Assistant General Manager (AGM) - MADE Fort Greene

Position Overview
The Assistant General Manager (AGM) is responsible for overseeing daily operations during peak hours, ensuring exceptional customer experience, and supporting overall facility performance. This role acts as the bridge between front-desk staff, trainers, and leadership, with a strong focus on execution, accountability, and operational excellence. Beyond traditional venue management, the AGM at MADE Fort Greene must possess deep knowledge of the grassroots basketball industry, club/AAU circuits, and local basketball ecosystems. The ideal candidate will be a results-driven sales leader who leverages existing relationships with coaches, program directors, and basketball families to actively source and close new business.

Key Responsibilities:

Facility Operations & Floor Management

• Oversee all on-floor activity during peak hours (training sessions, open gym, rentals, group sessions).
• Maintain a strong visible presence on the floor to monitor athlete experience and enforce facility standards.
• Ensure proper usage of equipment, adherence to safety protocols, and overall cleanliness.
• Address and resolve real-time operational issues, customer concerns, or disruptions.
• Monitor capacity and traffic flow to optimize space usage and safety.

Staff Leadership & Supervision

• Directly manage Front Desk staff during assigned shifts.
• Ensure smooth transitions between programming, training sessions, and rentals.
• Provide in-the-moment coaching, feedback, and support to staff.
• Assist in onboarding and training new team members on systems, service standards, and facility policies.
• Help create staff schedules or provide input based on peak demand and programming needs.
• Foster a positive, accountable, and team-oriented work environment.

Key Holder & Facility Oversight

• Open and close the facility, including security procedures and alarm systems.
• Complete end-of-day reporting (attendance, revenue summaries, incident reports).
• Conduct equipment checks and ensure all areas are secured and maintained.
• Report maintenance issues and coordinate with vendors or internal teams for resolution.
• Ensure compliance with health, safety, and emergency procedures.

Programming & Experience Execution

• Support execution of all programming, ensuring sessions start/end on time and run smoothly.
• Coordinate with trainers, coaches, and content staff to ensure proper session coverage.
• Assist in implementing new programs, events, or special activations.
• Monitor class quality and consistency with brand standards.
• Step in to support sessions or fill gaps when needed (if qualified).
• Help behind the front desk during peak hours to ensure each customer is greeted, checked in, and shown where to head on court for their training session.

Member Customer Experience & Retention

• Act as a primary point of contact for customer inquiries, concerns, and escalations.
• Build relationships with customers to foster community and retention.
• Ensure a high level of hospitality and professionalism across all touchpoints.
• Handle customer feedback and work with leadership to implement improvements.
• Support customer sales conversations, tours, and onboarding as needed.

Sales & Revenue Support

• Assist with customer sales, renewals, and upgrades.
• Help promote programs, events, and services to customers in partnership with the MADE marketing team.
• Track key performance indicators (KPIs) such as attendance, utilization, and conversion rates.
• Support revenue-generating activities like rentals, personal training, and retail sales.

Administrative & Reporting Duties

• Maintain accurate records of attendance, incidents, and facility usage.
• Assist with payroll inputs, staff hours tracking, and reporting.
• Support inventory management for supplies, retail, and equipment.
• Prepare shift summaries and communicate key updates to management.

Safety & Compliance

• Enforce all facility rules, policies, and liability standards.
• Ensure staff and members follow safety guidelines and proper equipment usage.
• Respond to emergencies and administer basic first aid if required.
• Maintain certifications (CPR/AED, etc.) as required.

Marketing & Community Engagement

• Support in-house events, competitions, or community initiatives.
• Leverage our database to drive new memberships, while consistently reaching out to current clients to maintain retention and encourage them to stay engaged.
• Assist with social media content coordination (capturing moments, promoting events).
• Help create an energetic, engaging gym environment aligned with brand identity.

Qualifications

• 2-4+ years of experience in fitness facility operations, hospitality, or a related field.
• Prior supervisory or leadership experience preferred.
• Strong organizational, communication, and problem-solving skills.
• Ability to multitask and thrive in a fast-paced environment.
• CPR/AED certification (or willingness to obtain).
• Existing knowledge and familiarity with youth basketball and the Brooklyn area.
• Passion for fitness, health, and community building.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.