Community Host - Manchester, United Kingdom - x+why

x+why

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Community Host

Reporting to:

Community Manager/Senior Community Manager/Area Operations Manager (AOM)

Job Purpose:

To be the first/last point of contact for our members, tenants, and guests, providing them 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.

The role:

As a
Community Host, you'll be the face of the building and x+why and have a strong presence on 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 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 CA, CM and CSM 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.

You will deliver this by (responsibilities/duties):

Community/Members

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 prebook visitors, and assist with tailored prearrival confirmation information and prearrival 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.
Notify members of deliveries.

Operations

Support onboarding sessions for new tenants and ensuring security and health and safety information is 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 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 full understanding of x+why policies, procedures and pledge ensuring members comply.

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.

Prior experience of working in a start-up/SME and /or purpose driven business.

E

E

D/E

Knowledge & Skills

Able to work effectively with computerised systems e.g., 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.

Fluent and written spoken English.

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 initiative.

Entrepreneurial, 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