Assistant General Manager

Company Description CHALK is a thoughtfully designed indoor play space for kids and their families, created to encourage movement, imagination, and exploration. The environment is crafted to be engaging, safe, and inspiring, offering a modern approach to play.

POSITION OVERVIEW

CHALK is seeking an energetic and highly organized Assistant General Manager (AGM) to support daily operations and lead the front‑of‑house experience at our indoor facility in Norwalk, Connecticut. The AGM will focus on team leadership, guest experience, and the growth and engagement of CHALK’s membership program. This role will oversee all front‑of‑house staff, ensure exceptional service standards, as well as design programs, events and daily offerings that strengthen member retention, loyalty, and community connection. The AGM will serve as the operational leader on the floor, ensuring the facility runs smoothly, families feel welcomed, and the team consistently delivers a memorable experience to our guests. This position reports directly to the General Manager. The salary range for this position is 65‑75K.

KEY RESPONSIBILITIES

Front‑of‑House Operations Lead daily front‑of‑house operations including admissions, check‑in, merchandise sales, and guest services. Ensure the facility is consistently clean, safe, organized, and welcoming. Serve as the primary floor leader during operating hours, ensuring smooth operations and strong team coordination. Monitor guest flow and adjust staffing or processes to maintain excellent service levels. Resolve guest concerns quickly and professionally while maintaining CHALK’s brand voice. Maintain operational readiness of front desk systems including POS, ticketing, and membership software. Supervise and coach all front‑of‑house staff. Assist with hiring, onboarding, training, and scheduling of staff. Lead daily shift briefings and ensure team members understand priorities and expectations. Train team members on service standards, safety procedures, and brand values. Provide real‑time coaching and performance feedback. Support the General Manager in performance management and staffing development of the extended leadership team. Membership Program Support the management and growth of CHALK’s membership program with a focus on retention, engagement, and long‑term value. Develop and execute strategies to increase membership enrollment. Monitor membership metrics including churn, renewal rates, and engagement levels. Design and implement member‑exclusive perks, experiences, and benefits. Plan and execute member‑only events and appreciation initiatives. Maintain communication with members through newsletters, promotions, and program updates. Identify opportunities to enhance the membership experience and increase loyalty. Guest Experience & Community Engagement Ensure every family receives a welcoming, high‑quality experience aligned with CHALK’s brand values. Develop systems and standards that elevate guest service across all touchpoints. Gather and evaluate guest feedback to continuously improve the experience. Support local outreach initiatives, partnerships, and community engagement. Assist with planning and execution of special events, themed play days, and seasonal programming. Operational Support Assist the General Manager in implementing operational policies, procedures, and service standards. Monitor facility readiness including cleanliness, supplies, and guest‑facing areas. Coordinate with vendors and service providers as needed for operational support. Support birthday parties, events, and special programming operations. Ensure staff compliance with safety protocols and operational procedures. Required Qualifications A sense of humor, a love for FUN & an appreciation for art & creativity. 3+ years of leadership experience in hospitality, entertainment, retail, or family recreation environments. Strong customer service and guest experience mindset. Demonstrated ability to lead and motivate teams. Excellent interpersonal and communication skills. Strong organizational and multitasking abilities. Comfortable working in a highly active, guest‑facing role. Preferred Qualifications Experience managing membership or loyalty programs. Experience in children’s recreation or family entertainment. Event planning and programming experience. Familiarity with POS systems and membership management software. Experience with community engagement & collaboration partnerships. Physical Requirements Ability to stand, walk, and actively supervise a 15,000+ sq ft facility. Ability to respond quickly to guest needs or safety concerns. Comfortable working in a high‑energy environment with children and families. #J-18808-Ljbffr CHALK