Description: The goal of the Experience Coordinator is to imprint a memorable impression onto potential members, existing members and visitors of both Serendipity Labs and our members, whether that impression be over the telephone, or face to face. A smart, professional appearance and friendly, courteous demeanor is an essential ingredient in being successful in this role.
5 Key Responsibilities:
Create a memorable first impression for all callers, members and visitors, each and every time.
Responsible for the appearance of the concierge area, meeting rooms, Café and common areas throughout the lab.
Make eye contact (with a smile!), greet members when they arrive, and wish them a good day/evening when they leave.
Essential Duties & Responsibilities: ·
Greet visitors for both SL and on behalf of members in a professional and friendly manner following the SL manual standards
Gain a clear understanding of the labs member base to ensure the best possible handling of requests, visitors and service requirements
Answer all incoming calls in a professional and efficient manner. Have a good understanding of telephone answering software
Maintain in SL-approved formats, an accurate and up-to-date log of all member account codes, telephone numbers and other important information
Update and maintain accurate itineraries on members
Assist members with amenities of the lab and area by recommending hotels, restaurants, taxi/limo, courier services, etc. as necessary
Open and close Concierge desk daily; secure all drawers, follow SL opening/closing procedures and store valuables at the end of the day
Handle all solicitors professionally
Keep concierge area, meeting rooms and Café and common areas orderly at all times with attention to necessary items such as drinking glasses, coffee, etc.
Attend to member and guest needs by answering questions and providing information
Sign for deliveries and alert members in a timely fashion of their delivery. Receive members signature upon delivery
Receive daily incoming mail and distribute into member mailboxes
Purchase and/or accurately reconcile stamps.com, copier, fax, phone use, administrative support, meeting room usage, FedEx usage, log accordingly on a daily basis
Book couriers and FedEx/DHL/UPS on behalf of members and SL
Prepare/Schedule member and SL meeting rooms and equipment needs
Receive and set-up catering assignments
Ensure that all revenue for café items is captured by utilizing the POS in MOSO.
Coordinate with housekeeping company staff to assist with lab issues where necessary
Be knowledgeable of all other lab locations, Corporate team, and SL services
Create marketing packets when required
Ensure that the lab is stocked with paper and office/copier supplies.
Order office supplies, Federal Express and Stamps.com supplies
Assist GM & CM when needed, i.e. miscellaneous tasks, etc.
Other Duties (performed as needed and/or required):
Explain telephone features and voice mail programming to members as necessary
Perform basic phone troubleshooting as required
Assist with coffee and office supply inventories
Assist with outgoing mail, including sorting, forwarding, packaging and proper postage
Assist with the overall cleanliness and maintenance of the lab, including spot cleaning
Assist with lab security, including locking/unlocking doors and IBAHN.
Prepare and configure enclaves for new members, including welcome packets
Serve as backup to other similar positions at other Serendipity Lab locations. May provide backup assistance to other labs as needed or required.
Other duties/projects as required and/or assigned
Essential Knowledge, Skills & Abilities:
Demonstrate a positive, pleasant and professional demeanor
Demonstrate exceptional communication skills
Demonstrate strong organizational skills, ability to prioritize workload and work efficiently with minimal supervision
Ability to operate office equipment and technology such as computers, printers, scanner & support software, telephones, facsimile machines, postage scales and copier
Possesses exceptional customer service skills
Effectively manages company specific software programs
Knowledge of Microsoft Office suite, including Word, Excel and Outlook
Mental Requirements: Reasoning, remembering, mathematics, appropriate language ability
Ability to handle interruptions to work flow
Ability to receive written or oral instructions
Ability to work with a variety of individuals
Ability to listen and respond clearly
Hearing Ability to receive detailed information through written, oral and telephone communication
Talking Clearly expresses ideas by means of spoken word
Repetitive Motions Substantial movements of wrists, hands and fingers.
Vision Ability to see and read
Crouching, kneeling, standing, climbing, stooping, walking, pushing, pulling and lifting
Ability to handle small tools such as a drill, hammer, screwdriver, etc.
Education and Experience Required:
Ability to understand procedures and instructions specific to the area of assignment as would be required during four years of high school.
High School Diploma or equivalent
Minimum 6 months experience in an office environment in a similar position
Job Type: Part-time