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
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.