House Manager - WSA

The Role

The House 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 House 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 House 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 House 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 House Manager requires someone who is ready to:

•    Lead and motivate all member experience associates to include:

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.

•      Lend insights to develop SOPs and services as needs arise/change.

•      Guide, schedule and work with Operations and Member Experience teams to ensure that all Member Service responsibilities are fully coordinated with efforts to maintain and exceed Club standards.

•      Work with People & Culture to manage and promote a compliant, safe and efficient work environment for all Member Services teams.

•      Work in partnership with the Security team to ensure the safety and security of the overall building.

•      Business-related member amenities management

•      Ordering and inventory management of all business center amenities (i.e. paper, pens, water, coasters, supplies, etc.)

•      Escalating any quality or performance issues of building technology (including but not limited to printers, internet and conferencing equipment) to IT or Facilities management

•      Mail and Package management

•      Supervising and supporting the organization and operations of the mail room

•      Supervising and supporting the organization and operations of front of house housekeeping services

•      Conference Room management

•      Conference room opening, closing and restocking

•      Room flipping management and audit accordingly through Nexudus CRM

•      Cleanliness and on-time preparedness

•      Floor management

•      Conducting regular walk-thru and inspection of member areas (i.e. kitchenettes, soft seating areas, bathrooms)

•      Informing any needs to Housekeeping, Facilities and other associated departments

•      Member Experience Associates management

•      Scheduling, monitoring attendance, and training Business Services team

•      Holding team members accountable to daily, weekly and monthly assigned tasks

•      Reporting to leadership on a weekly basis to provide departmental overview and updates

•      Escalating any member complaints or questions to upper management when necessary

•      Monthly departmental meeting with House team members

•      Covering lunches, call outs for proper desk operation

Requirements

• EDUCATION / TRAINING

•      Minimum 2+ years in leadership roles preferred

•      Minimum 3+ years of experience in related Member-focused operational environment (may include front desk or broad Operations)

•      An innate understanding and demonstrated ability with high-touch and consistent customer service

•      Individuals with diverse educational and training backgrounds.

•      MUST have Experience in luxury hospitality and/or creative or experiential businesses is encouraged

•      Demonstrated strength in working alongside a range of backgrounds, skills, and professionals.

•      You pride yourself on the ability to talk to anybody; you can turn any “No” into a “Yes!”

•      Highly entrepreneurial, and able to adapt to changing priorities in a fast-paced environment; proven ability to execute in the face of competing priorities

PHYSICAL REQUIREMENTS

 •      Ability to work long hours as business needed/ required

•      Ability to maintain a flexible schedule

•      Able to lift up to 35lbs as needed

•      Able to stand for long periods of time as needed/required

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

•      Solid written and verbal communication skills

•      Team player with enthusiastic outlook and creative mind

•      Flexible with respect to the demands and hours needed in this role and be willing and able to work evenings and/or weekends to support the property team is a must

•      Must exhibit the ability to plan, prioritize and demonstrate exceptional follow-up skills 

•      Must be courteous, persuasive, client focused, professional and positive at all times

•      Ability to prioritize and get things done in a rapidly changing environment

•      Ability to be a leader with a desire to educate and empower team members and create accountability standards

•      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.