Director of Operations - NeueHouse

NeueHouse is a work and social club where creatives and thought leaders gather and connect. Our community of members aligns in their ambition to live a creative life, supported by an elevated experience bringing work and social together through iconic buildings, timeless design, thought-provoking cultural programming, and gracious hospitality. NeueHouse: Home of the New.

NeueHouse currently operates across three different, but equally iconic, properties in New York City and Los Angeles:

• Our Madison Square (MSQ) House is situated in New York’s iconic Flatiron District, was previously home for Tepper Galleries, a well-known Manhattan auction house for international artists and collectors in the 1930s – and neighbors the 69th Regiment Armory where the first International Exhibition of Modern Art was held.
• Our Hollywood House (HWD), which sits on Sunset Boulevard, is one of LA’s most celebrated buildings and occupies the original CBS Studio (the world’s first structure built intentionally for broadcast). Here genre defining artists from Orson Wells and Lucille Ball to Janis Joplin, the Beach Boys, and Bob Dylan built their legacy.
• Our Venice Beach House (VB) was once the creative home to some of the most influential creative luminaries in art and entertainment including Hal Ashby, Oliver Stone, and David Hockney, NeueHouse Venice Beach is a new work, social, and cultural hub for the Venice creative community.

The Director of Operations is responsible for architecting and caretaking daily operations ensuring member, guest, and team experience run as smoothly and as efficiently as possible in support. Working in tandem with multiple property level teams, the Director of Ops reports to the property General Manager.

Requirements

The role requires someone who is ready to:

• Develop and support key strategic and operational initiatives in partnership with peer Directors for all functions including Operations, F&B, Facilities, Membership, Events & Programming, Marketing & Sales, IT & A/V, etc.
• Execute and develop policies, procedures, and systems for all teams in support of GM and AGM
• Conduct and participate in regular departmental meetings sessions to ensure the highest level of member and guest experience.
• Lead cross-functional project management and implementation.
• Troubleshoot issues effectively and commercially, balance aesthetic & brand considerations, with viable commercial and long-term solutions and member satisfaction.
• Have a constant presence on the floor; Aid in the development and coaching of staff members by being an example as a leader on the floor. Regularly practice zone management to ensure staff, members and guests are supported in the day-to-day, restaurant, and during private events. Weekdays and weekend as necessary.

Management of Front Desk + Membership

• Manage a cohesive team of employees and subcontractors dedicated to delivering an exceptional guest experience.
• Meet with members and discuss service experience on a regular basis, connect members with each other when appropriate in support of DMM, respond to member issues and inquiries, as needed.
• Assume the leading role in pre and post-stay inspections, ensuring the immaculate condition of the property before guest arrival and after departure.
• Promptly address and resolve any guest-related issues, aiming to exceed guest expectations at every step.
• Oversee the supply inventory, ensuring the consistent availability of essential supplies across all properties.

Member Services

• Oversee mail room processes, including the seamless delivery, storage and maintenance of member mail and packages; ensure all associated teams are clear on these processes and SOPs
• Manage bookings for members across all conference rooms while keeping high level of attention to any/all ancillary services or support required by those booking (specific AV/IT or FB requests)
• Work with MEAs to develop solid sales techniques for increase room rental rates by members and ensure that there are consistent reminders to members about F+B offerings for conference room bookings

Membership Sales + Onboarding

• Strategize with the Membership Directors to achieve KPIs, which are related to membership occupancy, revenue, and operational efficiency
• Work directly with Membership Development team to support and qualify any organic, incoming inquiries for membership at Hollywood, including following up with potential members, conducting and triaging sales calls, and developing creative strategies to support membership acquisition
• Support new member onboarding by coordinating welcome SOP for new members, conducting 30/60/90-day check-ins with new members, and creating consistent feedback between members and the NH HWD team to ensure immediate + appropriate follow-up
  Financial:

• Maintain key attention on our financial commitments and budgets to align with operational expenses.
• Develop action plans to support operational improvements which focus on optimizing profit, maximizing margins, and promoting exceptional experience(s) for Member, guest, staff.
• Weekly/monthly checkbook oversight and accountability for departments of focus.
• Assist in the preparation of the annual budgeting and monthly forecasting processes based on each department overseen to make recommendations or changes for the benefit of the operation. Facilities

Operations:

• Work closely with Facilities Team and property engineers to ensure all areas are maintained to ensure orderliness, safety, and health standards compliance.
• Continuously guide the successful integration of the facilities department into all departments.
• Oversee, and develop where needed, a preventative maintenance plan to include tracking of maintenance lists and repairs.
• Support and guide the Facilities team to guarantee the House at all times exceed standards in the areas of cleanliness, tidiness, organization, and repair.
• Responsible for vendor management, ensuring each team completes regular audits, and that cost comparisons and negotiations are conducted.
• Responsible for the management and scheduling (as needed) of all third-party contractors.

Security + Operations:

• Work closely with Security team to ensure all security process to include emergency procedures are in order as well as safety standards compliance.
• Continuously guide the security team to maximize coverage and maintaining strict allocated Budgets.

• Oversee, and develop where needed, coach, counsel as necessary and maintain a well-informed team with the upmost service standards.
• Ensure coverage of the house when load ins take place and or events over the weekend, while securing all assets and house entrances.
• Additional oversight on all private events and programming to ensure optimal member and guest’s service. (Evenings and or weekends included)

People:

• As an extension of GM & AGM you will recruit, retain, and motivate an effective team.
• Influence and inspire a dynamic workforce.
• Explain house needs to; rely on, work with, clear the path for, and set expectations for all team members at NeueHouse.
• Successfully manage people to achieve performance goals.
• Possess excellent people management skills including resolving conflict, communication, coaching and developing others, promoting teamwork, and performance management.
• Be prepared to shift priorities and rebalance a portfolio of work as business needs change.
  
  
  
  Diversity & Representation:
  NeueHouse is committed to building and supporting inclusive and representative communities, long-term career opportunities and extends Equal Employment Opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Benefits

Salary range; $95,000 - $115,000 USD per year

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Paid Family + Caregiver Leave
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources