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Location Manager (Customer Service, Operations, Sales and Admin)
the Hive | Melbourne | Full-time | apply.workable.com |
The Hive is the largest network of flexible workspaces in Asia Pacific, spanning over 20 locations across 7 countries. Our job is to build, nurture and expand our community of professionals, and serve as a hub for connection and collaboration – for businesses at every stage.
Ready to take the next step in your career? Join the Hive’s dynamic team, and become a part of the community.
We are looking for an outgoing, hard-working leader to oversee and manage daily operations.
If you are passionate, energetic, and action-oriented with an entrepreneurial mindset, join us as we expand across Asia.
About The Role
A Location Manager is the driving force behind exceptional customer service and smooth-running operations within their space. As a leader, you will be in charge of conducting tours to ensure a consistently high occupancy rate and that all financial, administrative and operational duties run without a hitch.
Goals and Objectives
• Build and expand on your community of members at your location, by maintaining high-quality service and a high occupancy rate
• Oversee all daily operations of your location (frontdesk services, event planning, social media marketing of the space, etc)
• Create and oversee a well-connected community through internal and external events, networking and a personable attitude
• Manage finance-related tasks, such as invoices, purchases, bills, and petty cash
• Oversee all weekly and month end reports to ensure they are completed
• Train, guide and support new team members
Duties and Responsibilities
Member Experience and Community
• Drive weekly community initiatives designed to develop connections between members, such as member introductions, events and social media engagement
• Identify and solve member-related issues to help foster a collaborative community
• Identify opportunities, design, and implement guidelines and best practices to ensure the best member experience is always delivered
• Oversee events to ensure a good balance of different types to ensure a great experience for both Hive members and potential members who come to the space to attend
Business Development, Retention and Sales
• Work with the Country Manager and Sales Lead to ensure that your space maintains a 100% occupancy rate at all times
• Identify promising deals with potential members and ensure that your team provides informative, high-quality tours to drive membership sales
• Notify, manage and work alongside internal teams to ensure a high retention rate of current members
• Develop strategies to drive sales, increase revenue and interest for your location
• Ensure that all enquiries are followed up on, and that negotiations and closure is taking place
Finance and Administration
• Obtain and analyse P&L reports, and conduct variance analysis when required
• Prepare monthly Manager’s Report and share with relevant stakeholders internally
• Prepare monthly invoices and work collaboratively with the Finance Team
Building Operations and Management
• Work closely with Community Associates, manage move-ins and move-outs; ensuring that all new members are fully prepared and transitions run smoothly
• Manage all operations and maintenance of the space to ensure a consistently high quality experience for members
• Ensure all building receipts and documents are up-to-date and documented, providing internal teams with weekly and monthly reports
• Make suggestions to the Projects team regarding maintenance and improvements of the space
• Identify, followup and resolve any issues, such as cleaning, IT-related issues, electrical equipment and so forth
Team Management and Development
• Manage, inspire, support and guide your team to achieve goals
• Identify knowledge gaps, and train and/or arrange training with People Team when necessary
• Provide learning and development opportunities, and make recommendations to promote the best-performing Community Associates and Leads
• Hold one-on-one meetings with the People Team to track your team members’ individual performance on a monthly or quarterly basis
• Hold weekly team meetings to delegate, recognise achievements, encourage, and keep the team up-to-date with any process changes
Requirements
• University Degree holder is an advantage
• 2+ years experience in a sales, events, operations or customer service with 1+ year(s) experience in P&L management preferable
• Strong commercial acumen, customer service and sales experience
• Strong verbal and written communication skills
• Exceptional organisational and multitasking skills
• Strong understanding of startups, coworking, hospitality or knowledge in other relevant industries
• Passionate and curious about entrepreneurial communities and startups
• Demonstrate core values of integrity, dependability, self-awareness, excellent work ethic, and empathy for others around them
• Effectively handle pressure and problem solve
• Keen eye for detail and ability to take initiative
Critical competencies for success:
It’s all about the people! Working as a Location Manager means always being in tune with people’s needs and always having a customer-centric mindset. You’re meant for this role if you:
• are a practical, creative, fast-thinker who is comfortable thinking on their feet and aware that others are counting on you!
• are great at multitasking
• a natural-born charmer who is persuasive, logical and is able to think outside the box!
• an efficient communicator who is fearless when it comes to speaking up and making your voice heard – even with your superiors
• are able to translate trends into actionable ways that anticipate customer and market needs
• familiar with the startup ecosystem and up-to-date on daily happenings in your city
Benefits
The Hive is an equal-opportunity employer
Other benefits include marvelous weekly happy hours, discounts at various restaurants, gyms and events hosted by influential leaders or companies, and quite possibly with hard-work and dedication, becoming part-owner through our share-options programme.
Ready to take the next step in your career? Join the Hive’s dynamic team, and become a part of the community.
We are looking for an outgoing, hard-working leader to oversee and manage daily operations.
If you are passionate, energetic, and action-oriented with an entrepreneurial mindset, join us as we expand across Asia.
About The Role
A Location Manager is the driving force behind exceptional customer service and smooth-running operations within their space. As a leader, you will be in charge of conducting tours to ensure a consistently high occupancy rate and that all financial, administrative and operational duties run without a hitch.
Goals and Objectives
• Build and expand on your community of members at your location, by maintaining high-quality service and a high occupancy rate
• Oversee all daily operations of your location (frontdesk services, event planning, social media marketing of the space, etc)
• Create and oversee a well-connected community through internal and external events, networking and a personable attitude
• Manage finance-related tasks, such as invoices, purchases, bills, and petty cash
• Oversee all weekly and month end reports to ensure they are completed
• Train, guide and support new team members
Duties and Responsibilities
Member Experience and Community
• Drive weekly community initiatives designed to develop connections between members, such as member introductions, events and social media engagement
• Identify and solve member-related issues to help foster a collaborative community
• Identify opportunities, design, and implement guidelines and best practices to ensure the best member experience is always delivered
• Oversee events to ensure a good balance of different types to ensure a great experience for both Hive members and potential members who come to the space to attend
Business Development, Retention and Sales
• Work with the Country Manager and Sales Lead to ensure that your space maintains a 100% occupancy rate at all times
• Identify promising deals with potential members and ensure that your team provides informative, high-quality tours to drive membership sales
• Notify, manage and work alongside internal teams to ensure a high retention rate of current members
• Develop strategies to drive sales, increase revenue and interest for your location
• Ensure that all enquiries are followed up on, and that negotiations and closure is taking place
Finance and Administration
• Obtain and analyse P&L reports, and conduct variance analysis when required
• Prepare monthly Manager’s Report and share with relevant stakeholders internally
• Prepare monthly invoices and work collaboratively with the Finance Team
Building Operations and Management
• Work closely with Community Associates, manage move-ins and move-outs; ensuring that all new members are fully prepared and transitions run smoothly
• Manage all operations and maintenance of the space to ensure a consistently high quality experience for members
• Ensure all building receipts and documents are up-to-date and documented, providing internal teams with weekly and monthly reports
• Make suggestions to the Projects team regarding maintenance and improvements of the space
• Identify, followup and resolve any issues, such as cleaning, IT-related issues, electrical equipment and so forth
Team Management and Development
• Manage, inspire, support and guide your team to achieve goals
• Identify knowledge gaps, and train and/or arrange training with People Team when necessary
• Provide learning and development opportunities, and make recommendations to promote the best-performing Community Associates and Leads
• Hold one-on-one meetings with the People Team to track your team members’ individual performance on a monthly or quarterly basis
• Hold weekly team meetings to delegate, recognise achievements, encourage, and keep the team up-to-date with any process changes
Requirements
• University Degree holder is an advantage
• 2+ years experience in a sales, events, operations or customer service with 1+ year(s) experience in P&L management preferable
• Strong commercial acumen, customer service and sales experience
• Strong verbal and written communication skills
• Exceptional organisational and multitasking skills
• Strong understanding of startups, coworking, hospitality or knowledge in other relevant industries
• Passionate and curious about entrepreneurial communities and startups
• Demonstrate core values of integrity, dependability, self-awareness, excellent work ethic, and empathy for others around them
• Effectively handle pressure and problem solve
• Keen eye for detail and ability to take initiative
Critical competencies for success:
It’s all about the people! Working as a Location Manager means always being in tune with people’s needs and always having a customer-centric mindset. You’re meant for this role if you:
• are a practical, creative, fast-thinker who is comfortable thinking on their feet and aware that others are counting on you!
• are great at multitasking
• a natural-born charmer who is persuasive, logical and is able to think outside the box!
• an efficient communicator who is fearless when it comes to speaking up and making your voice heard – even with your superiors
• are able to translate trends into actionable ways that anticipate customer and market needs
• familiar with the startup ecosystem and up-to-date on daily happenings in your city
Benefits
The Hive is an equal-opportunity employer
Other benefits include marvelous weekly happy hours, discounts at various restaurants, gyms and events hosted by influential leaders or companies, and quite possibly with hard-work and dedication, becoming part-owner through our share-options programme.
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