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