Member Experience Lead

Kiln•Bend, OR

8d•Onsite

About The Position

Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places, and spaces. Kiln launched in 2018 in Salt Lake City and Lehi, Utah, and has since expanded throughout the Mountain West. As a leader in the flex-office movement, Kiln is helping define the future of hybrid work within the evolving world of commercial real estate. Our Core Values: 1: Human at the core 2: Achieve & Celebrate Together 3: Thoughtful and with Purpose 4: Always Evolving 5: Nothing short of Extraordinary 6: Scrappy & Ingenious Our Mission: Our mission is to change the world within the workplace, elevating the quality of life for our members and enabling teams to build in new and creative ways. Our community lifts individuals, facilitates learning, and is creating a collective that is capable of things we cannot imagine.

Requirements

Customer service and hospitality experience required
Must have strong verbal and written communication skills
Exceptional organizational, multitasking, and problem solving skills
Demonstrates integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Passion for entrepreneurial communities
Passion and understanding for Kiln’s mission and values
Proficient in basic computer skills
People-first mindset
High integrity and accountability
Empathetic, dependable, and self-aware
Entrepreneurial spirit
Passion for building community
Genuine alignment with Kiln’s mission and values

Nice To Haves

College graduate with a four-year degree preferred, but not required

Responsibilities

Create a warm, welcoming atmosphere at the front desk by greeting members and guests by name, managing check-ins, and serving as the first and last point of contact.
Set up and present daily food offerings in a consistent, appealing way.
Provide timely, helpful responses to member inquiries and oversee communication channels like Slack and email.
Lead new member onboarding and orientation to ensure a smooth and engaging introduction to the community.
Plan and execute inclusive, on-brand community events to drive member engagement, networking, and collaboration.
Promote community events through newsletters, posters, and Slack.
Coordinate food and beverage for events within budget and in line with Kiln’s brand.
Gather feedback from the member community to ensure events are aligned with their interests and provide a valuable experience.
Maintain and update multiple event calendars (internal and public-facing).
Secure local partnerships, workshop hosts, and sponsors.
Manage non-member room booking inquiries, confirm reservations, and prepare spaces accordingly.
Maintain a strong understanding of Kiln’s membership offerings, amenities, and value propositions to effectively communicate our services and support the sales process during walk-in or scheduled tours.
Identify, address, trouble-shoot and resolve all member-related issues to ensure a frictionless member experience
Maintain lounge, meeting, and breakout areas to ensure a clean, comfortable, and welcoming environment for members and guests.
Open and close the site daily, ensuring all areas are secure and operational.
Conduct thorough site walkthroughs, promptly addressing any issues or escalating them to the appropriate department for resolution.
Serve as the main point of contact for members regarding facilities and maintenance concerns, troubleshooting, and resolving issues as needed.
Procure and purchase food, beverage, and other supplies as needed for the space, ensuring an exceptional member experience while staying within budget and controlling costs.
Submit receipts and manage related documentation for accurate expense reporting.
Manage and restock the on-site marketplace, ensuring it is always stocked with enticing options for members, with inventory maintained and orders placed as needed.