Members & Guest Relations Liaison - The House of KOKO
Division: The House of KOKO
Reports to: Member & Guest Relations Manager
This role operates across Head Office and The House of KOKO on an hourly basis, on a rota basis across 5 days per week, with hours varying in line with business needs. Late night and weekend availability is required.
Job Summary
As the Member & Guest Relations Liaison, you will promote the essence of KOKO by enhancing the members' experience at The House of KOKO and beyond. You will act as a key point of contact and creator of ambiance, converting guests to members while retaining integrity and satisfaction among our current patrons.
A significant part of your role will be guest-facing, greeting members and managing their journey at KOKO from initial inquiry to departure. You will work as part of the operations team, managing the floor to create an atmosphere where members thrive.
As a Member & Guest Relations Liaison, you will support operations by realizing the Membership department's strategy into experience. With a talent for creating relationships and connecting people with a keen interest in music, culture, art, and hospitality, you will implement and enhance genuinely unique and positively unforgettable experiences through our diverse program of engagement.
You will be targeted with goals of acquisition and curation of our members' community. You should be able to multitask and lead by example with immaculate standards and conduct. You will also undertake some administrative tasks and manage a database transparently and in collaboration with your team.
Role and Responsibilities
* Support day-to-day operations of members & guest experience programs, ensuring consistent delivery.
* Have a strong understanding of the offering, guiding members and answering questions confidently in every aspect of the business including the THOK, café, and theatre.
* Encourage and facilitate collaboration across departments, championing efficient sharing of information and deliverables.
* Take a hands-on approach to service and lead by example in all front-of-house tasks, acting as a liaison with members and patrons to enhance their experience.
* Be operationally savvy, with a strong understanding of service and the ability to support Food & Beverage service as required.
* Act as a liaison for any potential complaints or issues during service.
* Liaise with the Membership and Reception teams to enhance experiences and promote the journey between the House and the Theatre across events.
* Be strongly involved in the functions of operations, supporting management in creating the desired flow of service and atmosphere.
* Initiate outreach, profiling, and targeting individuals of the caliber to enhance the brand as members, supporting guest list management and curation as directed.
* Build relationships with existing members and support the conversion of memberships through efficient communication of interest and potential with the membership department.
* Utilize and update systems and reporting to help achieve commercial results.
* Have a strong understanding of the departmental strategy and the use of CRM and reporting in delivering KPIs and achieving targets.
* Be an ambassador for the KOKO brand values, promoting best practices and conduct while adhering to health & safety regulations at all times.
* Be prepared to undertake reasonable requests outside of your department for the needs of the business.
About You
We’re seeking an individual with a passion for curating members' experiences beyond the expected. You should have a natural talent for creating relationships and connecting people, with a keen interest in music, culture, art, and hospitality, along with previous experience in guest relations.
* Have industry-relevant experience in a similar capacity, working with both internal and external stakeholders.
* A keen interest in creating an entertaining environment with integrity.
* A natural ability to seek opportunities and solutions, engaging team members and guests alike.
* An organized and reliable persona, with excellent attention to detail in creating experiences.
* Immaculate personal presentation with excellent communication skills, both verbally and in writing.
* Actively seek to establish trust and credibility by ensuring excellent service.
Please note we can only consider applicants with the right to work in the UK.
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