SPACE MANAGEMENT COORDINATOR

Job Summary

The Space Management Coordinator plays a key role in delivering exceptional workplace experience. This position is responsible for placing facility work orders, managing incoming calls, booking hoteling reservations for desks and offices, and providing reception desk coverage. The coordinator supports customers both in person and over the phone, offering clear information, anticipating needs, and ensuring every interaction is handled with professionalism, warmth, and efficiency.

Responsibilities
•Manage incoming calls with professionalism, responding to inquiries thoughtfully and independently, and directing callers to the appropriate departments as needed.
•Enter and route facility requests through the ticketing system with accurate classification and timely follow through.
•Conduct follow up communication with customers to provide updates on open requests.
•Deliver a memorable customer experience by ensuring every call is answered with enthusiasm and care.
•Book hoteling reservations and maintain accurate booking records.
•Register guests with security and ensure proper access protocols are followed.
•Provide reception desk coverage, greeting guests, and maintaining a welcoming front of house environment.
•Arrange black car reservations for executives upon request.
•Participate in daily and weekly team meetings to stay aligned with Hospitality & Facilities operations.
•Track and report operational data relevant to call center performance and service goals.
•Support training efforts for new recruits and provide ongoing coaching to current staff to maintain high service standards.
•Maintain awareness of business activity to anticipate and respond appropriately to customer needs.
•Process reservation changes and cancellations promptly and accurately.
•Maintain comprehensive knowledge of services, schedules, amenities, and internal processes.
•Collaborate with team members to ensure smooth daily operations.
•Resolve customer concerns related to reservations and escalate issues when necessary.
•Communicate effectively with other departments to ensure customer needs are met.
•Work from all the New York office locations as required by business needs.
•Provide schedule flexibility to support coverage requirements.
•Perform additional duties as assigned.

Reception Desk Expectations
•Greet and welcome all guests, creating a warm and professional first impression.
•Manage visitor check ins, including verifying appointments, issuing badges, and coordinating with Security.
•Assist all guests by answering questions and directing them to appropriate resources.
•Maintain a clean, organized, and presentable reception area that reflects company standards.
•Monitor lobby activity to ensure a safe and orderly environment.
•Coordinate with Facilities, Hospitality, and Security teams to support smooth daily operations.
•Provide backup or extended coverage during peak times, staff absences, or special events.

Key Competencies
•At least 1 year of reservations or related experience in hospitality, customer service, or facilities support.
•High School Diploma required.
•Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously.
•Warm, professional communication skills with the ability to show empathy and build rapport over the phone.
•Proficiency with Microsoft Office, Social Tables, and general office technology/equipment.
•Ability to remain calm and effective in fast paced or stressful situations.
•Exceptional client service mindset with a commitment to exceeding expectations.
•Punctual, dependable, and detail oriented, with a dedication to operational excellence.
•Discreet, ethical, and committed to maintaining confidentiality.