(Flexible Office) Community Host
Base Salary: £25,000
Location: Manchester
Start Date: Immediate / After Notice Period
Benefits: See Below
Our client is a purpose-driven flexible office / workspace provider with locations throughout London, NW England and the Midlands. Due to their unrelenting successes and nationwide growth plans, they are now seeking a Community Host for their Manchester location.
This company provides luxury ethical design-led and sustainable coworking offices, meeting, and event spaces for individuals, start-ups and SMEs with a social impact mission / business. In addition, they offer bespoke community wellness programmes tailored to the communities they are situated in.
BENEFITS INCLUDE:
25 days annual leave + all statutory annual holidays
2x paid charity / volunteer days per year
ESOP - Employee Stock Options
Discretionary Bonuses
Pension
Health Fund
EAP - Employee Assistance Programme
Cycle to work scheme
Gymflex membership
Tastecard
Perks at work
£30 Betterspace allowance
Employee Referral Scheme
Onsite fruit, snacks and drinks
Company-wide hangouts
REQUIRED / DESIRED EXPERIENCE:
Career Experience:
Demonstrable customer-facing / service (ideally with front desk/reception) experience
Prior experience working in either the co-working / serviced offices, events, high-end hospitality/retail and /or luxury hotel (including boutique hotels) or members club sectors.
Prior experience working in a start-up / SME / purpose-driven business would be beneficial
Knowledge & Skills:
Able to work effectively with computerised systems eg Microsoft Office suite
Use and maintenance of a Visitor Management System
High level of organisational skills with the ability to deal with conflicting priorities / deadlines in a fast-paced role/environment.
Strong customer care ethic and ability to build relationships at all levels
Motivations & Interests:
Interest in Mission-driven business, Purpose, and sustainability
THE ROLE OVERVIEW:
To be the first/last point of contact for our members, tenants, and guests, providing them with a warm and welcoming experience. To support the Area Operations Manager (AOM), and site teams in creating an environment where our members can thrive.
To build meaningful connections with members, tenants, and guests, giving them passionate above-and-beyond service.
As Community Host (CH), you'll be the face of the building and the company and have a strong presence at Front Desk.
In this role, you are responsible for all members, tenants, and guests' first (and last) experience of the building.
Our Community Hosts are an integral part of the day-to-day success of each company location and work within a cohesive team that is committed to providing exceptional service to members and guests. In this role, you will work alongside the Community Associate, Community Manager and Community Sales Manager daily and cultivate meaningful connections with all tenants and guests.
As a Community Host, you must be passionate about people, obsessed with organisation and in delivering a 5* customer service experience to everyone you meet.
KEY RESPONSIBILITIES:
Community / Members' Duties:
Provide a warm, friendly welcome to all tenants, guests, colleagues and visitors to the site
Consistently deliver a ‘members first’ service to meet/exceed service KPIs/standards to deliver member satisfaction (ensure a rapid and suitable response to all member queries and requests).
Ensure you are knowledgeable about all occupiers within the building, and strive to build positive relationships with key contacts within each
Liaise with occupier contacts to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
Record and maintain an occupier contact list for the building.
View challenges and complaints as an opportunity; seek to resolve the situation in a way that exceeds expectations, ensuring to escalate to your Community Manager where required
Act as a liaison between the Building Manager, Area Operations Manager and the tenants
Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information as required
Communicate guest and tour arrival to appropriate occupier contact.
Monitoring Front Desk email account
Respond to all enquiries via email/phone/in person (from tenants and external parties), including the booking of building amenities (car parking, building events)
Notify members of deliveries.
Operations:
Support onboarding sessions for new tenants and ensure security and health and safety information are clearly stated and understood by new tenants.
Ensure Health and Safety requirements within your remit are monitored, escalating where appropriate ensuring that you do not endanger yourself or others in your working environment
Conduct morning walkthroughs of the Front of House area, escalating any recurring and new issues e.g., maintenance, to your Building Manager
Monitor building standards, coordinate building issues and report or escalate any operational issues (IT, FM, AV contractors etc) (VMS, tea points, cleaning)
Manage relationships with Building Management, FM, IT etc.
Monitor the standards of cleanliness throughout the common parts and reception area and inform the appointed cleaning contractor where standards are not met
Monitor and maintain Front of House Amenities (tea points, bike storage)
Cover team members’ lunch breaks, sickness, and annual leave
Have a full understanding of company policies, procedures and pledges ensuring members comply