General Manager - Serendipity Labs

About Serendipity Labs

Serendipity Labs offers upscale workplace communities to its members from a cross section of industries. It does so

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 ensuring 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 members 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

• Representing 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:

1) Minimum 2+ years of experience as a Team Leader in hospitality driven environment and proven P&L
management experience.

2) An entrepreneurial spirit/ability and keenness to run/own a business.

3) Ability to consistently deliver a high level of customer service.

4) A keen attention to detail and ability to be proactive in support Team, Members, and Guests.

5) The ability to lead and delegate while holding Team Members accountable.

6) Proven sales skills, the ability to close M&E sales, and meet sales targets.

7) Demonstrated ability to build a book of business/pipeline through outreach and community/business
engagement and the self-generation of leads.

8) 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.

9) Excellent organizational skills including the ability to prioritize and multitask.

10) Ability to work with grace under pressure and demonstrate flexibility.

11) The ability to use a standard CRM system on a daily basis– Salesforce.com preferred.

12) 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.