Assistant General Manager - The Downtown Clubs l The Met

The Assistant General Manager (AGM) at The Met Athletic Club is the operational and member-experience leader of the club, serving as the General Manager's true second-in-command. This role is accountable for delivering a best-in-class member experience, driving revenue performance across cross-functional departments, and ensuring seamless operations across all member touchpoints. The AGM directly oversees Front Desk, Office Administration, Met-side F&B (cafe and bar customer-facing operations), and the Member Success Specialist (MSS) team, while exercising cross-departmental intervention authority over Tennis, Fitness, Facilities, and Kids Club operations to maintain consistent service standards and operational alignment.

This position elevates hospitality standards, executes high-impact programming that drives engagement, retention, and profitability, and leads cohesive multi-channel communication strategies. The AGM collaborates closely with the General Manager and Department Directors to ensure aligned execution, unlock growth opportunities, and foster a vibrant, member-centric club culture. The AGM steps in for the General Manager in their absence and represents the club at the highest levels of member and corporate engagement.

 REPORTING STRUCTURE

• Reports directly to the General Manager

• Direct reports: Front Desk Supervisors, Office Manager(s), Met-side F&B staff (Lead Barista + supporting team), Member Success Specialists (Tennis, Fitness, Kids/Events)

• Cross-functional intervention authority: Racquet Sports Director, Fitness Director, Facilities Maintenance Director, Kids Club Supervisor

• Acts as senior leader on duty in the General Manager's absence

 KEY RESPONSIBILITIES

Member Experience & Engagement

• Lead the development and execution of the Club's member experience strategy, including onboarding, engagement programs, retention initiatives, and 30/60/90-day new member follow-up campaigns.

• Partner with member committees to plan and execute compelling member events and experiences that align with club culture, drive utilization, and contribute to retention and revenue goals.

• Foster a welcoming and connected community through personalized service, proactive communication, and "magic moment" experiences that elevate the ClubLife experience.

• Innovate and refine member offerings based on evolving member needs, feedback, retention data, and industry trends.

Operational Leadership

• Direct supervision of Front Desk operations, ensuring consistent service standards, accurate member check-in, and effective handling of inquiries and resolutions.

• Oversight of office administration functions in partnership with the Office Manager(s), including member billing communications, accounts receivable support, and administrative compliance.

• Direct management of Met-side F&B operations (cafe and bar customer-facing service), including staff supervision, scheduling, service quality, and integration with the Citizens Catering partnership for food supply (Phase 3).

• Lead the Member Success Specialist (MSS) team across Tennis, Fitness, and Kids/Events functions, with dotted-line coordination to respective Department Directors.

Cross-Departmental Authority

• Exercise intervention authority across all departments (Tennis, Fitness, Facilities, Kids Club) when member experience, service standards, or operational alignment require executive-level resolution.

• Build strong interdepartmental collaboration, ensuring alignment across all club services and member touchpoints.

• Serve as senior escalation point for member concerns that span multiple departments.

Strategy, Communication & Financial Performance

• Implement a multi-channel communication strategy to amplify the club's brand, promote offerings, and keep members informed and inspired.

• Participate in the annual budget planning process, monitor forecasts, and drive revenue through member and guest programs.

• Use data analytics to identify at-risk members and develop proactive retention strategies in partnership with the MSS team.

• Monitor monthly P&L performance for direct-report functions; identify variances and implement corrective actions.

 ADDITIONAL DUTIES

• Exhibit strong leadership in navigating the dynamic nature of club operations, proactively resolving challenges, and inspiring cross-departmental collaboration.

• Due to the dynamic nature of the club, employees are expected to assist others as needed and take on additional tasks as assigned by management.

• Follow all company, club, and department policies, procedures, and instructions.

• Represent the company's management team by supporting and enforcing policies while maintaining the highest standards of ethics and integrity.

• Maintain a high level of professionalism and a commitment to excellence in interactions with members, colleagues, and staff.

• Promote and follow safe working practices, ensuring compliance with safety guidelines and encouraging others to do the same.

• Take the initiative in personal and professional growth and maintain any required certifications relevant to the role.

• Address and resolve challenges using available resources, working with regional and corporate teams to support club operations.

• Support the overall efficiency of the team by collaborating and contributing to the club's goals.

 QUALIFICATIONS

Required

• High school diploma or equivalent.

• Minimum 5 years of experience in hospitality, premium club, event management, marketing communications, or member relations.

• Minimum 3 years of experience in a leadership or management role with direct reports.

• Demonstrated ability to lead cross-functional teams and hold others accountable to performance standards.

Preferred

• Bachelor's degree with a focus in hospitality management, business, sports management, communications, public relations, or recreation.

• Prior experience as Assistant General Manager, Director of Member Experience, or comparable senior club leadership role.

• Experience creating and implementing strategies that drive revenue, club usage, and member retention.

• Data and analytical thinker who leads strategy-based initiatives.

• Advanced knowledge of Microsoft Office Suite, CRM/Salesforce, Canva, social media platforms (Facebook, Instagram), and strong technical literacy with the ability to work across multiple systems.

• F&B operational experience, particularly in customer-facing premium hospitality.

 PHYSICAL REQUIREMENTS

• Must be able to stand, walk, and perform physical activities for extended periods.

• Ability to work in varying temperatures and environments, with potential exposure to dust, fumes, or gases.

• Capable of climbing ladders, squatting, kneeling, reaching, grasping, twisting, bending, and folding/unfolding as required.

• Effective communication skills with sufficient visual acuity, including talking and hearing.

 WORK SCHEDULE

• Attendance requirements for this position as outlined on the weekly schedule.

• Additional hours are required to meet deadlines of the position, including weekends and/or holidays.

• Expected to be present for major club events, member functions, and high-traffic periods.