Wework
hospitality
HospitalityOperationsManager
“Hospitality Operations Manager at Wework. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. Owner of the Member experience in each building in your portfolio. Ensuring we are meeting our member’s needs and our WeWork global standards and targets on member experience satisfaction”
What You'll Achieve.
Meeting our member’s needs; WeWork global standards and targets on member experience satisfaction; Member retention; Net Promoter Scores; Overall member satisfaction; Improve KPIs; Increase ancillary revenue
Industry & Context.
resolve issues; issues of complexity
Availability to work onsite
What They're Looking For.
Must Have
Bachelor's Degree in Tourism, Hospitality, Business or related, Proficient in English, 5+ years or equivalent experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related experience, Customer service experience required, 2+ years of management experience of leading a team made up of individual contributors, Availability to work onsite, Understanding and experience leading a team, Must have verbal and written communication skills, project management, and business operations experience
What You'll Do.
Owner of the Member experience in each building in your portfolio
Ensuring we are meeting our member’s needs and our WeWork global standards and targets on member experience satisfaction
Manage the relationship with key accounts within the multiple buildings you oversee
Ensure all accounts within your buildings have an assigned point of contact
Meet with members to resolve issues
process member terminations
and other issues of complexity
Serve as a point of escalation and be a final decision maker on WeWork policies and procedures to members
Monitor the Medallia escalation process to ensure alerts are being properly addressed
Implement building-specific plans to improve KPIs
Lead building site tours for VIPs as needed
Communicate and drive the success of business updates
and goals to the team
Ensure quality and upkeep expectations are being adhered to and SLAs for member submitted requests are being met
Hold the team accountable for general operational policies and standards
Engage with Landlords in conjunction with the Asset Director and Real Estate to handle any building-related escalations
Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution
Be accountable for building-level Opex in partnership with the Building Operations team
Conduct tours of the space for potential new members while sharing benefits tailored to their needs
Analyze cluster ancillary revenue data
drive initiatives to increase ancillary revenue in your cluster and partner with central teams on ancillary revenue driving projects
Oversee Community responsibilities for Member companies in buildings where Community is not present
Oversee and lead teams within your buildings to execute on their objectives as an individual and a team to reach business & member goals
Ensure teams have been trained thoroughly during the on-boarding process and have the tools necessary to succeed in their respective roles
Ensure your time is split appropriately between your buildings to make sure teams feel supported in their day-to-day activities
Support direct reports in the creation of a development plan
through ongoing tailored coaching and by meeting with them weekly in a one-on-one setting to deliver feedback
Support individuals to pursue meaningful growth opportunities
within the role and through promotion
Recognize positive performance as appropriate
Track performance of direct reports regularly and conduct performance management reviews in sync with WeWork’s People Calendar
Provide input to and set monthly
quarterly and yearly budgets
Review monthly building budget and result comprehensively for optimization
How You'll Work.
Team & Collaboration
Cross-functional coordination; Partner with central teams on ancillary revenue driving projects; Liaise with Sales and Account Management; Support direct reports in the creation of a development plan; Meet with them weekly in a one-on-one setting to deliver feedback; Collaborative spirit
Communication Scope
verbal and written communication skills
Process & Methodology
project management
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