Job Description

Location: Workshop17 - Kloof Street
Benefits: Medical Aid and Provident Fund
Job Brief
In this role, you will direct and coordinate activities of the Workshop17 location in Cape Town - 32 Kloof Street, to maximise 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, Law, 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.
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 the community into 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 the 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.

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 and manage budgets/expenses, analyse and interpret financial information.
• Expense and cost control - ensure that all purchase order submissions are correct, raised and approved within a reasonable time period.

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, and provide 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, and 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-functional (event and workspace) and cross-location 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 the location's occupancy rate and pricing rates in relation to the location's targets. Ensure that the start and end dates of memberships are correct and updated, and anticipate developments and member movements.
• Collaborate and coordinate with the Business Development team to ensure optimal occupancy and a swift and professional journey from lead to onboarding and renewal.

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 stay beautiful, attuned to members' needs and in good condition.
• Deal with maintenance and repairs of all elements in the location: building furniture, equipment.
• Work closely with the Facilities Management team to ensure the site and all systems are in good condition and that repairs and maintenance are done timeousely.

Working at Workshop17
Ready to join Africa's #1 co-working space? Where individuals, teams and companies choose to work, meet and event. Our 14 unique locations across Johannesburg, Cape Town, Paarl, Ballito and Mauritius 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 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. Suppose you are a straight-talking, multi-tasking individual who's all about customer service and can effortlessly handle heavy workloads and everyday glitches. In that case, we want you to be part of our growing team at Workshop17.
Ideal Qualifications/Experience

• National Diploma or 3-year relevant degree.
• 2+ years of relevant management experience.
• Experience in the co-working, shared office, and/or hospitality sector.
• Experience managing complex P&Ls, reporting, as well as budgets and forecasting
• Strong written and verbal communication skills.
• Excellent Communication and Interpersonal Skills.
• Ability to communicate with diverse internal and external stakeholders.
• People management and mentorship experience.
• Attention to detail, organised and thorough with a desire for continuous improvement.
• Ability to handle multiple requests, be proactive and solution-focused, 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 the implementation of national initiatives through to completion.

Recruitment Process

• Shortlisted candidates will be required to submit an introductory video.
• First interview with the direct manager and HR Support.
• Shortlisted candidates from the first round of interviews will meet with our HR Manager and CEO.

Refuel Properties (Pty) Ltd