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General Manager
Location: Fitzrovia, London
Reports to: Chief Operating Officer
About The Drayton
The Drayton is a collection of luxury flexible workspaces / members clubs designed for ambitious businesses. We create beautifully designed workplaces supported by exceptional hospitality, combining the professionalism of a premium office with the warmth and service of a private members' club.
Every detail matters. From the presentation of our buildings to the experience our members receive each day, we are committed to delivering an environment that reflects the highest standards.
As we continue to grow, we're looking for people who share our passion for excellence, take genuine pride in their work and want to play a key role in shaping the future of The Drayton.
About the Role
We are looking for an experienced, commercially minded General Manager to take ownership of two of our London workspaces / private member clubs.
Based primarily at our flagship location, you will have full operational responsibility for the building while also overseeing a smaller sister building across the street, working closely with the Operations Assistant based there.
This is a hands-on leadership role. You won't be managing a large team, but you will be responsible for ensuring both buildings operate to exceptional standards by leading your direct report, managing external contractors and suppliers, and delivering an outstanding experience for every member.
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You'll have complete ownership of the day-to-day operation, continually looking for opportunities to improve standards, reduce costs and enhance the member experience.
Responsibilities
Building Operations
- Take full operational ownership of both buildings.
- Ensure both buildings are maintained to exceptional standards at all times.
- Conduct regular building audits and implement improvements.
- Ensure all communal areas, meeting rooms and facilities consistently meet company standards.
- Resolve operational issues quickly and effectively.
Team Leadership
- Manage and support the Operations Assistant
- Provide coaching, guidance and regular feedback.
- Ensure consistency of standards across both buildings.
- Support recruitment and onboarding where required.
- Foster a positive, accountable and service-led culture.
Member Experience
- Build strong relationships with members.
- Handle escalated complaints professionally.
- Ensure every visitor receives a five-star experience.
- Drive member engagement and retention.
- Continually look for ways to improve service delivery.
Supplier & Contractor Management
- Manage relationships with cleaners, maintenance contractors and specialist suppliers.
- Schedule preventative maintenance.
- Monitor contractor performance and service levels.
- Obtain competitive quotations for works.
- Ensure value for money across all supplier contracts.
- Supervise contractors whilst on site.
Health & Safety & Compliance
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- Ensure both buildings remain fully compliant.
- Complete regular compliance inspections.
- Coordinate statutory inspections and servicing.
- Maintain accurate compliance records.
- Work with external consultants where required.
- Ensure all remedial actions are completed promptly.
Financial Management
- Manage operational budgets.
- Approve expenditure within agreed limits.
- Identify opportunities for cost savings.
- Monitor supplier invoices.
- Assist with annual budgeting.
Commercial Performance
- Support occupancy and member retention.
- Work alongside the Sales team to ensure offices are viewing-ready.
- Identify opportunities to increase meeting room and ancillary revenue.
- Ensure vacant offices are presented to the highest standard.
What We're Looking For
Essential
- Experience managing commercial buildings, hospitality venues, serviced offices or flexible workspaces.
- Excellent organisational skills.
- Strong facilities management experience.
- Confident managing contractors and suppliers.
- Excellent communication skills.
- High attention to detail.
- Strong problem-solving ability.
- Ability to work independently and make decisions.
Desirable
- Experience within flexible workspace.
- Knowledge of statutory compliance.
Personal Attributes
- Exceptionally organised
- Calm under pressure
- Proactive
- Detail orientated
- Hands-on
- Professional
- Personable
- Takes ownership
- High standards
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