Community Host - London, United Kingdom - x+why

x+why

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Advert

Com

munity

Host:

One**
Great Cumberland Place

Reporting to:
General Manager

Location:
One Great Cumberland Place, London

Job Purpose:

To be the first/last point of contact for our tenants and guests, providing them a warm and welcoming experience.

To support the General Manager (GM), and site team (Community Manager, Community Associate) in creating an environment where our members can thrive.

To build meaningful connections with 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 GM 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 and colleagues to the site
Greet and assist guests with a professional and friendly demeanour, ensuring a positive first impression
Issue guest passes and maintain a logbook, coordinating with building security to ensure building safety
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).
Provide bespoke and anticipatory concierge services to tenants and guests, catering to individual needs and requirements
Offer assistance and support where necessary booking reservations, travel arrangements, and local recommendations.
Record and maintain a Concierge logbook, listing out recommendations and services in the area e.g., travel, food, drink, health and beauty, entertainment.
Foster strong relationships with tenants, ensuring their needs are met and concerns are addressed promptly
Act as first point of contact for tenant enquiries, requests and feedback
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, General Manager and the tenants
Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools 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
Monitor building access, alongside building security, ensuring only authorised individuals enter the premises
Conduct morning walkthroughs of Front of House area, escalating any recurring and new issues e.g., maintenance, to the 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.

Experience

Essential or Desirable?
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 t