Community Officer

About the job

Duties & responsibilities:

• Act as the first point of contact for all members, guests and visitors
• Greet, register, and check in guests in a professional and courteous manner
• Ensure adherence to visitor protocols and access controls
• Maintain a welcoming and brand-aligned front desk presence at all times
• Schedule, conduct, and manage facility tours for walk-ins and scheduled prospects
• Record all walk-ins, tours, and interactions accurately in the CRM
• Share approved, accurate information on memberships, services and pricing
• Follow up with prospects as per defined follow-up timelines
• Support conversion activities within assigned authority limits
• Manage ancillary sales, including: Day passes, Meeting rooms, Boardrooms, Shared workspace offerings
• Ensure correct pricing, invoicing, and system entries for all transactions
• Escalate exceptions or discount requests for approval where required
• Support the Community Associate in onboarding new members
• Ensure onboarding documentation and system entries are complete and accurate
• Assist in building rapport and addressing member needs during early engagement
• Flag potential retention risks to the Community Associate or City Manager
• Maintain accurate and up-to-date records in the CRM and internal trackers
• Log all client interactions (calls, emails, messages) in the system
• Update daily, weekly and monthly reports as required
• Ensure data accuracy, completeness and visibility at all times
• Handle inbound and outbound communications across voice and non-voice channels
• Maintain professional call quality standards and response SLAs
• Use approved communication templates and escalation protocols
• Support planning, coordination, and execution of events with the Community Associate
• Assist with guest management, registrations and on-ground coordination during events
• Adhere to all SOPs, brand guidelines and code of conduct
• Maintain confidentiality of member and company information
• Escalate operational, service or compliance issues promptly
• Perform additional duties aligned with role requirements as assigned by management
• The Community Officer’s performance will be evaluated based on: Guest & member experience standards, Lead handling & follow-up discipline, Data accuracy & CRM compliance, Ancillary sales support, Communication quality & professionalism, Adherence to SOPs & reporting timelines

Requirements:

• Proven experience as concierge; experience in customer service or relevant role is an advantage
• Proficiency in English; multilingual is strongly preferred
• Excellent communication skills
• Polite and confident with a great deal of patience
• Ability in multitasking and time-management
• Aptitude in resolving issues with a customer-focused orientation
• Degree in hotel management or relevant field will be a plus.