SILVERSQUARE - Guest Experience Officer

Over deze functie

**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.