Front of House Associate

Knotel; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

This innovative firm is seeking a Client Experience Coordinator to enhance the visitor experience at their flagship workspace. You will be the welcoming face of the organization, delivering exceptional hospitality and ensuring smooth front-of-house operations. Your role will involve managing client support, coordinating maintenance activities, and maintaining a professional environment. With a focus on customer service and communication, you will build strong relationships with clients and visitors, making a significant impact in a dynamic and collaborative workspace. If you thrive in fast-paced environments and have a passion for hospitality, this opportunity is perfect for you.

Benefits

Opportunities for professional growth

Career development opportunities

Qualifications

• Proven track record in customer service with a client-focused mindset.
• Exceptional communication skills with attention to detail.

Responsibilities

• Serve as the first point of contact for clients and visitors.
• Manage daily operations and ensure building safety and compliance.

Skills

Customer Service

Communication Skills

Organization & Multitasking

Problem-Solving

Professionalism

Tools

Google Workspace

Microsoft Outlook

Freshdesk

Job description

Knotel is a pioneering flexible workspace provider, redefining how businesses approach office space and real estate. With a commitment to exceptional service and tailored solutions, we are at the forefront of the future of work. Our Work Clubs blend dynamic environments, hospitality, cutting-edge technology, and a collaborative ethos to create unique spaces that support productivity and innovation throughout the working day.

In 2023, we transformed Old Sessions House Workclub into the workspace of choice for London businesses seeking a standout environment. Located in the heart of Clerkenwell, this iconic 22,000 sq ft space serves as a vibrant Work Club during the week and a premium event venue on evenings and weekends, maximizing its use and versatility. As our flagship location, Old Sessions House offers an ideal mix of co-working areas, meeting rooms, and event spaces, with plans to scale the product further this year.

Key Responsibilities

1. Client & Visitor Experience
   • Serve as the first point of contact for clients and visitors, ensuring a warm and professional welcome.
   • Deliver 1st Class Hospitality by anticipating client and visitor needs, resolving issues promptly, and exceeding expectations.
   • Build and maintain strong relationships with members, acting as their go-to resource for queries and support.
   • Be knowledgeable about building activities, maintaining open communication with Building Managers and Landlords to keep clients informed.
2. Front-of-House Operations
   • Open and close the building daily, ensuring all areas are clean, organized, and ready for clients and visitors.
   • Conduct multiple daily walkthroughs to ensure HVAC, access control, W/Cs, and lift systems are fully operational.
   • Maintain a tidy and professional reception area, ensuring posts and packages are promptly distributed or clients are notified of large deliveries.
   • Monitor visitor logs, contractor access, and key sign-in/out processes, ensuring accurate record-keeping.
   • Oversee the safety and compliance of the building during opening hours.
   • Adhere to all standards, policies and procedures.
3. Client Support & Communication
   • Manage and respond to internal and external correspondence in a timely and professional manner.
   • Utilize the Freshdesk system to handle client queries, providing responses within an hour and escalating urgent maintenance issues to the Facilities Manager via the E-log system.
   • Proactively address member needs and special requests, offering alternatives and solutions with a hospitable and can-do attitude.
   • Effectively handle difficult situations and complaints, resolving issues with calmness and professionalism.
4. Building & Maintenance Coordination
   • Manage and coordinate the day-to-day activities of the cleaning team, ensuring client requirements are met and issues are addressed promptly with contractors.
   • Report and resolve any cleanliness issues from the previous evening to maintain high standards.
   • Maintain accurate records of access passes for each client, ensuring proper invoicing for replacements or additional passes.
   • Work closely with the Facilities team to address maintenance concerns, escalating emergencies as needed.
   • Maintain proficiency in Google Workspace (Docs, Sheets, Gmail) and Microsoft Outlook to manage daily operations and communications effectively.
   • Attend and contribute to daily and weekly Workspace calls/meetings, providing updates on building conditions, client feedback, and operational needs.
   • Keep visitor logs and ensure access controls are updated and secure.

Qualifications

• Customer Service: A proven track record of providing exceptional customer service, with a client-focused mindset and a passion for hospitality.
• Communication Skills: Impeccable written and verbal communication skills, with a high level of attention to detail.
• Organization & Multitasking: Strong organizational skills and the ability to handle multiple tasks efficiently in a fast-paced environment.
• Technical Proficiency: Proficiency in Google Workspace, Microsoft Outlook, and other office tools; experience with CRM systems (e.g., Freshdesk) is a plus.
• Problem-Solving: A proactive approach to problem-solving with the ability to anticipate client needs and suggest solutions independently.
• Professionalism: A friendly, approachable demeanor with the ability to manage difficult situations calmly and diplomatically.

What We Offer

• Opportunities for professional growth and career development as Knotel continues to scale.