Community Associate - Birmingham, United Kingdom - x+why
Description
Community Associate
Reporting to:
Area Operations Manager
Job Purpose:
To be the first/last point of contact for our members and guests, providing them a warm and welcoming experience.
To support the Area Operations Manager (AOM), Community Manager (CM) and Community Sales Manager (CSM) in creating an environment where our members can thrive.
The role:
As a
Community Associate, you'll be the face of x+why and have a strong presence on Front Desk. In this role you are responsible for all members and guests first (and last) experience of x+why. Our Community Associates are an integral and part of the day-to-day success of each x+why 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 AOM, CM and SCM to help a fun and inspiring environment in which our members can thrive. As a Community Associate you must be passionate about people, obsessed with organisation and in delivering a 5* customer service experience to everyone you meet.
You will deliver this by (responsibilities/duties):
Community/Members
- Provide a warm, friendly welcome to all members, guests, colleagues and external 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) and support the delivery of the Member Engagement Programme where needed.
- Responsible for the opening/closing (including any security measures) the Front Desk in line with SOPs
- Encourage member usage of member app and any other associate technology to increase member engagement
- Manage 'move in' administration for new members in line with SOP
- Checking in / out, Day pass and Flex Members
- Communicate guest and tour arrival to appropriate colleague/member
- Manage all internal and external/commercial meeting room bookings, ensuring you work closely with CSM on commercial event bookings
- Help CM maintain members portal and encourage member usage of member app and any other associate technology to increase member engagement
- Responsible for ordering supplies and incidental for socials and external events
- Replenishment of stock ordering (with CM) ie stock for honesty bar
- Responsible for uploading all orders and receipts to 'xero' liaising with finance department when needed
- Notify members of deliveries
- Alert CM / CSM and GM to any contracted works in the building
- Access pass handling and distribution for members
- Manage all member communication including the members newsletter, snapshot, and weekly updates including screens throughout your site.
- Assist with viewings/tours where/when required
Operations
- Support onboarding sessions for new members and ensuring security and health and safety information is clearly stated and understood by new members.
- Conduct morning walkthroughs escalating any recurring and new issues e.g. maintenance, to your GM
- Monitor building standards, coordinate building issues and report or escalate any operational issues (IT, FM, AV contractors etc)
- Ensure general tidiness of reception and communal areas,
- Check that all meeting rooms and phone booths are fit for purpose
- Capture sustainability data from members and building to be used in Impact reporting
- Cover team members' lunch breaks, sickness and annual leave
- Have full understanding of x+why policies, procedures and pledge ensuring members comply
- Covering team members' lunch breaks and leave where required
Person Specification
Category
Requirement
Essential or Desirable
Experience
Demonstrable customer facing/service (ideally with front desk/reception) experience
Prior experience of having worked in the co working, events, luxury retail and hospitality (including boutique hotel) and /or members club sectors.
E
E
D/E
Knowledge & Skills
Able to work effectively with computerised systems eg Microsoft Office suiteUse and maintenance of a CRM eg Office RnD and Hub SpotHigh 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
E
E
E
E
E
Personal Qualities
Self-motivated free thinker, with ability to work on own initiativeEntrepreneurial, high energy self
- starter, with ambition and a 'can do' attitude
Hands-on person who can hit the ground running and can react quickly
Flexible with the ability to work well under pressure
Team player
E
E
E
E
E
Motivation and Expectations
Interest in Mission driven business, Purpose, and sustainability
D/E
- This job description reflects the present requirements of the post and should not be seen as an exhaustive list of
More jobs from x+why
-
Community Host
London, United Kingdom - 2 weeks ago
-
Community Associate
Manchester, United Kingdom - 2 weeks ago
-
Head of Event Sales
London, United Kingdom - 2 weeks ago
-
Community Host
Manchester, United Kingdom - 3 weeks ago
-
Community Associate
London, United Kingdom - 1 week ago
-
Community Host
Manchester, United Kingdom - 2 weeks ago