Roles & Responsibilities :
This position is responsible for creating Delight by breeding a Customer-Centric Experience for Occupants and Guests within assigned portfolio, with the focus on providing outstanding Experience in the Workspace.
This candidate will have a deep understanding of the Workspace and the Surrounding areas and become the single point of contact for daily Workspace needs on the office floors and a counsel to the Guests present.
The role acts as an embedded point of contact for COWRKS & the Managed office Client for Workspace activities at a Site level and supports account initiatives by driving consistent implementation and delivery through nudge behaviors.
A pivotal aspect of this role is active engagement and interfacing with the lines of business and occupants as the ultimate service recipients.
Key Responsibilities :
COMMUNITY
- Building a community environment that's conducive to collaboration
- Provide comprehensive workplace management for the office premises
- Resolve user's complaints and concerns with solutions and follow up
- Continuously measuring member satisfaction and strive to improve member satisfaction levels
- Community team is the face of a center and hence ensuring that the front desk is always manned by a community team member.
- Implementation of service task, procedures and policies
- Report building incident following with set escalation channels with measures and solutions
- Coordinate, manage and oversee vendors to perform a wide range of workplace-related services
- Ensure service deliverables meet SLAs and KPIs
- Work with all related parties on timely delivery of all services
- Support with critical out-of-hours issues & participate as a key team member in responses to emergency situations
- Manage all visitors
- Ticket Management
- Single Point of Contact for issues resolution & Workspace change within space
- Establish direct relationship with the client business units and their neighborhood community, understand their issues, display confidence and satisfy needs and requirements of all requests
- Consolidate feedback to management team regularly for ongoing improvement implementation
- Escalate facilities issues to management team when necessary
- Pro-actively develop and manage Client relationships ensuring that expected service levels are achieved
- Comply with all requirements of the Client contract and meet or exceed Key Performance Indicators
- Deliver an exceptional quality of service to the Client, as reflected by Client feedback
- Actively recover feedback from the end user
- Handling helpdesk service request from users via telephone or email correspondence.
OPERATIONS
- Operate as a one point of contact for all site level activities pertaining to building operations/ experience.
- Oversee site operation to ensure operational efficiency and cleanliness of CoWrks spaces, buildings, IT infrastructure, back-of-house areas, etc.
- Manage building policies pertaining to Guest Registration, Security and Building Procedures.
- Providing daily, weekly and monthly reports.
- Liaise with Facilities & IT Support teams to resolve member issues such as Printers, Telephones, etc.
- Inspecting our CoWrks Center amenities & services daily. When amenities or services need maintenance, raise Facilities Tickets through our ticketing platform.
- Preparing center expense reports, inventory management
Essential Skills :
- Administration and Facility Management
- Hospitality
Experience & Education qualifications
- Experience - 2+ Years
- Qualification: Graduation- Bachelor Degree
