Operations Coordinator

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. 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.

Responsibilities

• Marketing & Community
  • Lead artist partnerships including: reaching out/vetting potential artists, generating social media marketing for artist receptions, overseeing install/deinstall, organizing and executing artist receptions.
  • Plan two Lab Member events each month to foster community within the Lab.
  • Partner with outside organizations to host 2-6 monthly events to engage the community and promote brand awareness.
  • Contribute lab social media content to central marketing and produce content for member newsletters.
  • Provide lab tours when the General Manager is not available.
• Member Experience
  • Assist with staffing reception during lab business hours as needed.
  • Be visible and always delighted to assist members and guests.
  • Resolve member issues and escalate them when needed.
  • Serve as the first line of defense for IT issues and basic troubleshooting.
  • Ensure customers have a positive user experience with all member-based systems (e.g., meeting room AV usage, WiFi, and printing solutions).
• Lab Operations
  • Ensure lab opening and closing checklists are completed and the lab is member-ready at all times.
  • Review and process monthly invoicing/billing for accuracy and assist with follow-up on delinquent accounts.
  • Manage stock levels and ordering of consumables while mindful of budget targets and controlling costs.
  • Create and maintain complete Member profiles in the member management system with all necessary information and documentation.
  • Facilitate new member onboarding and orientation.
  • 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.
• Meetings & Events
  • Own the service delivery for meeting and event bookings.
  • Ensure rooms are reserved in systems and room time/services used are accurately billed.
  • Support the Area GM, GM of Ops, or LM in coordinating catering for meetings and events.
  • Work with the EC team on meeting and event set-up.
• Team Leadership
  • Ensure Experience Coordinators are fully trained on lab operations and providing excellent customer service.
  • Coach ECs when they have questions or need additional training/support.
  • Actively support the professional growth of Experience Coordinators.
  • Lead and delegate while holding team members accountable.

Requirements

• Minimum 1-2 years of experience as a Team Leader in a hospitality-driven environment (hotels, retail).
• Ability to consistently deliver a high level of customer service.
• Keen attention to detail and proactive support of team, members, and guests.
• Excellent organizational skills, including the ability to prioritize and multitask.
• Ability to work gracefully under pressure and demonstrate flexibility.
• Good basic IT knowledge and the ability to learn, use, and troubleshoot systems.
• Reasoning, remembering, mathematics, and appropriate language (written and verbal) ability.
• Ability to support and interact with members, visitors, and lab staff.
• Hearing – Ability to receive detailed information through oral and telephone communication.
• Talking – Ability to clearly express ideas by means of spoken word.
• Ability to sit, stand, type, and view a computer screen for extended periods (includes repetitive motions and vision).
• Ability to perform low-impact physical tasks, such as use of stairs, stooping, walking, pushing, pulling, and lifting.

Benefits

• Up to $1,000 in bonuses per quarter.
• 80% paid medical, dental, and vision (yearly open enrollment).
• 50% paid short-term and long-term disability.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Paid parental leave policy.
• 401K through TriNet & Empower Retirement Services.
• Employee Assistance Program (EAP).
• Commuter benefits.
• Staff discounts via TriNet Marketplace on hotel rates, car rentals, and more.
• Generous paid time off, sick time, and company-paid holidays.
• Educational Assistance Program (tuition reimbursement).
• Employee Referral Program.

Employment is contingent upon successful completion of all applicable pre-employment screenings, conducted in compliance with local, state, and federal laws.