General Manager of Operations - Base, Commissions, & Bonus

About the role

Serendipity Labs offers upscale workplace communities to its members from a cross section of industries through 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 inspirational settings. 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.

Key Objectives

• Overall P&L responsibility including achieving revenue goals across all revenue lines and controlling costs.
• Increasing Membership and Meeting & Events (M&E) revenue by increasing brand awareness through networking, local promotion, and community outreach.
• Achieving excellent Net Promoter Scores (NPS) by delivering an excellent member experience driven by hospitality.
• Providing exceptional leadership to the Lab Team.

Responsibilities

Financial Performance

• Ensure successful financial performance as evaluated based on revenue and cost performance to budget and profitability of the lab through effective P&L management.
• Take necessary steps to ensure the Lab performs to budget by collaborating with 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 action plans for improvement.
• Review controllable lab-level costs and ensure performance to budget, alongside periodic review of pricing and service levels with local vendors to optimize margin performance.
• Maximize revenue from services by upselling and cross-selling to new and existing members.
• Maintain excellent knowledge of the local market, competition, lab offerings, pricing, and services.
• Review and process monthly invoicing/billing to ensure accuracy and follow up on delinquent accounts according to the AR process.

Marketing & Community

• Understand the locations offered within the Serendipity Labs network and articulate key differentiators.
• Drive brand awareness by acting as a brand champion through networking, building local partnerships, engaging broker relationships, and executing community outreach.
• Oversee the Lab Team’s execution of the Artist program, Member & Partnership Events, and social media content contributions.

Meeting & Events

• Generate leads and effectively manage the M&E pipeline.
• Lead the Lab Team to deliver an excellent end-to-end experience for M&E hosts and guests to encourage repeat business.
• Manage the M&E pipeline of leads and opportunities through diligent follow-up and CRM updates from lead inception to closed opportunity.
• Serve as a single point of contact for meeting and event customers.
• Ensure rooms are reserved in systems and that room time and services used are accurately billed.
• Create catering partnerships for quality food and beverage offerings.

Member Experience

• Responsible for the overall member experience from their first day until departure.
• Develop rapport with members to cultivate a warm, professional environment and sense of community.
• Be visible and always available to assist members.
• Resolve member issues and escalate when necessary.
• Ensure the team provides superior service and maintains visual and brand company standards 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 all areas of the lab are well-presented at all times.
• Ensure all operational systems are in working order and escalate issues for resolution in a reasonable timeframe.
• Represent the brand appropriately as defined by Serendipity Labs Brand Standards.
• Conduct tours of the lab according to brand standards.
• Relay pertinent and helpful sales information to the assigned salesperson.
• Assist with closing non-resident membership opportunities and meeting and event bookings.
• Enter all leads and opportunities in Salesforce and maintain them in real-time throughout the sales process.

Team Leadership

• Responsible for recruiting, induction, ongoing management, and development of lab team members, including support and training.
• Conduct regular team meetings to set priorities, communicate lab performance, and address upcoming deadlines.
• Provide an escalation point for the team and members at the lab for issues or questions.
• Manage the staff schedule and ensure compliance with variable hours budgets and overtime policies.
• Actively support the professional growth of Lab Team Members.

Requirements

• Minimum 2+ years of experience as a Team Leader in a hospitality-driven environment with proven P&L management experience.
• Entrepreneurial spirit and ability to run/own a business.
• Ability to consistently deliver a high level of customer service.
• Keen attention to detail and proactive support for team, members, and guests.
• Ability to lead, delegate, and hold team members accountable.
• Proven sales skills, including the ability to close M&E sales and meet sales targets.
• Demonstrated ability to build a book of business/pipeline through outreach, community/business engagement, and self-generation of leads.
• Exceptional communication skills for managing a team and conveying value to prospects and members.
• Excellent organizational skills, including the ability to prioritize and multitask.
• Ability to work under pressure with flexibility.
• Proficiency with CRM systems, preferably Salesforce.com.
• Good IT knowledge, including MS Outlook, Excel, Word, and PowerPoint.
• Experience in the hospitality/services business.
• Property management experience.
• Knowledge of business software and equipment.
• Business center/executive suite or hotel experience preferred.

Skills

Mental Requirements

• Reasoning, remembering, and mathematical ability.
• Appropriate verbal and written language skills.

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: Ability to express ideas clearly through spoken word.
• Repetitive motions: Substantial movements of wrists, hands, and fingers.
• Vision: Ability to see and read.
• Physical activities: Crouching, kneeling, standing, sitting, climbing, stooping, walking, pushing, pulling, and lifting.
• Ability to handle small tools such as a drill, hammer, screwdriver, etc.