• Location
    • Los Angeles
  • Date Posted
  • Jul. 5, 2021
  • Function
  • Operations
  • Sector
  • Future Of Work

Key Responsibilities include:

A Profitable Operation

  • Knowledge of P&L as it relates to departments under supervision of the GM to seek savings where applicable
  • Manage Reception payroll and scheduling
  • Keep control of budgets for community events and member rituals
  • Manage event revenue opportunities, while maintaining the core focus of the business

Happy Members

  • Actively ensure all members receive the high-touch Second Home experience in the building and virtually through Slack communications.
  • Support GM and Facilities team to ensure the space is in good working condition and that member complaints are being recorded and responded to in a timely manner.
  • Manage the Reception team, and ensure members and guests are looked after in the best possible way.
  • Ensure a high score is achieved on the twice-yearly NPS survey of our members.
  • Oversee Second Home rituals and member events, ensuring they are delivered regularly and in line with brand guidelines
  • Participate in ‘on the rounds’ and record feedback on a regular basis
  • Make creative connections between members
  • Keep our Member Directory up to date
  • Keep our Master Member Calendar up to date

On Site Management

  • Daily Reception management
  • Recruit, retain and motivate effective Reception team
  • Support GM in ensuring the site is an example of operational excellence via: member experience, facilities, studio management, marketing / events
  • Work with Head of Trust & Safety and Facilities Manager to ensure the campus is safe & secure for members, visitors and staff
  • Work with our Facilities team to ensure the building is operating seamlessly
  • Oversee on-site space keeping to ensure the campus upholds its original design aesthetic and maintains architectural integrity
  • Support GM to manage the site to achieve the site KPIs, which are related to occupancy, revenue, NPS, and operational efficiency
  • If necessary, assist Membership team with giving tours
  • Oversee the successful production of onsite events, both private and part of our internal programming
  • Work with the GM to create new and refine existing SOPs to improve operational efficiency
  • Understand when it is appropriate to escalate an issue and how best to communicate those escalations

The ideal candidate will be:

  • Strategic and intelligent in thought and approach
  • Operational expert; Membership, Customer Service and Events – able to troubleshoot in all areas & manage specialist teams
  • Commercially & operationally driven with a growth mindset; a willingness to learn, and take both constructive criticism and advice
  • Politically astute; good at reading people and situations and an excellent communicator
  • Diplomatic and considered in management style
  • Confidence to challenge where necessary and present solutions rather than flag problems
  • Highly organized and detail-oriented. Productive in a fast-paced environment – able to multitask across departments.
  • Proactive and autonomous – excellent time management and able to deliver against deadlines
  • Creative with an eye for detail – ensuring all actions are executed in line with Second Home’s strong brand aesthetic

The ideal candidate will have:

  • 3 – 5+ years of experience as a client-facing operator in the hospitality, coworking or similar field
  • Ability to manage multiple teams of primarily non-exempt personnel
  • Basic understanding of California labor laws as related to the position and its direct reports
  • Appreciation for community and a desire to bring people together
  • Spanish speaking a big plus
  • Second Home provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any protected status in accordance with applicable federal, state, and local laws.  Second Home complies with applicable state and local laws governing nondiscrimination in employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Benefits:

  • Medical, Dental and Vision Plans
  • Generous Paid Vacation allowance
  • 401k