Workplace Experience Host

The Workplace Experience Host is the heartbeat of the building and a highly visible ambassador for Knotel. You are responsible for the day-to-day occupier experience: creating memorable welcomes, building relationships and making sure every interaction and touchpoint feels effortless, thoughtful and personal.

You will spend time where the experience happens across reception, shared spaces and occupier floors anticipating needs, connecting people, gathering feedback. Alongside this, you will help keep the building safe, well-presented and running smoothly, working closely with the wider teams.

Key Responsibilities

Occupier and visitor experience

• Welcoming all guests, occupiers and visitors
• Responding to queries and requests appropriately
• Follow up with occupiers to enhance the experience
• Bring first-class hospitality to every interaction
• Manage complaints and sensitive situations independently and appropriately

Community and connection

• Build relationships with occupiers
• Support and deliver a varied programme of events and initiatives
• Promote building amenities, services and events
• Connect people and organisations where appropriate

Customer experience

• Seek occupier feedback and suggest improvement where necessary
• Record and share insight, recurring themes and opportunities with the Workspace Manager
• Keep occupiers updated and aligned on expectations
• Track agreed measures to identify areas of improvement

Daily operations

• Manage the opening and closing of the building
• Maintain good presentation throughout
• Coordinate the activity and standards of the cleaning team, raising and following through on any issues with the relevant contractor or manager
• Communicate any faults and follow ups to the appropriate teams and occupiers
• Ensure the Senior Workspace Manager is kept up to date on everything in your building including planned works and building activity

Communication, systems and administration

• Manage internal and external communication promptly
• Respond to and manage occupier queries appropriately
• Escalate urgent maintenance following them through to completion
• Maintain accurate visitor, contractor, key and access-pass records

Skills & Competencies

• A genuine passion for hospitality, service and creating exceptional experiences
• Strong communication skills
• Professionalism and sound judgement
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced building.
• Google Workspace, Microsoft Outlook and workplace or CRM systems; Freshdesk experience is an advantage.
• A collaborative approach and willingness to support the wider team

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