Carlos Hernandez
Brunswick East
Summary
Highly driven General Manager successful in implementing strategic approaches to drive business revenue growth and lead large multiskilled talent to sucess. Skilled at leading, motivating, training, and developing large teams to drive profitability in highly competitive environments. As a service-oriented individual, I have a strong drive in project and facilities management, as well as a customer-centric focus. With over 8 years of experience in the real estate and property industry, I excel in streamlining business processes and possess exceptional planning and problem-solving abilities. My focus is on maximizing resource utilization to support scalable operations, ultimately increasing bottom-line profitability. With my passionate, genuine, and hardworking nature, I have consistently led any business I am involved with to great success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
General Manager
Hybrid Real Estate
Melbourne, Australia
10.2023 - Current
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
Area Manager, Flexible Solutions, ANZ
JLL
Melbourne
04.2022 - 10.2023
- Manage Centre project plan from the initial preparation through to pre-opening signoff
- Oversee the pre-opening sales and marketing
campaign for all new FLEX Centres. - Oversee the FLEX Centers Operations, Marketing and Sales strategies to drive financial performance.
- Report financial performance of the P&L for FLEX Centers and provide accurate accounting reports of Centre targets and KPIs, ensuring the FLEX Centers are driving maximum profitability for landlords, within agreed operational and performance constraints.
- Lead the development of FLEX Center's business plans and operating budgets and
maintain oversight of FLEX finances and operational performance. - Lead a team of Centre Managers , Community Managers ,and Concierges toward effective
collaboration and attainment of goals. - Oversee the recruitment all preferred candidate Centre Manager, Community manager and Concierge roles for FLEX Centres.
- Onboard and train Centre staff in all pertinent areas such as Operations, Marketing, Finance and Sales to preform their roles successfully as well as continue to track performance and evaluate progress.
- Implemented training initiatives to coach staff on best practices and protocols for enhanced profitability.
- Implemented new processes and procedures tactfully and passionately.
General Manager
FLEX Workspaces by Hickory Group
Southbank
05.2021 - 03.2022
- Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
- Delivered exceptional client experiences through hands-on leadership of internal stake holders and associates.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Designed sales and service strategies to improve revenue and retention.
- Developed employee handbook, detailed job descriptions and workflow plans to formalize operational systems and procedures.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Strengthened product branding initiatives and maximized outreach by overseeing acquisitions, events and business development.
- Tracked monthly sales to generate reports for business development planning.
- Delivered and implemented engagement, diversity and cultural programs using robust reporting tools to improve productivity and enhance staff morale.
- Diminished financial discrepancies by monitoring quotes, production and material planning and bank reconciliations.
Commercial Property Manager
Hickory Group
Southbank
11.2019 - 05.2021
- Manage day-to-day activities involving tenants, subcontractors and property management.
- Collect and maintained careful records of rental payments.
- Inspected grounds, facilities and equipment to determine repair and maintenance needs.
- Oversaw daily operations, maintenance and administration of various properties.
- Show tenants around property, highlighting features and redirecting concerns to capture interest.
- Manage routine maintenance and emergency response services provided by contractors and vendors.
- Manage overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
- Foster good working relationships with owners, tenants and board members.
- Manage day-to-day operations for a 10.000 sqm A grade property with 1000 occupants.
- Implemented business strategies to maximize tenant satisfaction and reduce vacancies.
- and works for all tenancy levels.
- Regularly updated asset management staff regarding leasing and property status.
- Manage all fit out approval processes and liaise between construction manager and tenant during build-out phase of tenant suite.
- Prepare detailed annual budgets and reports on financial conditions of a10.000 sqm A grade property.
- Coordinated base build improvements in compliance with lease agreements to ensure timely completion, tenant acceptance, occupancy and rent commencement.
- Prepare and negotiate HOA and lease agreements for new tenants
Community Lead
WeWork
Melbourne
01.2019 - 11.2019
- Ensure Zendesk tickets and maintenance projects are being resolved in a timely manner to ensure the highest level of member experience.
- Address day-to-day landlord issues including coordinating and managing building access as necessary.
- Oversee the daily ordering and receipt of product from vendors
Prepare building expense reports and budgets. - Organize the move-in and move-out schedules to minimize member issues.
- Conduct periodic review and revision of base building documents
- Responsible for making strategic decisions regarding the operational and financial performance and process optimization of the location
- Support the touring of new members when required.
- Connect with local organizations and attend networking events to promote WeWork’s community and identify potential members.
- Develop relationships with members and proactively gather information on their needs to identify both WeWork and member services that could help them achieve their goals.
Workspace Coordinator
The GPT Group
Melbourne
07.2017 - 01.2019
- General management of the Space&Co. venue, with a focus on ensuring proactive communication with members and guests.
- Building member engagement and retention at the 530 Collins venue by providing exceptional member management. Received the second of two GPT Group ‘Raise the Bar’ value awards for my performance in this aspect of the role.
- Acting as the primary point of contact for all members with responsibility for addressing any issues in a timely and sensitive manner.
- Planning and hosting regular member engagement activities and events.
- Providing the management team with feedback on client drivers and concerns.
- Managing the presentation of the 530 Collins venue and ensuring it was always of a premium standard.
Education
Bachelor of Economics - Economics
WeWork’sGran Mariscal De Ayacucho
Venezuela 07.2011
Skills
- Customer retention
- Project scope and management
- Facilities management
- Fit out Management
- Vendor relationships management
- Business operations optimization
- Operations policy/program development
- Cross-functional team management
- Budgeting skills and financial records analysis
- P&L and Capex management
- Complex project negotiations
- Advanced skills in Gmail and Google Drive
- Advanced skills in Microsoft Office and Outlook
- Advanced skills in Sales Force - Sales & CRMs platforms
- Advanced skills in Workday
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Property Asset Management Essentials 2020 (Property Council of Australia)
- Certificate III Hospitality 2015 (TAFE SYDNEY NSW)
Timeline
General Manager
Hybrid Real Estate
10.2023 - Current
Area Manager, Flexible Solutions, ANZ
JLL
04.2022 - 10.2023
General Manager
FLEX Workspaces by Hickory Group
05.2021 - 03.2022
Commercial Property Manager
Hickory Group
11.2019 - 05.2021
Community Lead
WeWork
01.2019 - 11.2019
Workspace Coordinator
The GPT Group
07.2017 - 01.2019
Bachelor of Economics - Economics
WeWork’sGran Mariscal De Ayacucho
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