Arcc Spaces
Launched in 2003, Arcc Spaces is a shared workspace platform that caters to established corporate/enterprise companies looking to transform the way they work and drive innovation. We provide access to a collection of beautifully designed hubs, lounges, and labs grounded in landmark projects across the world’s gateway cities. Our team is passionate about empowering today’s leaders to meet, collaborate, learn, and access talent and opportunities.
The Role
The Guest Experience Executive is a vital customer-facing role, on the ‘front lines’ who acts as an ambassador for the Centre Success & Operations Team. As the “face” for Arcc Spaces, the role is responsible for all operations/client services for their centre(s) & tasked to build and maintain client relationships, ensuring client satisfaction and retention.
With a focus on customers and our product offerings, they will be chiefly responsible for the execution and delivery of the range of products and services at their centre(s).
DUTIES & RESPONSIBILITIES:
- Be an embodiment of the Arcc Spaces values (authentic, responsible, curious, collaborative).
- A strong and consistent brand ambassador for Arcc Spaces through professional presentation of oneself (verbal and written communication, deportment, hospitable, positive attitude, smile).
- Execute and elevate all centre-specific customer engagement activities to promote client satisfaction and foster retention (e.g., maintain good relationships with clients, execute related activities such as events, community networking, share feedback with leaders, and support implementing initiatives/change).
- Act as a client advocate in providing feedback from the community back to the team for follow-up in the constant pursuit of improvement.
- Champion centre-specific customer engagement activities to promote client satisfaction and foster retention.
- Take charge of clients' check-ins and outs; handle administrative and invoicing matters; ensure smooth operations of their respective centres.
- Assist in all centre-related engagement activities (breakfasts, pantry preparation, afternoon delights, etc.).
- Support and oversee vendor relationships alongside the Centre Success Manager and Centre Success Director/General Manager.
- Partake in any other duties as assigned.
- Support the Centre Success Manager/s in achieving outcomes of in-house commercial activities, such as achieving renewal targets, driving income (GSI, meeting rooms, and events), maintaining operational budgets for allocated centre/s.
- Ensure desired operational standards and readiness by executing on expected objectives and strive for continuous improvement/innovation.
- Enhance and deliver desired hospitality quality (e.g., know your clients, engage with clients consistently, provide input & feedback to your leader to improve the client’s experience. Utilize systems religiously (Freshdesk, Salesforce)).
- Commit to adhering to the hospitality or centre-related trainings conducted by your manager and to motivate your colleagues to do the same (e.g., adhere to the Arcc Service Standards, ensuring excellent verbiage (written/verbal), adopt a positive mindset, deportment, etc.).
- Enhance customer service quality (e.g., maintaining contact with customers, providing input & feedback to Centre Success Manager to improve the customer experience).
- Support the Centre Manager by updating partnerships validity, sharing clients’ preferences, habits, and sharing partnerships perks with clients.
SELECTION CRITERIA
Qualifications, skills, knowledge, and experience
- Completion of a minimum of diploma/degree education qualification and/or relevant professional experience of 1-2 years. Candidates from real estate, co-working, or hospitality industries are encouraged to apply.
- Sociable individual with excellent communication and prioritization skills.
- Attentive to details with a strong sense of passion and determination to excel.
- Able to work under pressure and tight schedules with minimal supervision.
- Highly driven Hospitality / Customer-Centric Attitude and outcomes focused.
- A strong sense of empathy - crucial in solving difficult customer situations and working in teams.
- Excellent prioritization and organizational skills to help the team focus its energy and balance time spent on delivering customer experiences against that of reacting to customer service issues; more proactive planning and execution, with reduced firefighting.
- Outstanding written & verbal communication skills in English and the local language.
- Demonstrated confidence and courage in achieving the company’s Mission, Vision, and Values by connecting the purpose of one’s work to it.