Assistant General Manager - The Downtown Clubs l The Met

Assistant General Manager

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 130+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited!

Job Summary:

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.

What We Offer:

We believe in taking care of our team, and our Total Rewards package reflects that commitment. Your actual base pay will be determined by your skills, experience, education, location, and—if you're in a non-exempt role—hours worked.

While not all roles at Invited are full-time, those full-time team members have access to a comprehensive benefits package that includes:

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• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs (time off as required by applicable law is also provided for part time team members)