SILVERSQUARE - Guest Experience Officer

Key Responsibilities

1. Hospitality & Experience

• Deliver a consistently warm and professional welcome.
• Ensure spaces are always guest-ready (cleanliness, layout, supplies, atmosphere).
• Handle member requests and resolve issues efficiently.
• Manage mail, deliveries, and visitor check-in.

2. Operations & Coordination

• Monitor stock levels, supplies, and facility maintenance.
• Report incidents and follow up with technical or cleaning teams.
• Support member onboarding, internal moves, contract changes, equipment needs, and special requests.
• Ensure compliance with security, access, and internal protocols.
• Prepare, welcome guests to, and manage meeting rooms and event spaces.

3. Community Engagement

• Support the integration of new members.
• Foster informal networking and cultivate a sense of belonging.
• Co-organize community events and gather member feedback.

4. Commercial Contribution

• Identify upsell opportunities (meeting rooms, offices, event spaces, additional services).
• Report commercial leads.
• Manage inbound commercial opportunities related to meeting rooms.
• Take part in site tours and help present the coworking offer.
• Support retention by maintaining strong relationships and high member satisfaction.

Key Performance Indicators (KPIs)

• Member NPS / satisfaction score.
• Issue resolution rate within agreed timeframes.
• Occupancy rate.
• Churn rate.
• Volume and value of leads or upsells generated.
• Community engagement metrics (event participation, feedback).
• Space readiness and operational compliance audits.