Report to: Community Manager, Executive Team
Direct reports: Experience Team Leads (ETLs) and Experience Team Members (ETMs)
Goals & Objectives
Our Community Leads are The Urban Hive's biggest cheerleaders, exuding warmth, enthusiasm, and professionalism, and are responsible for overseeing the day-to-day operations of Sacramento’s largest coworking community.
You will illustrate The Urban Hive’s core values, strive to achieve our mission, and lead the Community Experience team to achieve the following:
You will work to increase member happiness and decrease member turnover, building strong bonds with our members and understanding their business and their needs.
You will manage the relationships with the Member Experience Team and membership.
You will be responsible for the service and support of our membership community and will strive to always exceed their needs.
Maintain company standards and expectations
Duties & Responsibilities (include but not limited to):
Manager On Duty
All Community Leads share responsibilities as the Manager On Duty during many of their shifts, during which they are expected to:
Create a warm, happy, and welcoming environment
Ensure that guests are greeted with warmth and enthusiasm
Maintain Hive norms for the betterment of the community
Oversee the security of the space during your shifts, ensuring members and our property are safe and secure
Make sure you are aware of all events and meeting room bookings for the day-communicate to next shift any important details
Solve member related issues with professionalism and patience
Make sure kitchen is clean at all times and coffee/tea/water is always stocked
Oversee all Experience Team shift duties to ensure they are completed
Make sure that all phone calls are answered and calls are returned promptly
Notify Community Manager / Executive Team of any urgent needs immediately
Communicate with Property Manager when appropriate on emergencies that may arise (cc us)
Hospitality & Community Experience
Supervise METs, including recruitment and training.
Supervise member on-boarding, move-ins, and move-outs for quality experience
Make recommendations on any repairs, maintenance, replacement, purchases or updates required in your spaces, identifying and resolving issues presented, i.e. insufficient cleaning, repeating IT-related failures, malfunctioning conference room equipment, etc.
Oversee meeting room bookings, external and internal.
Recommend and implement on-boarding processes, making sure that members understand community norms and get connected to the broader community
Membership Growth & Engagement
Recommend, and implement rules, systems, guidelines, and best practices and programming for the community to optimize member engagement
When required, conduct tours and oversee timely lead follow up.
Keep CRM up to date and that all of your important interactions with leads and members are recorded
Ensure that our social media channels are appropriately posting our upcoming events (externally and internally), showing off our events as they happen, and celebrating our members and community
Convert outside bookings, event attendees, and guest check-ins into memberships
Oversee partner events to ensure there is a good balance of educational, member appreciation, and lead generating and sales-related events and to review for adequate procedural safeguards for the protection of members and company assets.
Analyze and report monthly on meeting room bookings and revenue and make recommendations to Executive Team to increase revenue
Traits you should exude:
Strong work ethic (the Art of the Hustle)
Calm under extraordinary and conflicting currents and winds
Positive, can-do, solutions-oriented attitude
Savant-level attention to detail
Passion for The Urban Hive and its values
Experience managing a small team towards quantifiable goals (office management, hospitality, retail management, etc)
Exceptional and agile written and communications styles, able to shift between 140 characters, blog-able start-up speak, and corporate communications
Ability to work evenings (events) and weekends (even cooler events!) as needed
Exceptional organizational and multitasking skills and an ability to prioritize and manage personal workflows and be flexible to shift as needs arise
Ability to work in multiple locations
Comfortable working in a fast-paced startup-type atmosphere (read: "hustle")
Excellent multi tasking abilities
Existing relationships with local business/innovation/technology community
Understanding of the start-up/innovation/technology landscape
Experience in restaurant, retail, hotel, or other hospitality management.
Audio/visual production experience
Black belt in spreadsheets
Graphic design experience