Welcome new members to the space and deliver a thorough, in-depth induction that sets them up with everything they need for success.
Coordinate all member move-ins, desk or office swaps, and move-outs.
Handle member enquiries and concerns related to membership in a timely, solution-focused manner, ensuring clear follow-up and resolution.
Build strong day-to-day relationships with members, delivering thoughtful, heartfelt service that enhances the overall experience and supports retention.
Monitor member engagement and usage patterns, proactively identifying at-risk members and supporting re-engagement efforts.
Regular floor walks to engage with members, maintain visibility in the space, and identify any issues or opportunities for support.
Complete daily opening and closing checks to ensure the space is operationally ready and maintained to a high standard.
Manage the member Surprise & Delight budget and initiatives and deliver service recovery where necessary.
Maintain accurate, secure membership records and ensure all related operational processes and SOPs are followed, including new member setup, account changes, discounts, refunds, renewals, transfers, cancellations, and freeze requests.
Provide host stand coverage as needed during breaks, busy periods, or team absence.
Communication:
Manage member portal content, ensuring all member-facing information (event calendar, FAQs, member benefits, etc. ) is accurate and up to date.
Own member communications through the portal, including updates on events, space operations, hotel activity, and food and beverage offerings.
Manage the annual member satisfaction survey, track results, and share insights and recommended actions with the wider management team.
Programming:
Partner with the Brand Team and General Manager to build relationships with brand partners and develop an engaging, relevant, and community-focused events calendar.
Execute all programming and events from planning and setup through to breakdown and post-event follow-up.
Collaborate with the Brand Team on the monthly member newsletter.
Create and print signage for the space to support events, activations, and operational communications.
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