Members & Guest Relations liaison - The House of KOKO

Title: Member & Guest Relations Liaison

Division: The House of KOKO

Reports to: Member & Guest Relations Manager

This is a role operating across Head Office and The House of KOKO on an hourly basis, on a rota basis across 5 days per week, hours varying in line with the business needs’, but will require late night and weekend availability

Job Summary

As the Member & Guest Relation Liaison, you are to promote the essence of KOKO by enhancing the members experience of the House of KOKO and beyond. You’ll act as a key point of contact and a creator of ambiance converting guests to members, whilst retaining integrity and retention amongst our current patrons.

A big part of your role will be guest facing and you will greet members and manage their journey at KOKO from initial enquiry to their departure, in doing so you will be working as part of the operations, managing the floor to create a vibe to which members thrive.

As a Member & Guest Relations liaison, you support operations by realising the Membership departments strategy into experience – And with a talent for creating relationships and connecting people with keen interest in music, culture, art and hospitality, they are key in consistently implementing and enhancing genuinely unique and positively unforgettable experience through our diverse program of engagement.

You are targeted with goals of acquisition and curation of our members community. You will be able to multitask and lead by example with immaculate standards and conduct. You will be expected to undertake some administrative task and well as managing a database, with transparency and in collaboration with your team.

Role and responsibilities

• Support day to day operations of members & guest experience programmes, ensuring consistent delivery.
• Having strong understanding of the offering, and able to guide members and answer questions with confidence in every aspect of the business including the THOK, café and theatre.
• Encourage and facilitate collaboration across departments, championing efficient sharing of information as well as deliverables.
• To have a hands-on approach to service and lead by example in all tasks of front of house, acting as a liaison with members and Patrons to enhance their experience
• Being operationally savvy, having a strong understanding of service and the ability to support Food & Beverage service as required.
• Acting as a liaison for any potential complaints or issues during service
• Liaising with the Membership and Reception team to enhance experiences, and promoting the journey between the House and the Theatre across events.
• A strong involvement with the functions of operations, supporting the management in creating the desired flow of service and atmosphere
• Initiate outreach, profiling and targeting individuals of the calibre to enhance the brand as members, supporting guest list management and curations as directed.
• Building relationships with existing members, as well as supporting conversion of memberships through efficient communication of interest and potential with the membership department.
• To utilise 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 KPI’s and achieving targets.
• Being an ambassador for the KOKO brand values, promote best practice and conduct leading by example and adhering to health & safety regulations at all time
• Reasonable request may be asked 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 would have a natural talent for creating relationships and connecting people with keen interest in music, culture, art and hospitality, with previous experience of guest relations.

• Have industry relevant experience in a similar capacity, working towards both internal and external stake holders
• A keen interest in creating an entertaining environment, with integrity.
• Natural ability to seek opportunity and solution, engaging team members and guests alike.
• An organised and reliable persona, with excellent attention to detail in creating experiences
• Immaculate personal presentation with excellent communication skills, verbally and in writing
• Actively seeking to establish trust and credibility, by ensuring excellent service

Please note were only able to consider applicants with the right to work in the UK