General Manager - Base, Commissions, & Bonus

Serendipity Labs•Carmel, IN

6d•$75,000 - $85,000

About The Position

Serendipity Labs is seeking a full-time General Manager to lead a flexible workplace location serving members across a range of industries. The role combines financial and operational leadership, sales, marketing and community outreach, hospitality, and team development. The General Manager is accountable for the location’s overall performance, including revenue, costs, profitability, membership growth, event and meeting-room bookings, and delivery of a high-quality member experience. The General Manager builds and manages a sales pipeline, develops relationships with brokers and local businesses, and meets targets for memberships, events, meeting rooms, and additional services. They oversee local marketing and outreach, member onboarding and retention, vendor and facility operations, and the recruitment, scheduling, training, and ongoing development of the lab team. The position requires hospitality or services experience, property management experience, proven P&L and sales capability, and the ability to lead a team while maintaining brand and service standards.

Requirements

At least 2 years of experience as a team leader in a hospitality-driven environment.
Proven P&L management experience.
Experience working in the hospitality or services business.
Property management experience.
Entrepreneurial outlook and interest in running and owning a business.
Ability to consistently deliver a high level of customer service.
Attention to detail and a proactive approach in supporting the team, members, and guests.
Ability to lead and delegate while holding team members accountable.
Proven sales skills, including the ability to close meetings and events sales and meet sales targets.
Ability to build a book of business and pipeline through outreach, community and business engagement, and self-generated leads.
Exceptional written and verbal communication skills, including the ability to manage a team, give clear direction, and convey value to prospects and members.
Strong organizational skills, including prioritization and multitasking.
Ability to work under pressure and demonstrate flexibility.
Ability to use a standard CRM system daily; Salesforce.com is preferred.
Good IT knowledge, including Microsoft Outlook, Excel, Word, and PowerPoint.
Knowledge of business software and other business equipment.
Reasoning, memory, mathematics, and appropriate written and verbal language abilities.
Ability to handle workflow interruptions, receive written or oral instructions, work with a variety of individuals, listen and respond clearly, and communicate by telephone and in person.
Ability to perform repetitive wrist, hand, and finger movements; see and read; and crouch, kneel, stand, sit, climb, stoop, walk, push, pull, and lift.
Ability to handle small tools such as a drill, hammer, and screwdriver.

Nice To Haves

Business center or executive suite experience.
Hotel experience.
Salesforce.com experience.

Responsibilities

Manage the location’s overall P&L, revenue, costs, profitability, and performance against financial targets and monthly quotas.
Review financial performance, participate in business reviews, and agree on actions to improve results.
Monitor controllable location costs, budgets, pricing, and local vendor service levels to support margin performance.
Conduct tours of the lab in accordance with brand standards and use Salesforce in compliance with sales procedures.
Build and manage a sales pipeline through outreach and relationships with brokers, influencers, commercial real estate professionals, major local employers, and other prospects.
Work with marketing on prospect messaging and outreach; make cold calls, manage prospect activity, issue proposals, follow up on business needs, and handle sales objections.
Manage membership renewals and retention, and increase revenue by cross-selling and upselling services.
Understand the local market, competition, location offerings, pricing, and services, and communicate brand and network differentiators.
Build brand awareness through networking, local partnerships, broker relationships, and community outreach.
Oversee the team’s artist program, member and partnership events, and social media contributions; work with the RVP and Marketing on local promotions.
Manage the member experience from onboarding through departure, build rapport and community, assist members, resolve or escalate issues, and ensure the team delivers superior service.
Maintain the location’s visual presentation and brand standards.
Approve vendor invoices in Sage and ensure prompt payment and appropriate client rebilling.
Ensure agreements are signed and paid and onboarding information is complete before members access offices or services.
Oversee the presentation and operational readiness of all areas and systems at the lab, escalating issues for resolution.
Recruit, induct, manage, train, and develop lab team members; hold regular team meetings and provide a point of escalation for team and member questions.
Manage staff schedules and ensure compliance with variable-hours budgets and overtime policies.
Support the professional growth of lab team members.