About Serendipity Labs, Inc.

Serendipity Labs Coworking offers upscale workplace communities to Members from a cross section of i 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
• 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:

1. Overall business performance of all area Labs, as measured by cash flow/profitability, KPIs, and Member NPS.

2. Sales success by working with Area Sales Manager and VP of Sales. Holding the ASM accountable for
lead generation and conversion.

3. Working with Marketing to identify local marketing opportunities, by identifying both challenges and
opportunities and creating local campaigns to leverage them.

4. Networking - being a known and recognized face in the local business community.

5. Motivate and develop your teams.

6. Create a vibrant and warm culture for your teams and members.

7. Generate M&E revenue: promoting high performance meetings, events, and receptions

8. Membership recruitment, curation, membership sales goals, revenue mix targets, renewal/ conversion
targets

9. Meet with prospects including off site meetings to sell meetings, events and memberships.

10. Encourage and enable member participation/activity levels (SL and member hosted events, classes,
outings, speakers, seminars)

11. 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 revenue
• Working to achieve profitability
Sales & Marketing
• Have an excellent knowledge of your local market, your lab, pricing and services offered
• Have 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 sources
• Effectively respond to all incoming email and telephone leads in a timely and efficient manner.

Competencies in CRM:
• Add all leads to CRM
• Understand the qualifying process and timing for converting a lead through various stages
• Add memberships/services to opportunities and note pricing level
• Create follow up sales tasks
• Know how to convert to a member
• Know how to close and mark a lead as dead
• Generate basic reports to check on lead status
• Create & use templates to send emails, Agreements and follow ups
• Create and amend agreements
• Ensure CRM is updated to ensure reports will be accurate when printed
• Conduct Experience tours for potential members
• Update and keep price book current based on then current market pricing
• Create proposals based on potential member requirements using the SL standard cover template
• Ensure member service requirements are understood in advance
• Finalize details and prepare Agreements based on member requirements and follow up until closed
• Ensure the agreement has been signed and payment has been made by new members prior to allowing
them access to offices or services
• Ensure renewals are processed and new rates updated where necessary
• Attend local events through affiliations and networking groups to enhance business opportunities
and create brand awareness
• Research local competition to ensure competitive and achievable membership rates
• Be well versed on the SL Labs competitive differentiators

Member Experience:
• Responsible for the overall member experience from the members first day until the time they depart.
• 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

Lab Operations:
• 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
outages/problems to the appropriate corporate contact and/or vendor
• Oversee 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 appropriate
• In conjunction with the Experience Coordinator, pursue any members with overdue accounts
• Along with the Experience Coordinator, report on any “problem” member debts to VP and
accounting
• Ensure agreement has been signed and payment has been made by new members prior to allowing
them access to offices or services

Team:
• Responsible for the recruiting, induction, management and development of lab team members including
support and ongoing training specific to job roles
• 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.
• Ensure a smooth communication flow regarding any SL issues, new member specifications or any other
matters that are relevant for team members
• Conduct annual team member reviews

Essential Knowledge, Skills, and Abilities:
1. 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.
2. Proven sales
3. An entrepreneurial spirit/ability and keenness to run/own a business.
4. Ability to consistently deliver a high level of customerservice.
5. A keen attention to detail and ability to be proactive in support Team, Members, and Guests.
6. The ability to lead and delegate while holding Team Members accountable.
7. Proven sales skills, the ability to close M&E sales, and meet sales targets.
8. Demonstrated ability to build a book of business/pipeline through outreach and community/business
engagement and the self-generation of leads.
9. 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 10. Excellent organizational skills including the ability to prioritize and multitask.
11. Ability to work with grace under pressure and demonstrate flexibility.
12. The ability to use a standard CRM system on a daily basis– Salesforce.com preferred.
13. 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 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 expressesideas by means ofspoken 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.

https://serendipity-labs.breezy.hr/p/e153410970fc-area-general-manager/apply?popup=true