Concierge (St Kilda Road)

Work for a certified Great Place to Work organisation
- Premium workspace, close to public transport
- Fun and energetic team who are passionate about Customer Service

**Concierge | St Kilda Road**

**About Hub Australia**

Hub Australia provides premium workspaces, business networks, and services across 10 locations in Sydney, Melbourne, Brisbane, Canberra and Adelaide. Founded and headquartered in Melbourne, Hub has rapidly grown to become the largest privately-owned coworking operator in Australia, with over 100 staff and 3500 members ranging from small business and government to non-profit and corporations.

Established in 2011, Hub is a Certified B-Corporation and the first coworking space in Australia to be certified Carbon Neutral with Climate Active. Hub is a fun, energetic, and dynamic environment with plenty of room for growth - as we continue to build the best place to create, share, and work with others, there’s a perfect place for you to grow with us.

**The purpose of the role**

Our Concierge is our first and most important face of our organisation. From welcoming guests to responding to concerns, our concierge connects our members with our services. As Concierge, you will have exposure to all areas of our welcome area. Your responsibilities will include welcoming our members on arrival, coordinating member guests and farewelling guests at checkout; providing outstanding service by ensuring all requests are accurately actioned with prompt follow-through.

**Responsibilities by function**
- Manage the Welcome Area_
- Being the face of our organisation, welcoming guests on arrival
- Coordinating our arrival process; corresponding with our members on guest arrival and offering refreshments
- Follow check-in and check-out procedure for guests of members
- Managing arrivals from our local and interstate clubhouses, providing them with access fob and internet access
- Management of the return of all day passes by the end of each day, following up with guests/members in the space when necessary
- Ensuring the welcome area and welcome desk is a clean, presentable, free of clutter and friendly environment
- Ordering weekly flowers and newspaper subscriptions for welcome area
- Managing and ordering host cupboard stationery and supplies
- Assist the clubhouse team with member programming as needed.
- Member Administration_
- Assisting members with queries they may have, connecting them with the appropriate person
- Assist members to resolve issues, process incidents as they arise and other issues of complexity
- Manage our member mail including post and couriers; filing and contacting members when mail arrives
- Coordinate any courier pick-ups arranged by our team or our members
- Handling member administration to include (but not limited to):

- Meeting room booking and troubleshooting
- Media room bookings
- Coordinating trial days (walk-ins)
- Lost and found
- Local and Interstate visitor coordination
- Assisting the New Member Lead and Clubhouse Manager with local clubhouse leads
- Support the company in its ongoing B-Corp certification
- Pack ‘n’ Send administration
- Living and breathing our values: Collaboration, Accountability, Adaptability, Resourceful, Beyond Profit.

**Important Metrics**
- Hub Health Index (otherwise known as a Net Promoter Score)

**Required training and experience**
- A passion for managing client relationships and bringing warmth to every interaction
- 1 -2 years experience in a customer-facing role
- Experience with a data entry/CRM system not required but well regarded
- Ability to remain poised under pressure in a fast-paced environment
- Polished communication skills, both written and verbal
- Drive to refine and improve systems and procedures to enhance customer experience
- Strong time management skills, attention to detail and a strong sense of aesthetics
- Most importantly, a desire to grow and learn with a dynamic, growing and supportive community
- That said, if your experience varies from what we’ve listed yet you still believe you hold the necessary skills - we would love to hear from you._

**What you’ll be rewarded with**
- Being a key member of an energetic, dynamic, and fun team who stands for more than their bottom line
- Working among the best organisations in Australia as a certified Great Place to Work
- Being part of a B Corp and certified carbon neutral company with a vision and plan to use Hub Australia as a force for social and environmental good, and to make a difference in the world
- A personalised training and professional development program to grow your skills and career
- Support to make a social and environmental impact with paid volunteer leave each year
- An invitation to our biannual company-wide conference, where you will meet all your teammates and have a lot of fun

**All this while working in one of Australia’s most beautiful workspaces