WeWork in 2016 was at full velocity — pioneering coworking on a global scale and expanding faster than its operational infrastructure could support. I came in as Director of Hospitality Services to bring structure to the member services function across all New York locations.
The work was organizational: staffing properties to metric, recruiting and training teams for new openings and expansions, and renegotiating contracts with union and non-union third-party providers to reduce cleaning expense through payroll optimization and product substitution. The most meaningful structural change was shifting the centralized management of the member services role to the property level — putting accountability where the guest experience actually happened.
A short engagement, but a formative one in understanding how hospitality principles translate into non-traditional environments at scale.