Objective of Role
The principal objective of the role is to provide exceptional customer experiences, maintain high standards of service, establish a strong brand presence, and contribute to the financial success of the flexible workspace business. The Concierge serves as the welcoming face of The Loft Workspaces, ensuring that customers and visitors have a positive first impression. The role encompasses various responsibilities, including managing customer onboarding, ensuring the seamless operation of the workspace and its facilities, and organizing engaging community events to foster a sense of belonging and encourage networking among customers.
Team Structure
Based at Goldfields House, on a full-time basis, this position reports to the Centre Manager. The role is part of the Community Team, collectively responsible for delivering high performance and standards for the business and space.
Key Responsibilities and Deliverables Greeting, Point of Contact, and Customer Management
* Manage front desk, day users and visitor check‐in and check‐out process
* Greet potential customers, schedule and conduct space tours, and send confirmation emails
* Assist customers with their needs and enquiries, escalating issues as necessary
* Collaborate with others to create personalised customer welcome packs
* Manage security pass activation and deactivation procedures
* Assist in planning and managing events
* Ensure timely completion of administrative tasks with accurate updates in files and systems
Floor Operations
* Maintain cleanliness, tidiness, and sanitisation of common spaces
* Maintain high standards of space presentation and condition
* Manage meeting room facilities before and after bookings
* Assist with meeting room, space and audio‐visual equipment set‐up
* Handle incoming and outgoing mail and packages
* Participate as a Floor Warden in the building's Emergency Control Organization (ECO)
* Support building operations and maintenance administration
* Ensure cleanliness and functionality of kitchen(s), replenish consumables, and unload the dishwasher
* Manage kitchen and office supplies, reorder stock as needed
* Identify and report any issues affecting the space or customer experience
Business Operations
* Develop and oversee space operational functions in line with business objectives
* Understand building operational policies and procedures
* Ensure efficient and effective services and positive experiences for customers
* Assist in managing service partners
* In collaboration with the Centre Manager, curate the program of events to build community and generate revenue
* Oversee vendor and supplier service delivery
* Maintain health and safety practices
Customer Service Excellence
* Develop and manage the customer service program and experience
* Ensure high levels of customer satisfaction and continual improvement
* Build rapport with customers, respond to feedback, and resolve challenges
* Manage customer feedback for improvement
* Act as backup to the Centre Manager to conduct tours for stakeholders and potential customers
Team Culture
* Actively contribute to creating and sustaining a positive, inclusive, professional, and fun team culture
Required Attributes, Skills, and Experience
These qualifications, skills, and experience criteria are sought for the Concierge to effectively project a professional, customer‐centric workspace environment, with a strong sense of community and customer service excellence. The candidate ideally has experience in a similar role, and must be positive and enthusiastic, confident, professional and friendly.
* Enthusiastic, confident, and friendly with a focus on continuous improvement
* Detail‐oriented, accurate, and results‐driven
* Able to promote the business and brand for client and company success
* Customer‐centric with exceptional customer service skills
* Ability to work autonomously and multitask effectively
* Excellent time management skills
* Intermediate skills in MS Word and Excel
* Passionate about customer service and constantly striving to improve performance
* Ability to upsell and cross‐sell when opportunities arise
* Excellent written and verbal communication skills
* Sound digital, social, and technology understanding
* Customer‐centric mindset in creating a dynamic working environment
* Strong networking skills and ability to manage relationships with multiple stakeholders
* Creative problem‐solving skills and ability to think outside the box
* Proactive with the flexibility to adapt to changing demands
* Professional attitude, demeanour, and appearance
* Well‐organised with effective prioritisation abilities
* Experience in managing relationships with suppliers and vendors
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