Community Officer

About the Role

The Community Officer serves as the primary contact person for members, guests, and visitors, establishing a welcoming and professional front desk environment aligned with the organization's brand standards. They oversee visitor registration, manage tours for walk-ins and prospects, and ensure all interactions are accurately documented in the CRM system.

Key Responsibilities

• Greet and register guests courteously while enforcing visitor protocols and access controls
• Conduct and organize facility tours for walk-ins and scheduled visitors
• Maintain precise records of all visitors, tours, and interactions within the CRM
• Provide accurate information about memberships, services, and pricing, supporting sales and conversion activities
• Manage ancillary product sales such as day passes, meeting areas, and shared workspaces, ensuring accurate pricing and invoicing
• Assist with onboarding new members, ensuring all documentation and system updates are complete
• Monitor member engagement and flag potential retention issues to higher management
• Maintain up-to-date records and logs of communications across various channels with professional call standards and timely responses
• Participate in event coordination and guest management activities alongside the Community Associate
• Follow all standard operating procedures, brand policies, and confidentiality requirements
• Promptly escalate operational or compliance concerns as they arise
• Perform other related duties as assigned by management

Evaluation Metrics

Performance assessments will focus on guest and member experience quality, adherence to lead follow-up protocols, data accuracy in CRM, sales support efficiency, professional communication, and compliance with company policies and reporting schedules.

Candidate Requirements

• Demonstrated experience in concierge or customer service roles is preferred
• Proficient in English; additional languages are highly advantageous
• Strong verbal communication skills with a polite, confident, and patient demeanor
• Exceptional multitasking and time-management skills
• Customer-oriented problem-solving capabilities
• Educational background in hotel management or a related field is beneficial