Community Manager - WSA

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

• EDUCATION / TRAINING

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!”

PHYSICAL REQUIREMENTS

Ability to work long hours as business needed/ required

Able to lift up to 35lbs as needed

ADDITIONAL SKILLS

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:

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Free Food & Snacks
• Training & Development
• Team Member Referral Program - $250 for any referrals if your referral stays for 3 months, we are always looking for great candidates at fine dining places that have like-minded individuals. Please feel free to forward resumes.

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.