CAREERS AT NEIGHBOURGOOD

COMMUNITY
MANAGER

Start Date: TBC

Location: Cape Town

Salary: Market Related

Job Type: Permanent

JOB DESCRIPTION

Reports to: Hospitality Manager

To provide overall management, accountability, and direction for the operation of the location/s. To maintain location occupancy, control location operating costs and generate targeted location net operating income that meets or exceeds budget, with guidance and support from the EXCO and senior management team including the Asset Manager. Establishing and maintaining mutually beneficial relationships with members, contractors, service providers, management, and team members. Ensuring the location runs a full engagement, events and activations program to drive occupancy, retention and repeat memberships.

ROLE OVERVIEW

A Community Manager is a respected leader in the community setting an example for how people conduct themselves in and around the space. They are excellent at organizing and planning. They are punctual with good time management and good quick communication skills - Customers hate being in the dark, so the position requires over communication to make sure everyone knows the details. They lift staff morale when energy is low and drives team energy daily. The have hard but always respectful conversations with staff who are not performing. You are the leader of the teams on site and need to strike the balance of being there to support them and create a positive work environment but also hold them accountable. How you make people feel is not only true for customer service but for maintaining a high performing team. They love to serve. If your love of language isn't an act of service, this isn't the role for you. You should have a positive outlook on life but still realistic. A self-motivator and driver - your location team need you to be on it when they need the support. Be outcome driven and always focused on achieving an objective outcome. You should be someone who thrives on a busy and ever-changing workday.

RESPONSIBILITIES

  • To manage the annual budget of the locations within the budgeted income and expenditure allowances. This will be done with guidance and oversight from the EXCO and senior management team.

  • Implement operational changes to ensure that location objectives are met.

  • Manage, attend to, assign, and monitor tasks and duties on the company task tracking system (this is currently ASANA)

  • Completing weekly and monthly reports as required from head office.

  • Be the point of contact for all location issues or member communications. It is the Community Managers responsibility to maintain good relationships with all members.

  • Oversee the effective management and maintenance of each location and provide capital improvement recommendations to the Facilities manager and Hospitality manager.

  • Be responsible for the tasks to be performed in terms of a location take-on (applies to new Neighbourgood locations).

  • Establish new relationships with new members and maintain key member relationships.

  • Ensure quality member relations and resolve escalated issues.

  • Respond and attend to Community Complaint Form submissions requiring responses from senior management or EXCO within 48 hours (acknowledge receipt within 24 hours).

  • Ensure that key service provider relationships are maintained.

  • Ensure compliance to company policies and procedures and other applicable laws and regulations.

  • Work with the report line and team on issues involving the membership agreement and building compliance.

  • Oversee insurance claim processes are appropriately managed.

  • Respond to guest reviews and mitigate risk as far as possible. Escalate any serious matters to hospitality managers for resolution.

  • Provide ongoing supervision of direct reports, providing daily work direction, scheduling, performance evaluations and/or training.

  • Overseeing a team consisting of housekeeping, maintenance & security and assisting and advising them on performing their duties to the best of their ability and for the benefit of the company as a whole.

  • Interact with Head of Property Administration and Sales teams (new members) in order to be kept up to date regarding administration requirements for the members renewal, new membership or membership termination.

  • Work with Debtors team at head office to ensure outstanding accounts are collected on time.

  • Complete and maintain the locations Facilities Management Schedule including the tracking of important servicing dates or regular ongoing maintenance requirements.

  • Ensure Company policies and procedures are being adhered to.

  • Monitoring of the location’s communication channel, such as WhatsApp (if applicable).

  • Event member attendance report back once per month. Compilation of a quarterly community management report and presentation to EXCO including the following detail: Reporting on KPIS, community complaints, event programs and proposed additions.

QUALIFICATIONS & REQUIREMENTS

  • Bachelor's degree in Hospitality Management, Business Administration, or a related field.

  • Previous experience in a hospitality management or community management role is preferred.

  • Excellent communication and interpersonal skills to effectively engage with guests, staff, and partners.

  • Strong organizational and multitasking abilities to handle multiple priorities and deadlines.

  • Proactive problem-solving skills with the ability to make sound decisions under pressure.

  • Familiarity with hospitality software systems and online community management platforms.

  • A passion for delivering exceptional customer service and creating memorable guest experiences.

  • Knowledge of local attractions, events, and resources to assist guests effectively.

  • Flexibility to work evenings, weekends, and holidays as required by operational needs.

  • Fluency in additional languages is a plus.

APPLY NOW

careers@neighbourgood.co.za