About Knotel
Knotel is revolutionizing the workplace by offering tailored, flexible, and dynamic office spaces. Our mission is to empower businesses to thrive by providing exceptional service and curated environments, enabling clients to focus on their goals while we manage their workspace needs.
Position Overview
As a Workspace Front of House Associate, you will be the face of Knotel for our clients and visitors, providing exceptional service and maintaining a welcoming and professional environment. Responsible for ensuring the smooth operation of the building’s front-of-house activities, you’ll play a key role in ensuring customer satisfaction, operational efficiency, and a positive member experience.
This role requires a proactive, detail-oriented, and customer-focused individual, with a positive work ethic, who excels in creating great first impressions and fostering positive relationships.
Key Responsibilities (not exhaustive)
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, within SLAs and exceeding expectations.
* Build and maintain strong relationships with members, acting as their go-to resource for queries and support.
* Proactively address member needs and special requests, offering alternatives and solutions with a hospitable and can-do attitude.
* Be knowledgeable about building activities, maintaining open communication with Building Managers and Landlords to keep clients informed.
* Effectively handle difficult situations and complaints, resolving issues with calmness and professionalism.
Front-of-House Operations
* Open and close the building daily, ensuring all areas are clean, organized, and ready for clients and visitors.
* 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, key sign-in/out processes, ensuring accurate record-keeping by following the security procedures.
* Manage and coordinate the day-to-day activities of the cleaning team, ensuring client requirements are met and issues are addressed promptly with contractors.
* Work closely with the Facilities team to address maintenance concerns, escalating emergencies as needed.
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.