We are looking for a detail-oriented, multi-tasking, and hospitable self-starter to help manage Firmspace Austin's professional workplace for our business professionals. As the part-time Member Experience Associate, you will be responsible for extending superior customer service to our members and their guests. Your responsibilities include handling front desk reception and hospitality while supporting the location's Member Experience team in the day-to-day operations of the space.
Goals and Objectives
Support the Member Experience Manager to achieve the following:
Create a welcoming and collaborative community environment amongst our members by building relationships via daily interactions, events and other hospitality-driven measures.
Be a 'face of Firmspace,' providing members with a polished, professional reception experience and exceptional customer service, that accurately represents the Firmspace brand.
Ensure that Firmspace is fully operational and processes are running smoothly.
Reports to the Member Experience Manager in your location (on-site supervisor) and Director of Member Experience (administrative supervisor) overseeing your location.
Duties and Responsibilities Reception & Hospitality Management
Cover the front desk, serving as the primary point of contact for members and visitors to the space.
Provide reception services in a professional manner: answer front desk phone, redirect calls, greet guests, receive packages, notify members of guests/deliveries, etc.
Assist members with conference room requests and support; reset conference rooms to accommodate reservation schedule.
Order and coordinate weekly member meals and other events as needed.
Provide outstanding customer service (aka "a white glove member experience").
Develop and maintain relationships with members.
Resolve member-related issues and requests in a timely fashion.
Assist in facilitating community initiatives to enhance connections between members, including member introductions, member portal activity, event support, email and print communications.
Actively provide ideas and suggestions for improving Firmspace's Member Experience efforts.
Provide relevant and engaging content for monthly member newsletter.
Assist with the onboarding and offboarding process of members (program keys, prep or clean offices, etc.).
Keep inventory on and restock all items for lobby, restrooms, kitchen, coffee bars and print stations.
Consistently maintain high-end presentation of the space with a great attention to detail, cleaning and resetting common areas as needed.
Ensure member requests, needs or complaints are given immediate attention and resolved in a timely manner.
Assist with building operations, maintenance and vendors to ensure the highest level of member experience and comfort.
Shadow tours with the Member Experience Manager and Regional Sales Manager, when available.
Provide tours to prospects when other Member Experience team members and Regional Sales Manager are unavailable.
Assist in correspondence and tracking of leads and contacts when needed.
0-2 years of experience in hospitality, customer service or operations; sales or event experience is a plus.
Some college or currently enrolled in a Bachelor's program (preferably relevant to the above-mentioned industries) is recommended.
Must have strong verbal and written communication skills.
Exceptional organizational and multitasking skills, plus strong attention to detail.
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.
Passion for entrepreneurial communities
Ability to quickly learn and understand programs/platforms for day-to-day operations. Working knowledge of Google Suites database and CRM platforms (Zoho and Office RnD) a plus.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
20-25 hours per week
Anticipated start date: April 2022