Community Services Manager

WeWork   •  

Boston, MA

Industry: Information Services


5 - 7 years

Posted 372 days ago


• Establish a service oriented culture that drives value to WeWork members

• Plan, develop and maintain a successful, scalable cleaning program in the portfolio

• Follow through on guidelines to ensure that the highest degree of quality care is maintained in all buildings in the portfolio at all times

• Take the lead in making adjustments to Cleaning for continuous improvement

• Measure cleaning performance using developed KPI’s

• Successfully manage the operation of the Community Services department in accordance with federal, state, and local standards

• Support the WeLive initiative for operating standards, sense of arrival, reception, reservations, housekeeping process, and verifying SOP's for these systems


New locations opening

• Successfully launch the Community Services Associate program in all relevant new buildings in the portfolio

• Oversee the Cleaning function for new building openings

• Sign off on post-construction cleaning

• Set Ramp-up schedule to completion

• Train all cleaning teams

• Plan, organize and direct cleaning and other services staff’s work schedules to ensure the highest degree of member satisfaction

Day-to-day management

• Manage the daily activities to include appropriate cleaning of all offices, bathrooms, pantries and common areas.

• Execute the RFP process for Cleaning services in the portfolio as necessary

• Maintain cleaning vendor relationships as necessary

• Address recurring & high level members’ grievances

• Investigate missing cleaning equipment

• Closely monitor cleaning supplies management, purchases and assure adequate quantities

• Hold routine meetings with Community Management team

• Set Move-in day schedule to assure smooth transition and positive Member Experience

• Oversee the recruitment, scheduling and training of all new cleaning services staff

• Support the WeLive initiative by verifying SOP's for Housekeeping process

• Ensure that an efficient timekeeping and scheduling system is in place to notify the relevant teams of upcoming events

• Conduct spot-check inspections of offices and other areas to ensure that efficiency and cleanliness standards are consistently being maintained

Cost Center Management

• Identify areas of improvements in schedules and Procedures

• Identify anomalies in usage/charges

• Identify costs related to the different cleaning Tags

• Reconcile monthly invoices for review and sign off

• Assist in quarterly cost center analysis and metrics reporting for the Cleaning function

• Develop and implement plan of action to improve the cleaning services team’s operational efficiency; focus on building health, attractiveness and cleanliness


• Research new equipment

• Research new cleaning consumables & materials

• Regularly review and improve on cleaning procedures

• Develop special periodic cleaning procedures as needed


• Train and develop all necessary management and cleaning positions in the portfolio

• Develop and train on-standards for cleaning services in portfolio

• Implement and follow through on training material

• Create retraining schedules for the portfolio


• Bachelor’s Degree – Hospitality related degree or equivalent work experience required

• 5 plus years hospitality experience

• Proficient in Spanish (preferred)

• Extensive experience as Housekeeping executive in the hotel or hospitality industry

• Proven experience in Development and Training

• Documented experience managing a large team

• Ability to work with a large, diverse group of employees and suppliers

• Ability to meet goals in a changing environment and under pressure

• Self-starter - able to identify and execute work that needs to be done with minimal direction

• Expert presentation, management, and communication skills

• Above-average organization skills

• Courteous and professional

• Detail oriented - pays attention to details regarding processes and extra attention to special requests

• Ability to solve practical problems using reasoning skills Critical Competencies for Success

• Do’er:

• You do what you love!

• Credibility is earned at WeWork through execution and getting things done.

• You are able to get into the details and deliver results under highest expectations on time and quality.

• Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.

• Pragmatism and outcomes orientation are valued and lead to wins.

• Exceptional organizational and multitasking skills.

• You thrive in a fast-paced environment.

• Solution-centric:

• You have the flexibility to think outside the box.

• We don't do everything the traditional way, and are always looking to innovate and push the envelope.

• You have the ability to foresee and identify needs of the team.

• You take an innovator and creator’s approach to any issues that may arise.

• Collaborator:

• There is no room for “I” at WeWork. Every role and individual is in the organization to serve We.

• Builds trust across the organization by being a good listener and inclusively soliciting input.

• You are open to new and innovative solutions.

• You must present well and communicate clearly and effectively to upper management and internal departments.

• You’re willing to adjust course when appropriate new ideas or objections are raised.

• You love working with people!