Location Manager
Location: Workshop17 - Western Cape
Salary bracket: 40,000 - 50,000 CTC
Job brief
In this role you will direct and coordinate activities of the Workshop17 location in Cape Town to maximize its full potential with a balanced focus on financial results, member satisfaction, staff performance and well-being, and operational excellence.
As a Location Manager, you will be responsible for the full running of the location, building a strong and vibrant community, ensuring optimal occupancy, efficiency and economy of operations, leading the local team to become the best they can be for our members, and keeping the facilities functioning well and in good condition.
You are someone who thrives in an ever-changing, fast-growing hospitality environment. You are business savvy with a good understanding of fundamental finance principles, you are also people-centric and passionate about fostering sustainable and impactful networks.
The Location Manager must be able to guide the employees to work as a well-functioning team. Therefore, the ideal candidate will be a team player and an effective leader, able to set examples and foster a climate of cooperation.
You will be supported in your role by your location team and by HQ professionals in Finance, HR, Marketing, Business Development, and ICT.
We are looking for someone with experience in hospitality as well as facilities management. The ideal candidate is hands-on and treats the location as his/her own business.
Working at Workshop17
Ready to join Africa’s #1 co-working space? Where individuals, teams and companies choose to work, meet and event. Our 7 unique South African locations in Johannesburg, Cape Town and Paarl offer our members a fully serviced flexible high-tech, co-working space, providing a platform for innovation, community, learning and culture.
Why work for us?
Besides being the best co-working place to work in Africa, we’re a dynamic and passionate team that works smart, in an energetic fast-paced culture of service, responsibility and creative problem-solving. Goal-orientated? Ambitious? We’re all about upskilling, learning and self-improvement. If you are a straight-talking, multi-tasking individual that’s all about customer service and can effortlessly handle heavy workloads and everyday glitches, we want you to be part of our growing team at Workshop17.
Other Perks
Company on-boarding and support.
Fantastic team dynamic.
Access to the latest, greatest tech.
Network with some of the biggest and brightest brains in SA.
Required Skills & Characteristics:
Energetic, friendly and ambitious professional.
Organized and thrives on managing multiple administrative and customer service related responsibilities.
Ability to deliver exceptional services despite heavy workloads.
Proactive, passionate and reliable problem-solver who thrives on providing exceptional member experiences.
Great team player
General scope of work: Community Management
Check-in with members regularly to understand where they are at, how their needs are evolving and how we can support them to make their lives easier and to thrive.
Build positive and strong connections with and between members. Organise ways for members to connect, fitting to the community in the location. Think of member meetups and other networking initiatives
Solve member issues and complaints. Keep members in the loop on the progress of this.
Ensure members are familiar with W17 systems, options and offers, and help them make the best use of this: from onboarding new members to continuous education and support.
Ensure our processes and systems are applied swiftly and correctly throughout the customer journey, from the first contact to after they leave W17. Keep member information on our platforms up to date.
Onboarding members in a welcoming and correct way.
Ensure correct off-boarding of members.
Support and enable team members to give the community the best service. Share information with the team.
Contribute to continuous improvement of W17's community management by sharing and implementing information and ideas within and across locations and the company.
Create monthly overviews and reports on the community: current and anticipated changes, member satisfaction.
Team management
Set clear expectations, give support to meet expectations, and give feedback to improve, for each team member.
Confront, discipline and manage performance where necessary.
Guide and support the development of each team member.
Support the well-being of each team member.
Stimulate and guide the team and create a positive team climate.
Set clear directions and expectations, give support and feedback on a team level.
Stimulate open and direct communication, sharing and feedback amongst team members.
Organise and facilitate team meetings to coordinate, share and improve.
Business development
Inbound: Deal with new leads via email, phone calls, walk-ins. Be the first point of contact for prospects and existing member renewals. Understand their needs and create compelling proposals using our systems.
Create and accommodate cross-function (event and workspace) and cross-locations referrals.
Ensure CRM lead pipeline is followed up on, leads updated, converted to a prospect on my.W17, and converted to membership accordingly.
Maintain oversight on location's occupancy rate and pricing rates in relation to the location's targets. Ensure that start and end dates of memberships are correct and updated and anticipate developments and member movements.
Supplier /Operator management
Proactively identify/manage quality service providers and implement standard operating procedures.
Build and maintain relationships with service providers on and off-site through regular interactions and scheduled meetings.
Ensure all service providers maintain a high level of service excellence through regular review and inspection of all work completed.
Service Excellence
Gather satisfaction and feedback data from members and clients regularly.
Provide services, assistance, and solutions that often exceed client expectations.
Facilities Management
Ensure that the fit-out and layout of the space stays beautiful, attuned and to members needs and in good condition.
Deal with maintenance and repairs of all elements in the location: building furniture, equipment.
Inspect facilities regularly and enforce strict compliance with Health and Safety standards.
Financial Management
Evaluate the site's financial performance against the budget and targets, and based on this propose ways to increase revenue and safe costs.
Check and compile monthly invoices for memberships and any other related financial transactions. Adhere to all financial procedures.
Debtor management in conjunction with Finance to ensure timely payments and avoid bad debt.
Set yearly budgets together with the Finance and Operations Manager, and manage budgets/expenses, analyse and interpret financial information.
Expense and cost control - ensure that all Approvalmax submissions are correct, raised and approved within a reasonable time period.
Ideal Qualifications/Experience
National Diploma or 3-year relevant degree.
5+ years relevant management experience.
Excellent communication and interpersonal Skills.
3 - 5 Years of experience in the co-working, shared office, and/or hospitality sector.
Strong written and verbal communication skills.
People management and mentorship experience.
Attention to detail, organized and thorough with a desire for continuous improvement.
Ability to clearly communicate with a diverse range of stakeholders within and outside the organisations.
Ability to handle multiple requests, work effectively in a fast-paced environment, and be responsive to customer requests/service issues.
Ability to navigate ambiguity in a rapidly changing environment and to oversee projects or implementation of national initiatives through to completion.
Workshop17 invites all interested persons to submit their applications to Jade Wichman cv@workshop17.co.za