Member Experience Coordinator (Concierge)

About And-Co

And-Co is a premium coworking and event space in downtown Vancouver, offering 19 private offices, a 60-person event space, a 30-person workshop room, communal kitchens, shared meeting rooms, and full-service amenities including catered lunches, breakfasts, daily snacks, and curated community programming. Were building a workspace that feels less like an office and more like a place people genuinely want to be.

The Role

This role is the front-facing heartbeat of And-Co. Youll own the daily member experience: front desk operations, onboarding, community programming, platform management, billing coordination, and everything that makes members feel like And-Co is more than just a place to work.

Youll work closely with a second Member Experience Coordinator (Operations) who handles the behind-the-scenes facilities, vendors, and team management. You report to the Arpeg Leadership Team. If youre the kind of person who remembers everyones name, anticipates what people need before they ask, and finds genuine satisfaction in making someones day a little better, this is your role.

What Youll Do

Member Service & Front Desk

• Serve as the primary front-facing point of contact: operate front desk reception during business hours, greet visitors, handle phone inquiries, and manage mail and deliveries
• Create a welcoming, professional atmosphere at reception that reflects And-Cos premium positioning
• Oversee the lunch and breakfast service system: manage day-of setup and execution, monitor food quality and presentation, coordinate with the Day Porter on catering station readiness, and gather member feedback
• Respond to member requests, questions, and issues promptly with a member-first approach; resolve or escalate within agreed service levels
• Proactively identify and resolve member-facing friction points; surface patterns and recommend process improvements to the Operations Coordinator

Member Onboarding & Lifecycle

• Coordinate member onboarding and move-in logistics: welcome orientations, office setup, access credentials, building access, IT setup, and first-week check-ins
• Conduct pre-move-in, move-in, and move-out meetings to own the member relationship from the point of contract onwards
• Track and manage access fobs, key cards, and security credentials for all members
• Coordinate move-out logistics: office inspections, key returns, access deactivation, and deposit processing
• Maintain up-to-date member records, contact information, and company details in the coworking platform
• Facilitate member communications: announcements, building notices, and community updates

Community & Member Engagement

• Plan and host regular social events that reinforce And-Cos culture of connection, collaboration, and wellness
• Complete quarterly check-ins with key decision-makers in each member company to ensure value is being delivered and surface concerns early
• Own the NPS survey system: design, distribute, and analyse quarterly surveys; present findings with actionable recommendations to ownership
• Personalise the member experience know names, preferences, milestones, and business context
• Contribute to marketing efforts: own the member newsletter, coordinate asset capture (photo/video), and provide calendar and creative input
• Conduct tours as needed, tailoring the And-Co pitch to each prospects needs and work style
• Communicate any sales-related inquiries or conversations from members to the BD/Sales team promptly

Platform & Booking Management

• Manage the coworking platform end-to-end: member profiles, billing integration, access credentials, booking calendars, reporting dashboards, and automation
• Process member billing, invoicing, and collections in coordination with the bookkeeper; follow up on overdue accounts with a member-first approach
• Manage the meeting room booking calendar: resolve conflicts, process payments, assist members with reservations, and keep booking data current
• Manage office supply and pantry procurement: maintain par levels, place orders, and manage supplier relationships

What Were Looking For

• 2+ years of experience in a front-facing hospitality, community management, or customer experience role ideally in coworking, hotels, premium retail, or member-based organisations
• Genuine warmth and a service-first instinct; you make people feel welcome without it feeling performative
• Strong interpersonal skills: you build rapport quickly, remember details, and handle difficult conversations with grace
• Experience with community programming or event planning youve organized events, measured engagement, and iterated based on feedback
• Comfortable with technology platforms: coworking software, CRM systems, billing tools, and Google Workspace
• Excellent written communication; you can draft a professional email, a fun newsletter, and a clear member announcement with equal ease
• Highly organized with the ability to manage multiple concurrent responsibilities without letting anything slip
• Proactive and solutions-oriented; you dont wait to be told what needs doing
• Available for occasional after-hours or weekend coverage during events

Nice to Have

• Experience with coworking platforms (Optix, OfficeRnD, Nexudus, or similar)
• Photography or social media content creation skills
• Experience with billing, invoicing, or basic financial administration
• Serving It Right certification (or willingness to obtain)
• Familiarity with NPS surveys and member satisfaction measurement
• First Aid / CPR certification

Why And-Co

• Competitive salary with benefits for a growing, well-funded operation
• A premium downtown Vancouver workspace with best-in-class amenities
• A small, high-impact team where your work is visible and valued from day one
• Catered lunches, breakfasts, and daily snacks yes, you get them too
• Professional development support and room to grow as And-Co scales
• A role where hospitality and people skills are the primary currency, not an afterthought