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Community Associate

3 months ago

London, Greater London, United Kingdom x+why Full time

Community Associate

Reporting to:
General 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 Regional Operations Manager (ROM), General Manager (GM) and Community Manager (CM) in creating an environment where our members can thrive.


Location:
Marylebone, London. This role will be working across two of our sites in Marylebone.

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.

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 eg Microsoft Office suite

Use and maintenance of a CRM eg Office RnD and Hub Spot

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

**_ This job description