Meeting & Event Operations Manager

Key Accountabilities

• 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.
• Effective and speedy responses to leads, giving a great tour, and creating detailed proposals for prospects.
• 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.
• Marketing & Community
• Lead artist partnerships including, reaching out/vetting potential artists, curate installation/removal, and organizing/executing/marketing artist reception.
• Plan 2 Member events each month to foster community within the Lab.
• Plan and host 2-6 partnership events each month with outside organizations to increase brand awareness.
• Contribute social content to Central Marketing and oversee EC’s production member newsletters.
• Act as a brand champion when networking with other local businesses and the community to generate brand awareness.
• Member Experience
• Absentee assistance with the staffing of reception during lab opening hours as needed.
• Be visible and always delighted to assist.
• Responsible for resolving member issues and escalating them when needed.
• Develop a rapport with Members to cultivate a warm professional environment and sense of community.
• Lab Operations
• Ensuring the lab opening and closing checklists are completed and the lab is member ready at all times.
• 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.
• Manage the stock levels and ordering of consumables according to budget targets/controlling costs.
• Create/maintain complete Member profiles in Office RND.
• Facilitate new member onboarding/orientation.
• Oversee and ensure that all areas of the lab are well presented at all times.
• Ensure that all operational systems are in working order and report issues to quickly resolve.
• Sales Process Assistance
• 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.
• Team Management
• Ensuring Experience Coordinators are fully trained on Lab operations and providing excellent customer service to Members and Guests.
• Be a coach for EC’s when they have questions or are in need of additional training/support.
• Actively supporting professional growth of Experience Coordinators.

Essential Knowledge, Skills, and Abilities

• Minimum 1-2 years of experience as a Team Leader in a hospitality driven environment (hotels, retail).
• Able 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.
• Excellent organizational skills including the ability to prioritize and multitask.
• Ability to work with grace under pressure and demonstrate flexibility.
• Good basic IT knowledge and the ability to learn, use, and troubleshoot systems.

Requirements

• Reasoning, remembering, mathematics, appropriate language (written and verbal) ability.
• Support and interact with members, visitors and lab staff.
• Hearing – Ability to receive detailed information through oral and telephone communication.
• Talking – Clearly expresses ideas by means of spoken word.
• Ability to sit, stand, type and view a computer screen for extended periods of time (covers repetitive motions and vision).
• Ability to perform low impact physical tasks, such as use of stairs, stooping, walking, pushing, pulling, and lifting. Regular usage of stairs if required at the location.

Perks & Benefits

• 10% Quarterly Bonus Plan
• Commission Potential
• 80% Paid Medical, Dental, Vision (Yearly Open Enrollment)
• 50% Paid Short-Term and Long-Term Disability
• Flexible Spending Account (FSA) and Health Savings Account (HSA) which allows you to set aside pre-tax dollars to pay for qualified expenses
• Paid Parental Leave Policy
• 401K
• Employee Assistance Program (EAP)
• Commuter Benefits
• Generous Paid Time Off, Sick Time and company paid holidays
• Education Assistance Program - Serendipity Labs encourages career advancement and provides resources for our employees looking to further their education in the form of tuition reimbursement.
• Employee Referral Program