Community Associate - Receptionist

Summary / Objective

Each team member is above all the ambassador of first impressions at Kafnu and the focal person who actively helps build a healthy, productive and successful community of members and partners. He or she should bring their passion and curiosity for delivering indulgent service of the highest calibre and engage with members in a convivial environment.

This role has two focuses – maintaining customer satisfaction at the front of house and general operational tasks. You will report to the Operations Manager and work closely with the local team and the relevant departments from senior management and operations. You will be measured on your ability to give fantastic customer service at the front of house to our members and guests. As there are several community associates in each Kafnu, the job description will include common responsibilities as well as tasks specific to the role.

INDIVIDUAL SPECIFIC RESPONSIBILITIES

Front of House
• Ensure a refreshing arrival experience for all members, prospective members and visitors of members while maintaining the necessary level of building security.
• Be the first line of communication for member and guest questions.
• Greet all who arrive at the property and assist them to arrange tours and services.
• Manage Kafnu check-ins and check-outs of short-term members, visitors and users.
• Answer member queries or refer member to additional resources
• Recommend best practices to your Operations Manager for the benefit of the broader company related to member experience, sales, hospitality, operations, events and training.

COMMON RESPONSIBILITIES

Community Engagement
• Develop relationships with members and proactively gather information on their needs to identify services & partnerships that could help them achieve their goals
• Work on community engagement initiatives designed to develop connections between members, including member introductions, event support and celebrating members’ successes and stories
• Generate and share content on Kafnu app for driving interest in the community and showcasing successes
• Find partners in the local community and city who could provide value adding services to members and thereby also learn and benefit from our member community
• Solve member-related issues to ensure a cohesive community
• Take regular pulse on the interests developing in the community and collect feedback on new initiatives both through first hand interactions and also with surveys and provide reports to Operations Manager

Events Management
• Support the planning and supervision of educational, professional and personal development events based on members’ needs and requests
• Assist with set-up and breakdown of events, including ordering food and beverages

Operations
• Attend daily briefings
• Manage Nexudus, POS and other operating tools with every transaction or operational need
• Distribute member welcome packs and terms and conditions of use
• Assist with building operations and maintenance to ensure highest level of member experience
• Provide basic tech support to members and escalate if necessary to Tech or Facilities team
• Manage keycard activations & manage physical keys with sign in documents with members
• Generate invoices and handle electronic payments and cash (if applicable) from members and users
• Ensuring the building is clean and well-kept and facilities and amenities are refreshed after use
• Ordering consumables & office supplies
• Submit building receipts to the Operations Manager with expense reports
• Mail and Package handling responsibilities as needed
• Identify issues & incidents for escalation to the Operations Manager in documented format

Be a people person, relationship builder and a problem solver
• Experience as a receptionist / assistant would be preferable.
• Background in hospitality, lifestyle or private members club preferable
• Be passionate, personable, presentable and friendly
• Flexible and agile, can work within a fast moving environment and make quick, correct decisions while on the go.
• Strong language abilities in English and Vietnamese

- Paid leave is given
- Team events and team building activities
- F&B is on site

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