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 network of 30 labs nationally and a further 100 in the pipeline, our flexible membership plans allow Members to work, meet and innovate in our inspirational settings in urban and suburban locations across the country.

By building on hospitality and coworking industry experience, Serendipity Labs understands how to deliver on 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: Operations Manager – Full Time

Key Objectives:

• Oversight of the day to day running of lab operations
• Delivery of overall member experience and coordination with experience coordinators
• Development and management of a robust meeting and event business
• A contributor to the sense of community within the lab through events and outstanding customer service
• Contributing to revenue growth by being an active team member in the sales process
• Accurate use of systems and following of standard operational procedures to ensure the smooth running of the lab

Key Accountabilities:

Meeting and Events

• Creation of a pipeline of new and repeat meeting and event business from the local business community.
• Developing proposals and facilitating tours for meeting and event prospects.
• Creating partnerships with referral sources for meeting and events.
• Ownership of the service delivery for meeting and event bookings.
• 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.
• Liaison with catering partners for food and beverage orders and delivery.
• Ensuring the meeting and event is staffed and supported.
• Work with the EC team on meeting and event set up.

Marketing & Community:

• Plan at least 2 Lab events each month (educational, networking, building community) to foster community within the Lab.
  
• Partner with outside organizations to host monthly events (minimum 2 partnered events each month).
• Ownership of the lab social media presence and producing content for member newsletters.
• Ensure directory listings and other portals are being managed to deliver local leads.
• Ongoing promotion of brand awareness through your dealings with the business community.
• Develop strong referral relationships from local peers in businesses such as residential property management, hotels and other hospitality businesses.

Member Experience

• Assist 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
• Ensuring the lab opening and closing checklists have been completed and the lab is member ready at all times.
• Review and process monthly invoicing/billing ensuring bill accuracy and are able to follow up with delinquent accounts according to a standard process.
• Manage the stock levels and ordering of consumables ensuring to meet budget targets and keep costs under control.
• Process vendor invoices to ensure prompt payment and correct rebilling to clients as appropriate.
• Creating and managing member profiles in our member management system and assisting with new member onboarding.

Lab Operations

• Oversee and ensure that all areas of the lab are well presented at all times.
• Representing the Brand appropriately as defined by the SL Brand Standards
• Oversee and ensure that all operational systems are in working order and escalate outages/problems to the appropriate corporate contact and/or vendor and are resolved in a fair and reasonable timeframe.

Sales Process Assistance

• Be able to conduct tours of the lab for new prospects.
• Relay pertinent and helpful sales information to an assigned sales person.
• Assist with closing coworking and other non resident style memberships and meeting and event bookings.
• Update records in Salesforce.

Team

• Ensuring Experience Coordinators are fully trained.
• Work with Experience Coordinators on their customer service delivery.
• Be a constant resource for staff and answer any questions that may have.
• Make sure all staff is knowledgeable and capable of setting up AV for meetings/screenings.
• Actively pursuing personal growth and developing team members

Essential Knowledge, Skills, and Abilities:

1. Minimum 2-3 years of experience in a position relating to the delivery of hospitality (hotels, retail).
2. Having delivered a high level of customer service.
3. A keen attention to detail.
4. Minimum of 2 years of experience in leadership/management of a team.
5. The ability to lead and delegate whilst retaining accountability.
6. Excellent organizational skills including the ability to multitask.
7. Ability to work under pressure and demonstrate flexibility.
8. Good IT knowledge and the ability to learn and use systems.