Front of House Coordinator (Community Associate) - London Central (City/West End)

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Ref: 4053 Date Posted: Monday 23 Oct 2023

Community Associate for a B Corp Certified business – London based Whitechapel) 


DiSRUPT Agency are partnering with a luxury brand offering stunning commercial spaces for companies to work and enjoy themselves, they host company events, networking opportunities and a high-end location to socialise and work remotely.

The Community Associate will be the face of the site and you will have a strong presence on Front Desk. In this role you are responsible for all members and guests first (and last) experience of the building. The Community Associates are an integral part of the day-to-day success of each location and work within a cohesive team that is committed to providing exceptional service to members and guests.

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:

  • 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 opening/closing (including any security measures) the Front Desk in line with SOPs
  • Encourage 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 SCM on commercial event bookings
  • Help the Community Manager 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) i.e., stock for honesty bar
  • Responsible for uploading all orders and receipts to ‘xero’ liaising with finance department when needed
  • Monitoring Front Desk email account
  • Respond to all enquiries via email/phone/in person (from members and external parties).
  • Notify members of deliveries
  • Alert management team 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
  • 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
  • Monitor building standards, coordinate building issues and report or escalate any operational issues
  • Ensure general tidiness of reception and communal areas,

Skills & Personality:

  • 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.
  • Able to work effectively with computerised systems e.g. Microsoft Office suite
  • Use and maintenance of a CRM e.g. 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

What you’ll get:

  • 25 days annual leave plus bank holidays
  • Access to Betterspace, a mental health platform founded to give people the freedom to choose the best way to look after their mental health at work.
  • 2 working days each year to volunteer for a charity
  • Perks you choose through Lumina - from the Cycle to Work Scheme and gym membership, to medicash and additional pension contributions
  • Membership to all of our work and clubspaces - meaning you will always have an amazing space from which to work
  • Unlimited free coffee, tea and fresh fruit, plus a monthly lunch for the team in each site.
  • Every employee receives a hard copy of our book, plus training on how to talk about it's contents from author, Richard Johnson
  • Annual all-company meet-ups, and bi-annual regional meet-ups, as well as site-specific events and socials
  • Personal development plan
  • Values-driven culture

Our client cultivates a culture of action and look for passionate, kind, and collaborative people to join their ship.