General Manager - Bonus, Commission, Competitive Benefits

Serendipity Labs - Nashville, TN

Full-time - Mid Level

Nashville, TN

Real Estate

About the position

The General Manager of Operations at Serendipity Labs is responsible for overseeing the overall financial performance, member experience, and operational efficiency of the lab. This role involves managing P&L, increasing membership and event revenue, and ensuring exceptional service delivery to members and guests. The General Manager will lead the lab team, drive brand awareness, and cultivate a strong community environment while maintaining high operational standards.

Responsibilities

• Overall P&L responsibility including achieving revenue goals and controlling costs.
• Increasing Membership and M&E revenue through networking and community outreach.
• Achieving excellent NPS by delivering an exceptional Member experience.
• Providing exceptional leadership to the Lab Team.
• Participating in Quarterly Business Reviews to account for financial performance.
• Reviewing controllable lab level costs and ensuring performance to budget.
• Maximizing revenue from services by up and cross selling to members.
• Driving brand awareness and acting as a brand champion.
• Overseeing execution of events and social media contributions.
• Generating leads and managing the M&E pipeline effectively.
• Ensuring excellent end-to-end experience for M&E hosts and guests.
• Developing rapport with Members to cultivate a warm professional environment.
• Resolving member issues and ensuring superior service delivery.
• Approving vendor invoices and ensuring prompt payment.
• Overseeing lab presentation and operational systems.
• Conducting tours of the lab according to brand standards.
• Recruiting, managing, and developing lab team members.

Requirements

• Minimum 2+ years of experience as a Team Leader in a hospitality-driven environment.
• Proven P&L management experience.
• Ability to consistently deliver a high level of customer service.
• Keen attention to detail and proactive support for Team, Members, and Guests.
• Ability to lead and delegate while holding Team Members accountable.
• Proven sales skills and ability to meet sales targets.
• Demonstrated ability to build a book of business through outreach and engagement.
• Exceptional communication skills for team management and member engagement.
• Excellent organizational skills with the ability to prioritize and multitask.
• Ability to work with grace under pressure and demonstrate flexibility.
• Experience using a standard CRM system, preferably Salesforce.com.
• Good IT knowledge including MS Outlook, Excel, Word, and PowerPoint.

Nice-to-haves

• Property management experience.
• Business center/Executive Suite experience or hotel experience.

Benefits

• Flexible workplace offerings
• Upscale workplace communities
• Networking opportunities
• Professional development opportunities