Mobile Workspace Front of House Associate

As a Mobile 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 providing holiday and sickness cover across 6 buildings, ensuring the smooth operation of the building’s front-of-house activities, you’ll play a key role in ensuring customer satisfaction across the portfolio, operational efficiency, and a positive member experience. When not providing cover, you will work closely with the Front Of House Manager and other Workspace Managers to support the Workspace team in delivering a consistently excellent level of service to clients. 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, 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.
  • Offer visitors a professional and friendly welcome, ensuring the relevant client is made aware of their arrival promptly and visitors are directed effectively.
• 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 throughout the portfolio and report any issues to Front Of House Manager.
  • Support Workspace Managers in emergency situations as needed when not covering buildings.
• Client Support & Communication
  • Manage and respond to internal and external correspondence in a timely and professional manner.
  • Utilise 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.
  • Notify clients of any building works or services that may affect them and respond to feedback, communicating feedback to contractors where necessary.
  • Effectively handle difficult situations and complaints, resolving issues with calmness and professionalism.
  • Work with the Customer Relationship Manager to ensure 95% customer retention across the portfolio.
• 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.
  • Support with quarterly Health Check Audits from initial site visits through to completion of any remedial works.
• Technology & Administration
  • 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.
  • Assist Workspace team with Freshdesk support to ensure the entire portfolio receives responses within SLA and tickets are resolved as quickly as possible, with updates relayed to clients.
  • Provide admin support to Workspace Managers on a variety of tasks including stock ordering and distribution, reporting, and auditing of sites.

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.

About Knotel

Knotel is one of the world’s leading flexible workspace platforms that matches, tailors and manages space for customers. Knotel caters to established and growing companies, giving them the freedom to focus on their business, culture, and people. Knotel was founded in 2016 to give businesses the flexibility and speed to scale on their own terms. All Knotel spaces are tailored to the needs of each individual company by an in-house team of architects, interior designers, and workplace strategists.