General Manager - Base, Commissions, & Bonus

Serendipity Labs•Carmel, IN

About The Position

Serendipity Labs is seeking a full-time General Manager to lead a flexible workplace location and deliver a high-quality hospitality experience for members and guests. The role has overall P&L responsibility for the lab, including revenue generation and cost control across membership sales, event sales and delivery, marketing, and community outreach. The General Manager is accountable for increasing memberships and event and meeting-room reservations while meeting financial targets and profitability goals. The General Manager leads and develops the lab team, maintains a strong sales pipeline, and ensures that members receive attentive service and a sense of community throughout their time at the lab. The role also oversees day-to-day operations, brand standards, vendor and system issues, member onboarding, staffing schedules, and team training. This position requires hospitality or services experience, property management experience, proven P&L management, and the ability to build business through sales, outreach, and local relationships.

Requirements

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

Nice To Haves

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

Responsibilities

Manage overall lab P&L performance, including revenue, costs, and profitability, and meet monthly financial targets and quotas for memberships, event sales, additional services, and meeting-room bookings.
Review controllable location costs, monitor performance against budget, and periodically review vendor pricing and service levels to support margins.
Participate in business reviews, account for financial performance, and agree on actions to improve results.
Conduct lab tours in accordance with brand standards and use Salesforce in compliance with sales process SOPs.
Build and manage a sales pipeline by developing relationships with brokers, influencers, commercial real estate professionals, and local employers.
Communicate brand differentiators, work with marketing on prospect messaging and outreach, make cold calls, manage sales activity cadences, handle objections, issue proposals, and follow up on business opportunities.
Manage customer renewals to support retention at appropriate pricing and margins, and increase service revenue through upselling and cross-selling.
Maintain knowledge of the local market, competition, lab offerings, pricing, services, and locations across the Serendipity Labs network.
Build brand awareness through networking, local partnerships, broker relationships, and community outreach.
Oversee the Lab Team's execution of the Artist program, member and partnership events, and social media contributions; work with the RVP and Marketing to create location-specific promotions.
Manage the member experience from onboarding through departure, build rapport and community, remain visible and available, resolve member issues, and escalate issues when needed.
Ensure the team provides superior service and that visual and brand standards are maintained at the lab.
Approve vendor invoices in Sage, ensure agreements are signed and paid, and confirm member onboarding information is complete before access to offices or services is provided, in accordance with the onboarding SOP.
Oversee presentation of the lab and ensure operational systems are working; escalate issues for timely resolution.
Recruit, induct, manage, train, and develop lab team members; hold regular team meetings to communicate priorities, performance, and deadlines.
Provide an escalation point for lab team members and members, support team members' professional growth, and manage staff schedules in compliance with variable-hours budgets and overtime policies.