Casa Manager - Location Rep

This is a Freelance Job

About Cocoon:

Cocoon is a real estate operator for flex rentals and a community space maker.

We offer a unique selection of flex spaces in New York City that are available for rentals by the hour for media productions, offsite meetings, events and showrooms with a full concierge service for a customized booking experience.

We are a community of forward thinkers with a vision to restructure the built environment to make it more sustainable and equal while creating new revenue streams for space owners and servicing the creative industry.

What we are looking for:

We are seeking a Casa Manager who is a highly independent, customer focused, self-starter that can navigate complex logistical and customer management situations.

You should have extensive experience working directly with clients in a customer service focused role, sales experience and most importantly, direct experience in the production or event planning/managing industry.

We are looking for a curious and open minded individual who thrives in a fast paced work environment, as no two days are ever the same.

This role operates at a high physical and mental speed and the pace of the booking can fluctuate dramatically throughout the day and you can expect to be on your feet for 6+ hours at a time.

This role also serves as the face of Cocoon, since you will be our clients' main point of contact on-site during their reservation. Excellent interpersonal, verbal and written communication is critical to the success of this position. In this role, you will provide premium hospitality, manage client expectations, create quality content and promote Cocoon's unique spaces and service offerings while being a problem solver to facilitate a seamless reservation. Cocoon works with a diverse high profile clientele and it's imperative that we always provide a service that exceeds their expectations.

This role is a flexible independent contractor role which requires initial commitment to at least 20 hours of availability per week. The 20 hours of availability are not necessarily spread out throughout the week, since you will be covering reservations that can last up to 12 hours a day. Some Casa Managers might opt for a full time position after a few months if both parties are interested.

Please be aware that most of our properties are not ADA accessible.

Responsibilities:

Foster a culture of critical thinking to come up with new systems that elevate our Location Management service
Become our trends and needs sensor
Provide excellent pre/post customer service
Be the main on-site point of contact for guests during a reservation
Keep physical pace with our guests and be ready to help at a moment's notice
Provide creative, high quality content during the booking process as directed by the marketing team
Generate new leads and sales for Cocoon (with an opportunity for commission!)
Manage guest + space logistics + safety - you are a problem solver
Handle all logistics connected to the ''Day of'' of the reservation - be a block solver
Follow and promote all protocols proposed by Operations Team
Make sure there is zero impact to the space, neighbors, building and/or community
Capability to manage difficult situations in a way that the client feels comfortable and taken care of
Demonstrate poise and professionalism under pressure
Maintain productive and upstanding relationships with local neighbors
Ensure the space is clean and properly stocked throughout the reservation
Highly detail oriented especially with regards to resetting the space
Maintain communication with the operations team throughout the reservation

Qualifications:

3+ years' of direct customer service or direct sales experience
2+ years' experience in the production or events industry
Effective communicator and excellent interpersonal skills
Experience in managing high responsibility areas of a business
Experience in resolving practical or people-related problems
Basic Knowledge of content creation
High autonomy with little to no supervision
Hands-on approach where no job is too small or big
Flexible availability - Late nights/early mornings and weekends may be required
Ability to be on your feet & move around for extended periods of time (6+ hours)
Ability to lift items 40 lbs or more occasionally
Authorized to work for any employer in the US
Valid Driver License (preferred but not required)