Happier People Management New York , NY 11251
Posted 7 days ago
The Role
The Community Manager for our cultural hub ensures a consistent and best-in-class experience for all Members & Guests. Overseeing the collection of intake data and the onboarding of Members will be a primary responsibility of the role. Management of amenity floors, service and team members. Furthermore, the role will recruit, train and manage Front of House Member Experience teams.
Reporting into the Director of Operations, the Community Manager proactively and graciously finds ways to embed and solve for hospitality in even the smallest of daily details. All of our teams are lean and operate with a mindset of “no task is too small and never say no to a guest.” The Community Manager must expect to manage through ambiguity and will need to problem solve for multiple areas of the business (sometimes simultaneously) while supporting their own administrative workload, team, and associated vendors.
The ideal candidate will quickly be able to adapt to the brand, values, and culture of the company, evoking passion and excitement for the process in all involved, while providing an upbeat and positive client and team experience. Because we are a small team, we all wear many hats and are happy to roll up our sleeves and lend a hand whenever needed. Can-do attitudes and respectful inclusive outlooks are greatly valued and expected of all team members.
Reports to: Director of Operations
Direct Reports:
Member Experience (Concierge) Team
Front of House Service Teams
Requirements:
The responsibilities listed below are indicative of the nature of the position and can be modified due to organizational changes, new business developments, or expansion of the position.
Membership Teams
· The Community Manager is responsible for directly supervising and over-seeing the membership department and supports the Director of Operations.
· Oversees Membership team onboarding of new members and tours of the facility
· Ensure you meet all new members where possible, explaining your role and allowing them to contact you if they choose
· Maintain a constant presence in members floor, being the ‘face’ of the house to members
· Take detailed notes of members wants and preferences and enter them into Nexudus CRM system
· Lead or oversee all new member introductions to the building to ensure understanding of benefits, offerings & the Happier culture
· Works in conjunction with the local membership team as needed on membership related initiatives
· Monitor & document any member/user resignations via personal contact
· Gather feedback about quality of service, facilities and member perceptions
· Work in tandem with the Events Team to conceptualize and run select events for members
Member Services
Collaborative, communicative, and a low ego leader, the Community Manager requires someone who is ready to:
Scheduling
Oversight of delivery of service
Coaching & Counseling
Maintain the critical back of house operations impacting Members’ amenities, meeting spaces, and flow of the building ensuring each detail promised to Members within these areas is delivered safely & securely.
Work with People & Culture to manage and promote a compliant, safe and efficient work environment for all Member Services teams.
Business-related member amenities management
Escalating any quality or performance issues of building technology (including but not limited to printers, internet and conferencing equipment) to IT or Facilities management
Supervising and supporting the organization and operations of the mail room
Conference Room management
Room flipping management and audit accordingly through Nexudus CRM
Floor management
Informing any needs to Housekeeping, Facilities and other associated departments
Scheduling, monitoring attendance, and training Business Services team
Reporting to leadership on a weekly basis to provide departmental overview and updates
Monthly departmental meeting with Community team members
Requirements
Minimum 2+ years in leadership roles preferred
An innate understanding and demonstrated ability with high-touch and consistent customer service
MUST have Experience in luxury hospitality and/or creative or experiential businesses is encouraged
You pride yourself on the ability to talk to anybody; you can turn any “No” into a “Yes!”
Ability to work long hours as business needed/ required
Able to lift up to 35lbs as needed
Flexible self-starter with attention to detail who is able to work in a fast-paced environment and support multiple projects at once
Team player with enthusiastic outlook and creative mind
Must exhibit the ability to plan, prioritize and demonstrate exceptional follow-up skills
Ability to prioritize and get things done in a rapidly changing environment
Strong attention to operational and administrative detail
Willing to learn new and exciting things
Benefits
Team Benefits:
The base pay range for this position is a salary range of $90,000 - $110,000 per year. The determination of what a specific employee in this job classification is paid within the range depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, etc.
Happier People Management