Job Overview

The Lead Steward is responsible for managing multiple customer service aspects of the business. As Lead Steward, they are responsible for welcoming and checking in journeyers 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 Lead Steward role is of crucial importance to the overall experience of the journeyers and to supporting the crew and community at Othership.

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

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.
• 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, First Mate, Partnerships Manager & Social Media Manager to help support in events management and special promotions.
• Weekly reporting to Ship Captain and First Mate; customer service needs, client account issues, sales reports, crew updates, cleaning support needs including; regular inventory reporting, studio maintenance issues and any operational needs.
• Responsible for managing all customer service needs: checking in journeyers, answers multitudes of phone calls, email inquiries, engages in our discord channels, client relationship development and offers solutions for customer 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 overseeing and maintaining facility cleanliness and operations: regular circulation of all areas to ensure proper organization and cleanliness; front desk, common areas, cleaning & maintaining tea room, sauna, ice bath maintenance, washrooms and staff/storage room, laundry and retail and deals with lost-and-found items. Key holder responsibilities.
• 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.

Physical Requirements

• Able to work on your feet for 8 hours.
• Able to move, pull carry or lift 20 pounds.
• Must be able to kneel, bend, reach, climb and stand for long durations of time.