Guest Services Manager - HCI Sports & Fitness : Job Details

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DescriptionCome join the team at

ApplyDescriptionCome join the team at HCI Sports & Fitness! As a premier sports and fitness center located in Bee Cave, our team is in search of an experienced, dynamic, and service-focused leader to fill our Guest Services Manager role! This leadership position is responsible for leading their team with a focus on customer service, safety, cleanliness, and program ready support across the facility, and is a key contributor on the HCI leadership team.RequirementsIn joining our team, you'll be responsible for:

• Overseeing and managing the day-to-day staff operations of the Guest Services department, including hiring, promoting, training, disciplining, terminating, evaluating performance, and providing feedback that promotes professional development and cultivates a service mentality
• Preparing and monitoring weekly staff schedules including time-off requests, shift changes, and coverage scenarios
• Developing and maintaining relationships with members and guests to ensure their needs are being met and any escalated issues are resolved and communicated effectively
• Establishing and fine tuning SOPs to ensure efficiency and effectiveness of the department, enhance the member and guest experience, address daily cleaning operations, and overall quality of services
• Leading the Guest Services team in providing exceptional customer service - inspire the team to be attentive and anticipate guest and member needs
• Maintaining safety of the facility, including strong procedures and department training to ensure controlled access, facility monitoring, adherence to company policies, and first aid and emergency preparation
• Coordinating with department leaders to ensure facility and program readiness each day
• Creating a positive and productive work environment to provide an optimal experience for staff while ensuring compliance with facility and department policies
• Supporting HCI brand and operating standards throughout all functions and responsibilities
• And more…

To Be a Great Fit, You'll Have

• Availability for full-time, on site employment with flexibility to work weekdays, evenings, weekends, and holidays as needed
• Minimum of 1-3 years of experience in a management position leading and scheduling a team of 10+ employees
• 3+ years of customer service experience; experience in a sports or fitness facility a plus
• Bachelor's degree preferred
• Strong time management and organization skills
• Effective computer skills; facility management and/or CRM software experience preferred
• High expectations for the quality of your own work; an independent leader who takes initiative to find solutions
• Excellent communication skills with the ability to listen and respond professionally in tense or difficult situations
• High level writing skills with the ability to compose concise and informative messages and the desire to provide great customer service
• Ability to quickly acquire and apply new knowledge and skills and the ability to maintain a friendly, enthusiastic, and positive attitude

What We Offer

• Starting salary $50K+ based on experience
• A flexible work schedule that accommodates programming and other facility events
• Competitive benefits including health, vision, dental, life, and disability insurance
• PTO and 10 paid holidays
• Complimentary family membership to HCI (currently $3540 per year!)
• A fun work environment on a great team!

About Us: At HCI Sports & Fitness, we're more than a fitness and sports brand—we're a movement. We empower our family-oriented community at all fitness levels to push limits, fuel performance, and live boldly through smart training and state-of-the-art spaces. From gym culture to group fitness to youth and adult sports, we pride ourselves on offering a clean, safe, and welcoming environment for everyone!

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionOther
• IndustriesHealth, Wellness & Fitness

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