Community Assistant, Kindred

Reporting to: Front of House Manager

Works with: Membership and Community (C&M) team and Food and Beverage (F&B) team.

About us: Kindred is a members Club in Hammersmith, west London. The Club occupies the top two floors of the Grade II listed Bradmore House mansion, with the ground floor being home to our public-facing restaurant Cellar, with menus created by guest-chef Andrew Clarke.

The Club was female-founded by a former social worker and one of this year’s CODE Hospitality’s 30 under 30 winners, Anna Anderson; a social entrepreneur passionate about creating spaces that bring people together through shared experiences, notably food and drink, music, and ideas that help shape a better tomorrow.

Job purpose: You’ll be making sure our members and guests feel welcome and at home by creating a welcoming, fun, and friendly environment.

The role: Our Community Assistants are central to the success of our membership community, and smooth running of our daily operations. As one of the key faces of Kindred, and the first and last impression of the Club, you will be integral in creating a fantastic member experience by building deep relationships and understanding their needs. As part of our front of house team, you’ll be based on our main desk in the Club, providing technical and operational support when needed.

You’ll be passionate about people, have a genuine interest in getting to know our members, and you’re obsessed with organisation.

You’ll also be supporting the daytime private hire operations, and managing our restaurant booking system, Resy. Above all, you understand the true meaning of hospitality, delivering the best customer service experience to everyone you meet.

Responsibilities:

Community and Membership:

• Welcoming members, guests, and external visitors to the Club and logging all visits to the Club using our CRM system.
• Monitoring reception@ email account.
• Respond to all enquiries via email/phone/in person (from members and external parties).
• Ensure have prior knowledge of all planned site visits, communicating guest and tour arrival to the relevant team members. Creating temporary digital membership access cards for guests and visitors.
• Supporting the management of our ‘Kindred For a Day’ experience for prospective members.
• Supporting with the onboarding administration for new members.
• In collaboration with the C&M team, responsible for updating the members database (CRM).
• Supporting in the maintenance of our members portal.
• Attend the weekly community and membership meeting on rotation.
• Have full understanding of Kindred Club, community guidelines and terms and conditions, ensuring members comply.
• Deputising for the community host at our campfire events when required and attending these events wherever possible.
• Supporting in member introductions, quick to spot opportunities to connect members and facilitating where appropriate.
• Contributing to the ideation and evolution of our signature ‘Campfire’ events.
• Ensure members feel heard, seen and looked after if they approach you with an operational issue.
• Recognize opportunities to upsell membership, offer tours where appropriate, collating data and ensuring follow-up action is taken.
• Drive member event sign-ups and attendance through individual recommendations.
• Be knowledgeable about all Club products, upselling where required.

Private Hire:

• Managing all internal and daytime external meeting room bookings and DDRs.
• Responsible for creating invoices within Square for all daytime external meeting room bookings and DDRs. – liaising with finance department when needed.

Cellar (public-facing restaurant):

• Monitor Cellar@ email account and bookings in collaboration with the Cellar team.
• Be knowledgeable about all Cellar products and upsell where required.

Operations:

• Collating all department feedback, produce a weekly feedback report.
• Manage/redirect all deliveries.
• Responsible for the opening and closing of Front Desk.
• Managing our event booking platforms, updating team daily re. bookings.
• Maintaining stock levels of stationary and other relevant assets. Replenishment of stock ordering (in collaboration with the budget holder).
• Ensuring general tidiness of reception and communal areas, ensuring they are always treated as FOH spaces.
• Have oversight of the contracted works calendar – alerting C&M team ahead of time of any disruptions to the member experience.
• Have oversight of the daytime private hire calendar – alerting C&M team ahead of time of any disruptions to the member experience (potential stretch re. members spaces etc.).
• Support in the hourly ‘walk-round’ in collaboration with the FOH manager to ensure the meeting rooms and communal spaces are set up according to our staging guide.
• Escalate recurring maintenance problems and ensure the building is always at its best
• Support on-boarding sessions for new members and ensuring security and health and safety information is clearly stated and understood by new members.
• Reactive operational management (IT, FM, AV contractors etc).
• Cover team members’ lunch breaks.
• Support the F&B management team when required (clearing rooms etc.)

General:

• To attend regular training and actively contribute to the development of best practice at Kindred.
• To adhere to our Strategic Priorities including Kindred’s Equality, Diversity & Inclusion, Environment & Sustainability, and to play an active and positive role in our anti-racism work and in furthering our accessibility.
• To provide a welcome and ensure a positive and inclusive experience for members and guests.
• To publicly represent Kindred in a prepared and professional manner.
• To undertake any other duties which may be reasonably requested to ensure the smooth running of Kindred Club.

Experience and requirements:

• 1+ years’ experience in a reception, hosting or similar FOH role. However, attitude is more important to us than experience.
• Strong verbal and written communication skills in English
• Excellent interpersonal skills: you are friendly with everyone, but able to remain professional.
• Strong organisational skills with the ability to multitask projects from start to finish.

Further Details:

Holiday allowance: 28 days annual leave allowance including public holidays.

Core working hours: 8:00am – 2:00am

Shifts: A maximum of 12 closes per calendar month. Shifts will be a mix of opening, mid, and closing.

Benefits:

• 50% off food and drink in Kindred and Cellar for you plus 3 friends.
• Free tickets for you plus one to most events.
• Use of the Club pre-6pm if not working.
• One free meal per shift.

Please apply by sending a cover letter and CV/portfolio to: [email protected]