2024)
  • Maintain Sales and Hospitality focus on meeting STEAM class registration targets for Fall 2024

Note: This is not comprehensive list of responsibilities, which can change at any time at the discretion of your supervisor.

About You:
You are a problem solver who is creative in their approach to achieving a desired goal. You are comfortable managing diverse teams, navigating customer service challenges, and driving sales and marketing initiatives to success. You possess strong organizational skills, attention to detail, and a passion for creating high-quality, positive experiences for customers and employees. You have excellent communication skills, both written and in-person.

• Bachelor's degree required
• Minimum of 3 years of experience as a manager within the hospitality industry or in a high-touch customer-facing role
• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities
• Proficiency in Microsoft Office Suite
• Experience with budget management and sales forecasting
• Experience with facility and program management software a plus
• Ability to work one weekend day

Interested candidates must submit a cover letter. Applications without a cover letter will not be considered.

This position is based at Chelsea Piers in Brooklyn, New York

Chelsea Piers is an Equal Opportunity Employer