General Manager
Company: Serendipity Labs
Location: Charlotte
Posted on: October 8, 2024
Job Description:
About Serendipity Labs
Serendipity Labs offers upscale workplace communities to its
members from a cross section of industries through the superior
service delivery of flexible workplace offerings such as private
offices, team spaces, coworking memberships, and venues for events
and business meetings. With a growing national and international
network, our flexible membership plans allow Members to work, meet,
and innovate in our inspirational settings in urban and suburban
locations.
By building on hospitality and coworking industry experience,
Serendipity Labs understands how to exceed Member and Guest
expectations. We are looking for candidates who are passionate
about delivering upscale experiences and who want to run a business
within this high growth, fast-paced industry.
Job Title: General Manager of Operations - Full Time
Key Objectives:
- Overall P&L responsibility including achieving revenue
goals across all revenue lines and controlling costs.
- Increasing Membership and M&E revenue by increasing brand
awareness through networking, local promotion, and community
outreach.
- Achieving excellent NPS (Net Promoter Scores) by delivering an
excellent Member experience driven by hospitality.
- Provide exceptional leadership to the Lab Team.
Key Accountabilities
Financial Performance
- Successful financial performance as evaluated based on revenue
and cost performance to budget and profitability of the lab through
successful P&L management.
- Taking all necessary steps to ensure the Lab is performing to
Budget, by working effectively with the central marketing and sales
resources, and leading the Lab Team in local lead generation
efforts.
- Participate in Quarterly Business Reviews to account for
financial performance and create an action plan to improve
performance.
- Reviewing controllable lab level costs and ensuring performance
to budget alongside periodic review of pricing and service level
with local vendors to ensure the very best margin
performance.
- Maximize revenue from services by up and cross selling services
to new and existing members.
- Have an excellent knowledge of your local market, competition,
your lab, pricing and services offered.
- Review and process monthly invoicing/billing to ensure accuracy
and follow up with delinquent accounts according to the AR process,
escalating to the GM when necessary.
Marketing & Community:
- Have a good understanding of the locations offered within the
SL Network and be able to articulate and demonstrate key
differentiators.
- Drive brand awareness by acting as a brand champion when
networking, building local partnerships, engaging Broker
relationships, and executing community outreach.
- Oversee the Lab Team execution of Artist program, Member &
Partnership Events, and social media content contributions.
Meeting & Events
- Generating leads and effective management of the M&E
pipeline.
- Leading the Lab Team to deliver an excellent end to end
experience for M&E hosts and guests to encourage
business.
- Effective management of M&E pipeline of leads and
opportunities through diligent follow up and CRM updates from lead
inception to closed opportunity.
- Providing a single point of contact for meeting and event
customers.
- Ensuring rooms are reserved in the systems and room time and
services used are accurately billed for.
- Create catering partnerships for quality food and beverage
offerings.
Member Experience
- Responsible for the overall member experience from the member's
first day until the time they depart.
- Develop a rapport with Members to cultivate a warm professional
environment and sense of community.
- Be visible and always delighted to assist.
- Responsible for resolving member issues and escalating them
when needed.
- Instrumental in managing the overall member experience by
ensuring the team members provide superior service.
- Ensures that visual and brand company standards are delivered
and maintained at the lab.
Lab Operations
- Approve vendor invoices in Sage to ensure prompt payment and
correct rebilling to clients as appropriate.
- Ensure agreements are signed and paid, and Member onboarding
information is completed prior to allowing access to offices or
services, per the onboarding SOP.
- Oversee and ensure that all areas of the lab are well presented
at all times.
- Oversee and ensure that all operational systems are in working
order and escalate issues to resolve in a reasonable time
frame.
- Represent the Brand appropriately as defined by the SL Brand
Standards.
- Be able to conduct tours of the lab according to brand
standards.
- Relay pertinent and helpful sales information to the assigned
sales person.
- Assist with closing non-resident membership opportunities and
meeting and event bookings.
- Enter all Leads and Opportunities in Salesforce and maintain in
real time throughout the sales process.
Team
- Responsible for the recruiting, induction, ongoing management
and development of lab team members including support and ongoing
training.
- Conduct regular team meetings to set priorities, communicate
lab performance, upcoming deadlines.
- Provide an escalation point for the team and members at the lab
should they have issues or questions.
- Managing the staff schedule and ensuring compliance with
variable hours budgets and overtime policies.
- Actively supporting professional growth of Lab Team
Members.
Essential Knowledge, Skills, and Abilities:
- Minimum 2+ years of experience as a Team Leader in hospitality
driven environment and proven P&L management
experience.
- An entrepreneurial spirit/ability and keenness to run/own a
business.
- Ability to consistently deliver a high level of customer
service.
- A keen attention to detail and ability to be proactive in
support Team, Members, and Guests.
- The ability to lead and delegate while holding Team Members
accountable.
- Proven sales skills, the ability to close M&E sales, and
meet sales targets.
- Demonstrated ability to build a book of business/pipeline
through outreach and community/business engagement and the
self-generation of leads.
- Exceptional communication skills allowing you to manage a team
and give clear direction alongside conveying value and a strong
level of engagement to prospects and members.
- Excellent organizational skills including the ability to
prioritize and multitask.
- Ability to work with grace under pressure and demonstrate
flexibility.
- The ability to use a standard CRM system on a daily basis-
Salesforce.com preferred.
- Good IT knowledge including use of MS Outlook, Excel, Word and
PowerPoint.
Requirements:
- Experience in working in the Hospitality/Services
business.
- Property management experience.
- Knowledge of business software and other business
equipment.
- Business center/Executive Suite experience or hotel experience,
preferred.
Mental Requirements:
- Reasoning, remembering, mathematics, appropriate language
(verbal and written) ability.
Physical Requirements:
- Ability to handle interruptions to workflow.
- Ability to receive written or oral instructions.
- Ability to work with a variety of individuals.
- Ability to listen and respond clearly.
- Hearing - Ability to receive detailed information through oral
and telephone communication.
- Talking - Clearly expresses ideas by means of spoken
word.
- Repetitive Motions - Substantial movements of wrists, hands and
fingers.
- Vision - Ability to see and read.
- Crouching, kneeling, standing, sitting, climbing, stooping,
walking, pushing, pulling and lifting.
- Ability to handle small tools such as a drill, hammer,
screwdriver, etc.
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Keywords: Serendipity Labs, Rock Hill , General Manager, Executive , Charlotte, South Carolina
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