About Serendipity Labs, Inc.
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.
Area General Manager - Full Time
Key Objectives :
- Overall P&L responsibility for all locations in your area. General responsibility for performance and success including M&E sales, membership sales, marketing and community outreach, local brand awareness, and Member satisfaction.
- Overall responsibility for the sales, marketing, management and operation of all area Labs in order to achieve strong membership levels, profitability and a memorable experience for our members each day.
This will be accomplished by :
Overall business performance of all area Labs, as measured by cash flow / profitability, KPIs, and Member NPS.Sales success by working with Area Sales Manager and VP of Sales. Holding the ASM accountable for lead generation and conversion.Working with Marketing to identify local marketing opportunities, by identifying both challenges and opportunities and creating local campaigns to leverage them.Networking - being a known and recognized face in the local business community.Motivate and develop your teams.Create a vibrant and warm culture for your teams and members.Generate M&E revenue : promoting high performance meetings, events, and receptionsMembership recruitment, curation, membership sales goals, revenue mix targets, renewal / conversion targetsMeet with prospects including off site meetings to sell meetings, events and memberships.Encourage and enable member participation / activity levels (SL and member hosted events, classes, outings, speakers, seminars)Community Involvement, Outreach and Interaction (Brokers, Corporations, schools, colleges, library, chamber, networking groups)Key Accountabilities
Financial Performance
Responsible for working with corporate departments and area Lab team to achieve financial targets and monthly quotas related to membership, event sales, additional services, and meeting room bookings.Financial performance shall be evaluated based on target revenue : Budget vs. Actual revenueWorking to achieve profitabilitySales & Marketing
Have an excellent knowledge of your local market, your lab, pricing and services offeredHave a good understanding of the locations offered within the SL portfolio (both company owned and franchise locations)Build and foster communicative relationships with online brokerage companies, local Residential / Commercial Real Estate Brokers and other referral sourcesEffectively respond to all incoming email and telephone leads in a timely and efficient manner.Competencies in CRM :
Add all leads to CRMUnderstand the qualifying process and timing for converting a lead through various stagesAdd memberships / services to opportunities and note pricing levelCreate follow up sales tasksKnow how to convert to a memberKnow how to close and mark a lead as deadGenerate basic reports to check on lead statusCreate & use templates to send emails, Agreements and follow upsCreate and amend agreementsEnsure CRM is updated to ensure reports will be accurate when printedConduct Experience tours for potential membersUpdate and keep price book current based on then current market pricingCreate proposals based on potential member requirements using the SL standard cover templateEnsure member service requirements are understood in advanceFinalize details and prepare Agreements based on member requirements and follow up until closedEnsure the agreement has been signed and payment has been made by new members prior to allowing them access to offices or servicesEnsure renewals are processed and new rates updated where necessaryAttend local events through affiliations and networking groups to enhance business opportunities and create brand awarenessResearch local competition to ensure competitive and achievable membership ratesBe well versed on the SL Labs competitive differentiatorsMember Experience
Responsible for the overall member experience from the members first day until the time they depart.Be visible and always delighted to assistResponsible for resolving member issues and escalating them when neededInstrumental in managing the overall member experience by ensuring the team members provide superior serviceLab Operations
Oversee and ensure that all areas of the lab are well presented at all timesOversee and ensure that all operational systems are in working order and escalate outages / problems to the appropriate corporate contact and / or vendorOversee monthly invoice reports so you are aware of any delinquent member accounts.Together with the Experience Coordinator, approve vendor invoices to ensure prompt payment and correct rebilling to clients as appropriateIn conjunction with the Experience Coordinator, pursue any members with overdue accountsAlong with the Experience Coordinator, report on any problem member debts to VP and accountingEnsure agreement has been signed and payment has been made by new members prior to allowing them access to offices or servicesTeam
Responsible for the recruiting, induction, management and development of lab team members including support and ongoing training specific to job rolesConduct 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.Ensure a smooth communication flow regarding any SL issues, new member specifications or any other matters that are relevant for team membersConduct annual team member reviewsEssential Knowledge, Skills, and Abilities :
Minimum 3 years of experience as a Team Leader in hospitality driven environment and proven P&L management experience. Minimum 1 year of multi-location leadership experience.Proven salesAn 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 :
Reasoning, remembering, mathematics, appropriate language (written and verbal) ability.Support and interact with members, visitors and lab staffHearing - 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 Plan80 % Paid Medical, Dental, Vision (Yearly Open Enrollment)50% Paid Short-Term and Long-Term DisabilityFlexible Spending Account (FSA) and Health Savings Account (HSA) which allows you to set aside pre-tax dollars to pay for qualified expensesPaid Parental Leave Policy401K -through TriNet & Empower Retirement ServicesEmployee Assistance Program (EAP)Commuter BenefitsStaff Discounts via TriNet Marketplace on hotel rates, car rentals and moreGenerous Paid Time Off, Sick Time and company paid holidaysEducational 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 ProgramA review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to follow any other job-related instructions and to perform any other job-related duties requested by their team leader.
Requirements are representative of minimum levels of knowledge, skills and / or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an at will employment relationship.
Employment is contingent upon successful completion of all applicable pre-employment screenings, conducted in compliance with local, state, and federal laws.
Serendipity Labs is an equal opportunity employer.
