The opportunity
The Workplace Experience Host is the heartbeat of the building and a highly visible ambassador for Knotel. You will own the day-to-day occupier experience: creating memorable welcomes, building genuine relationships and making sure every interaction and touchpoint feels effortless, thoughtful and personal.
This is much more than a reception role. You will spend time where the experience happens - across reception, shared spaces and occupier floors - anticipating needs, connecting people, gathering feedback and turning everyday moments into reasons for occupiers to enjoy coming to work. Alongside this, you will help keep the building safe, well presented and running smoothly, working closely with the Workspace, Facilities, cleaning and the Workspace Team.
Key Responsibilities
Own the occupier and visitor experience
- Create a warm, confident and personalised welcome for every occupier, guest and visitor, recognising regular building users and anticipating what they may need.
- Act as the go-to person in the building, taking ownership of questions and requests from first contact through to resolution.
- Maintain a visible presence beyond reception, regularly engaging with occupiers across shared spaces and offices to understand how their day is going.
- Bring first-class hospitality to every interaction, finding thoughtful solutions and looking for appropriate opportunities to exceed expectations.
- Support visitor journeys, meeting-room experiences and key moments in the building so that arrivals, transitions and departures feel seamless.
- Handle complaints or sensitive situations calmly and empathetically, restoring confidence and ensuring agreed follow-up actions are completed.
Build community and connection
- Develop genuine relationships with occupiers and become knowledgeable about their teams, working patterns, preferences and important moments.
- Support and deliver a varied programme of building events, activations and wellbeing or community initiatives, from planning and promotion to hosting and feedback.
- Create small, relevant moments of delight that make the workplace feel considered and human, including celebrations, recognition and local recommendations.
- Promote building amenities, services and events in an engaging way, encouraging participation and helping occupiers gain maximum value from the workplace.
- Connect people and organisations where appropriate, helping to create a welcoming community and a sense of belonging within the building.
Deliver excellent daily operations
- Open and close the building as required, ensuring reception, shared spaces and key occupier touchpoints are clean, organised, stocked and ready for the day.
- Complete regular experience-led walkthroughs, viewing the building through an occupier's eyes and checking presentation, comfort, cleanliness, signage, lighting, temperature, washrooms, lifts and access control.
- Maintain a polished reception and shared-space environment, including prompt handling of post, packages, deliveries and occupier notifications.
- Coordinate the day-to-day activity and standards of the cleaning team, raising and following through on any issues with the relevant contractor or manager.
- Work closely with the Facilities Manager and to report faults, monitor progress and keep affected occupiers informed in clear, timely language.
- Remain knowledgeable about building activity, planned works, local amenities and service changes so that information is accurate and proactive. Ensure the Senior Workspace Manager is kept up to date on everything in your building.
Communication, systems and administration
- Manage internal and external communication promptly, professionally and in a tone that reflects Knotel's hospitality standards.
- Use Freshdesk to log, manage and respond to occupier queries within agreed service levels, escalating urgent maintenance issues through the E-log system and following them through to completion.
- Maintain accurate visitor, contractor, key and access-pass records, including replacement or additional passes required for invoicing.
- Attend and contribute to daily and weekly Workspace meetings, sharing building updates, occupier sentiment, feedback themes and operational priorities.
What you will bring
- A genuine passion for hospitality, service and creating exceptional experiences for people.
- Experience in workplace, hospitality, hotels, members' clubs, premium retail, events or another customer-facing environment.
- A naturally warm, curious and confident communication style, with the ability to build relationships across different personalities and seniority levels.
- Strong emotional intelligence and the judgement to handle complaints, competing priorities and sensitive situations calmly.
- A proactive mindset: you notice the details, anticipate needs and take ownership without waiting to be asked.
- Excellent organisation and attention to detail, with the ability to manage multiple priorities in a fast-paced building.
- Clear written and verbal communication skills and confidence using Google Workspace, Microsoft Outlook and workplace or CRM systems; Freshdesk experience is an advantage.
- A collaborative approach and willingness to support the wider team, with flexibility around building needs and events.