Job Title: General Manager- Full TimeKey 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 AccountabilitiesFinancial 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 timeframe
• Representing the Brand appropriately as defined by the SL Brand Standards
Sales Process Assistance• 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.
Benefits:We offer a competitive benefits package designed to support our employees both at work and in their everyday lives, including:
- Medical, dental, and vision insurance
- 401(k) retirement savings plan
- Paid time off and company holidays
- Company-paid and voluntary insurance benefits
- Employee assistance and wellness resources
- Professional development and growth opportunities
- Employee discounts and coworking benefits
A 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.
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.
