Job Overview

The Steward Lead is responsible for managing multiple customer service aspects of the business. As Steward Lead (Front Desk Lead), they are responsible for welcoming and checking in journeyers (clients) and overseeing the flow of the journeyers throughout the space, they oversee the needs and operations of the facility, provide support to stewards, sauna guides and deckhands (cleaning support team) and are able to remain calm and organized in a fast paced environment. They operate as on-site shift lead, are a leader amongst their peers and are responsible for supporting events management, communications, inventory, trainings and helping oversee and manage special projects and initiatives.

The Stewards Lead role is of crucial importance to the overall experience of the journeyers and to supporting the crew and community at Othership.

The Steward Lead is an individual who understands and embodies the Othership vision and core values. The Steward Lead is personable, highly professional, takes initiative is highly independent and possess leadership qualities within in their community.

The Steward Lead team at our new Williamsburg location has the opportunity to shape the culture of our Steward team!

Part-time opportunities available. Evening and weekend availability required. Key holder responsibilities.

Responsibilities

• Being the face of Othership by embodying our core values through communicating with enthusiasm, empathy, respect and kindness to our journeyers and patrons, always with a consistent and strong expression of the highest customer service.
• Offering thoughtful, clear communications with operations manager, fellow management colleagues, guides and cleaning support team.
• Is knowledgeable and upholds an awareness of the mission, core values and culture of Othership.
• As onsite shift lead; is able to offer clear communication and directives to fellow crew (stewards, guides, crewmates & deckhands).
• Works directly with Ship Captain, Assistant Ship Captain, Partnerships Manager & Social Media Manager to help support in events management, inventory, special projects and initiatives.
• Reports to Ship Captain: customer service needs, client account issues, sales reports, cleaning support needs including; regular inventory reporting, studio maintenance issues and any operational needs.
• Responsible for managing all customer service needs: checking in journeyers, answering multitudes of phone calls + email inquiries. Engages in our discord channels, offers journeyer relationship development and offers proactive solutions for journeyer needs and complaints.
• Responsible for managing Mariana Tek (database software); manages and oversees class sign-in and attendance, sales and booking services. Keeps journeyer accounts accurate and up to date; manages membership contracts; cancellations and collects overdue accounts.
• Responsible for managing the reception desk: cultivates and builds community in all interactions through developing journeyer relationships; takes ownership of the journeyer experience; drives sales; has knowledge of the ship, all programming, promotions and sales.
• Responsible for overseeing and maintaining facility operations: regular circulation of all areas to ensure proper organization and cleanliness; front desk, change rooms, maintaining tea room, sauna + ice bath maintenance, washrooms and staff/storage room, laundry, retail and organizes lost-and-found items.
• Oversee and manage ongoing maintenance of specific equipment including ice baths, sauna and crew room equipment.
• Responsible for managing the reception desk: cultivates and builds community in all interactions through developing journeyer relationships; takes ownership of the journeyer experience; drives sales; has knowledge of all programming, promotions and sales