Guest Experience Officer

Purpose of the Role

The Guest Experience Officer champions and embodies hospitality within their Silversquare coworking space, enhancing the member experience and embedding CARE into every interaction.
They ensure that hospitality is felt, lived, and delivers a measurable impact: improved member satisfaction, stronger client retention, and a meaningful contribution to the coworking space's performance.

CARE: Our Cultural Foundation

C — Connect: Build authentic relationships.
A — Act: Anticipate needs and take initiative.
R — Refine: Continuously improve spaces and processes.
E — Elevate: Help members, teams, and the overall experience grow.

Key Responsibilities

1. Hospitality & Experience

• Deliver a consistently warm and professional welcome.
• Ensure spaces are always guest-ready (cleanliness, layout, supplies, atmosphere).
• Handle member requests and resolve issues efficiently.
• Manage mail, deliveries, and visitor check-in.

2. Operations & Coordination

• Monitor stock levels, supplies, and facility maintenance.
• Report incidents and follow up with technical or cleaning teams.
• Support member onboarding, internal moves, contract changes, equipment needs, and special requests.
• Ensure compliance with security, access, and internal protocols.
• Prepare, welcome guests to, and manage meeting rooms and event spaces.

3. Community Engagement

• Support the integration of new members.
• Foster informal networking and cultivate a sense of belonging.
• Co-organize community events and gather member feedback.

4. Commercial Contribution

• Identify upsell opportunities (meeting rooms, offices, event spaces, additional services).
• Report commercial leads.
• Manage inbound commercial opportunities related to meeting rooms.
• Take part in site tours and help present the coworking offer.
• Support retention by maintaining strong relationships and high member satisfaction.

Key Performance Indicators (KPIs)

• Member NPS / satisfaction score.
• Issue resolution rate within agreed timeframes.
• Occupancy rate.
• Churn rate.
• Volume and value of leads or upsells generated.
• Community engagement metrics (event participation, feedback).
• Space readiness and operational compliance audits.

Candidate Profile

• Excellent interpersonal and communication skills.
• Proactive, reliable, and detail-oriented.
• Strong commercial instinct and a service-excellence mindset.
• Fluent in French and English; Dutch is an asset.
• Experience in hospitality, coworking, or a customer-facing role.