Community Lead - Hospitality

WeWork

Posted Date 5/01/2018
Description

About the Role

  • Community Leads are integral to the member experience, sales performance and operational excellence of our WeWork locations.
  • Alongside other Community Leads and Community Associates, you will support the Community Manager of the location to enable our members to create their life’s work.
  • Community Leads in larger locations have a specialism majoring in either Hospitality, Sales or Operations, minoring in the other two disciplines. At smaller locations, Leads serve as generalists across all three disciplines.
  • In this role, you will serve as a generalist across Hospitality, Sales and Operations. You will be measured on your ability to achieve weekly and monthly member experience, building health, sales and retention targets, supported by Sales Leads, Facilities Leads and Events Leads who oversee a Portfolio of WeWork locations.
  • Our WeLearn learning platform will continually equip you with the skills and training to carry out your responsibilities

Key Responsibilities

Hospitality:

  • Plan and supervise educational, professional and personal development events based on members’ needs and requests
  • Develop relationships with members and proactively gather information on their needs to identify both WeWork and member services that could help them achieve their goals
  • Identify and execute opportunities to connect members with each other
  • Educate members on WeWork policies and procedures and encourage usage of wework.com and the member network app to address their needs
  • Resolve member complaints involving other members through neutral fact investigation, preparing recommendation for termination of membership when warranted
  • Prepare Incident reports for member complaints, accidents, thefts, property damage, trespass, contact with law enforcement and any other notable occurrences.
  • Make recommendations regarding best practices to your Community Manager for the benefit of the broader company, including but not limited to community management, sales, hospitality, operations, events and training

Sales:

  • Tour and sell space to new members by articulating WeWork’s value proposition and mission
  • Identify the needs of prospective and existing members and recommend tailored solutions responsive to their needs
  • Research prospective members in your tour pipeline and develop tailored sales pitches to meet their needs, ensuring all follow-up and closing requirements are addressed
  • Refer prospective or existing members to other locations based on their specific needs in order to meet shared Portfolio and Territory sales targets
  • Develop and implement lead generation and sales conversion strategies to maintain 100% occupancy in collaboration with the Community Manager
  • Connect with local organizations and attend networking events to promote WeWork’s community and identify potential members
  • Train the Community Associate at your location to give effective tours and sales pitches for those occasions when you are unavailable to tour
  • Prepare daily and weekly overviews of prospective members for rest of Community Team; share this information during Daily Stand Up and daily sales calls

Operations:

  • Manage the team of Community Service Associates at your location to ensure cleaning and pantry responsibilities are executed daily to the highest standard
  • Oversee the resolution of Zendesk tickets and maintenance projects to ensure the highest level of member experience
  • Conduct quality control walkthroughs to address immediate issues, pre-empt potential future issues and identify areas for improvement when required
  • Prepare building expense reports and budgets for Community Management review
  • Prepare the move-in and move-out schedules to minimize member issues
  • Prepare daily, weekly and/or monthly progress reports and identify areas for improvement
  • Support the Community Manager in making strategic decisions regarding the operational and financial performance of the location
  • Train the Community Associate at your location to conduct walkthroughs and prepare reports for those occasions when you are not able to do so

Experience & Requirements

  • Bachelor’s Degree or equivalent
  • 2+ years experience in sales, operations, or events, ideally in hospitality or retail with customer service focus
  • Fluent local language and understanding of local culture required
  • Financial literacy and business operations experience a plus
  • Experience managing individual contributors a plus
  • Excellent interpersonal and networking skills
  • Strong verbal and written communication skills
  • Strong organization skills with the ability to multitask projects through from start to finish
  • Passion and understanding for entrepreneurial communities

Critical Competencies for Success

Do’er:

  • You do what you love!
  • Credibility is earned at WeWork through execution and getting things done.
  • You get into the details and deliver results under highest expectations on time and quality.
  • Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.
  • Pragmatism and outcomes orientation are valued and lead to wins.
  • You thrive in a fast-paced environment.

Solution-centric:

  • You have the flexibility to think outside the box.
  • You have the ability to foresee and identify needs of the team.
  • You take an innovator and creator’s approach to any issues that may arise.

Collaborator:

  • There is no room for “I” at WeWork. Every role and individual is in the organization to serve We.
  • Builds trust across the organization by being a good listener and inclusively soliciting input.
  • You are open to new and innovative solutions.
  • You must present well and communicate clearly and effectively to upper management and internal departments.
  • You’re willing to adjust course when appropriate new ideas or objections are raised.
  • You love working with people!

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