Othership Assistant Ship Captain (AGM)

Posted 3.25.24
Location
New York City, NY

NYC Assistant Ship Captain Job Overview

As the Assistant Ship Captain, you will collaborate closely with the Ship Captain to ensure a safe and awe-inspiring passage of our Othership Journeyers and crew. You’ll be responsible for creating a transformative guest experience by upholding meticulous operational efficiency and leading with our core values in mind. This position is based in-ship.

Reports to

The Assistant Ship Captain reports directly to the Ship Captain and is responsible for channeling steward 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.

Time in-Ship

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 when working from home is approved to deliver a special project on time – ex. when pre-screening Steward candidates.

Responsibilities

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 daily, leads daily briefings, and drives the energy and efficiency 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, capacity management and analytics reporting.
    • The Assistant Ship Captain understands the brand inside and out and follows the guidelines with 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 and elevates issues and incidents to senior leadership as needed.
  • The Assistant Ship Captain continually maintains in-house merchandise display and inventory levels within guidelines.
  • The Assistant Ship Captain is a power partner to the Ship Captain when it comes to recruiting, onboarding and training new employees.

FACILITY MANAGEMENT

  • The Assistant Ship Captain continually executes facility checks and audits to ensure all equipment is functioning properly and visual standards exceed expectations.
  • The Assistant Ship Captain ensures the Ship itself is clean and safe – and the teams responsible are on pace with cadence.
  • The Assistant Ship Captain initiates service requests and is the first point of contact for vendor service contractors/technicians. They help oversee and manage ongoing maintenance of specific equipment including ice baths, sauna and staff room equipment.

SHIP PERFORMANCE

  • The Assistant Ship Captain drives in-Ship sales and has a thorough understanding 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 allows people to give and receive feedback.
  • The Assistant Ship Captain co-leads with the Ship Captain in the recruiting, hiring, and onboarding process.
  • The Assistant Ship Captain prepares and audits payroll cycles for Ship Captain approval.

ONGOING PLANNING + DEVELOPMENT

  • Review Steward feedback and implement follow-ups
  • Attend weekly one-on-ones with the Ship Captain
  • Attend monthly financial and KPI review (with action planning and follow-up)
  • Regularly communicate with Ship Captain and leadership on any issues that arise
  • Assist with the training and coaching of new hires
  • Maintain a high level of programming knowledge and can make appropriate suggestions to journeyers

Qualifications

Must haves:

  • Available to work 5 shifts per week and have a strong on-floor presence; ability to work a flexible schedule including, early mornings, nights and weekends and some holidays
  • Previous management experience in fitness or wellness environments. Proven track record of leading customer service team
  • Personally committed to continuous improvement and development
  • Strong interpersonal and communication skills
  • Able to solve problems with little guidance
  • Must have a proven track record to drive revenue, and possess excellent time management, organizational, and follow-up skills
  • Effective problem-solving skills and the ability to work with ambiguity
  • Proficient with Google Suite, Excel, and Gmail / Calendar
  • Ability to learn new tech platforms used for operations / MGMT
  • Experience with fitness booking systems or reservation systems is a plus

Nice to have:

  • An understanding of the Othership mission and a passion for growing the Othership community
  • Experience with practices (sauna + Ice bath + breathwork + mindfulness)

Physical Requirements

  • Able to work on your feet for 8 hours
  • Able to move, pull carry or lift 20 pounds
  • Must be able to kneel, bend, reach, climb and stand for long durations of time
  • Able to work in an environment with large temperature variations

Benefits

  • Career development working alongside founders at a successful and growing company
  • Engaging in charitable and community causes that make a positive impact
  • Personal development opportunities and training with world-class facilitators
  • Access to exclusive services, nature retreats, and training programs
  • Friends and family discounts to share the Othership experience
  • Retail and product discounts
  • Access to partner services that complement your wellness journey
  • Exciting team events and activities that foster connections and camaraderie

Compensation

  • Salary Range $70-85k depending on experience
  • Annual Performance bonus + promotion opportunity

About Us

Othership is building the future of emotional wellness through an immersive and social sauna + ice bath experience. We offer a sauna to sweat, ice baths to drop-in and a commons to be yourself with others.

We believe that learning to regulate yourself and your emotions in a world that can’t be regulated can and should be a memorable voyage – maybe even an adventure.

Our vision is to create peak experiences that enhance emotional and physical well-being in a way that inspires awe and belonging for all communities.

At Othership, you will experience incredible personal growth opportunities with training around emotional connection, being accountable and showing up, improving vulnerability and being seen, building more gratitude, and being of service to others.

You will help people transform their lives everyday — conquer fears, feel an experience of awe and magic, beat addiction, get healthy, get in touch with their emotions, feel self love.  The Othership experience is powerful!  If making people smile drives happiness for you, this happens daily — every single shift.

 

How to Apply

Click the link below to complete the application

https://tally.so/r/w2NZdg 

The future of health and fitness, all in one newsletter.
Sign up to get the latest industry trends, news, and tech delivered straight to your inbox.

    No thanks.