Guest Services Manager

Hill Country Indoor • Bee Cave, TX

1d • $50,000 • Onsite

About The Position

Come join the team at HCI Sports & Fitness! As a premier sports and fitness center located in Bee Cave, we are seeking an experienced, dynamic, and service-focused leader to fill our Guest Services Manager role! This leadership position is responsible for leading their team with a focus on customer service, safety, cleanliness, and program-ready support across the facility, and is a key contributor on the HCI leadership team. About Us: At HCI Sports & Fitness, we’re more than a fitness and sports brand—we’re a movement. We empower our family-oriented community at all fitness levels to push limits, fuel performance, and live boldly through smart training and state-of-the-art spaces. From gym culture to group fitness to youth and adult sports, we pride ourselves on offering a clean, safe, and welcoming environment for everyone!

Requirements

• Availability for full-time, on-site employment including flexibility to work evenings and holidays, with a required schedule that includes at least one weekend day (Saturday or Sunday) each week
• Minimum of 1-3 years of experience in a management position leading and scheduling a team of 10+ employees
• 3+ years of customer service experience; experience in a sports or fitness facility a plus
• Bachelor’s degree preferred
• Strong time management and organization skills
• Effective computer skills; experience with facility management, CRM, or scheduling software preferred
• High expectations for the quality of your own work and the ability to operate as an independent leader who takes initiative to solve problems
• Excellent communication skills with the ability to listen carefully and respond professionally in tense or difficult situations
• Strong written communication skills with the ability to compose clear, professional, and concise messages
• Ability to quickly acquire and apply new knowledge and maintain a friendly, enthusiastic, and positive attitude

Responsibilities

• Oversee and manage the day-to-day staff operations of the Guest Services department, including hiring, promoting, training, disciplining, terminating, evaluating performance, and providing feedback that promotes professional development and cultivates a strong service culture
• Prepare and monitor weekly staff schedules including time-off requests, shift changes, and coverage scenarios
• Develop and maintain relationships with members and guests to ensure their needs are being met and any escalated issues are resolved and communicated effectively
• Establish and refine SOPs to ensure department efficiency, enhance the member and guest experience, support daily cleaning operations, and maintain quality service standards
• Lead the Guest Services team in delivering exceptional customer service by modeling professionalism, attentiveness, and proactive problem-solving
• Maintain facility safety by supporting department training and procedures related to controlled access, facility monitoring, company policy adherence, and emergency preparedness
• Coordinate with department leaders to ensure facility and program readiness each day
• Create a positive and productive work environment that supports staff success while maintaining compliance with facility and department policies
• Support HCI brand and operating standards throughout all functions and responsibilities
• And more…

Benefits

• Starting salary $50K+ depending on experience
• A flexible work schedule that accommodates programming and other facility events
• Competitive benefits including health, vision, dental, life, and disability insurance
• PTO and 10 paid holidays
• Complimentary family membership to HCI (currently $3,588 per year!)
• A fun, collaborative work environment on a great team

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees