About us
We empower remote workers to experience – with their families – the nomad lifestyle many people without children have been enjoying for years. It creates a complete «live abroad» immersive experience for families looking to get the most of what the digital age and the world can offer.
Through premium kids-friendly lodging, a cutting-edge education system that follows the children wherever they go, bring together a community of like-minded families who want to explore the planet while working remotely and having a positive impact on their lives and the world.
Role Overview & Introduction to Hospitality Operations
This is a locally based role, as such you are required to live in the specific city or nearby. Your main role is to provide the best experience possible to our families through first class service and a positive ‘can do’ attitude. We are an inclusive company and look for team members that actively involve themselves in our community of team members and families. Building strong relationships with team-members and families is very important to us.
What We Offer
- Trust in you and your workmanship and expertise
- A fair salary package for your local destination
- Opportunity to participate in profit sharing and stock options plan
- Training by industry experts
- Opportunities for personal growth and learning
- Paid holidays to the legal local amount, plus public holidays
- Time-off and opportunity for volunteering
- Freedom to be creative and innovative in your practice
- Discounted accommodations and amenities
- Meal during the day
We will provide you with training, guidance and on-going support within your role.
Job Description
Primary responsibilities
- Build and maintain a community on all relevant social media/platforms.
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- Assist and support the Experience Champion with the content calendar (posts/articles) for each cohort
- Maintain and deploy content to our internal UGC channel for Social Marketing at Global level
- Engage with the community daily on requests or posts for as wide of a business schedule/calendar as possible
- Engage with and support the community on daily requests via the Boundless Services Ticketing tool and through presence within the Cohort.
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- Interact with community on the ticketing platform and Community Channels
- Coordinate with the rest of the team re requests coming through
- Review/attend to tickets/requests assigned to the Community team in a timely manner always showing urgency and a fast, professional resolution mindset
- Drive Endeavour and Skill-sharing efforts of the Community through your direct engagement with families and knowing the Skill-base within a Cohort. Be proactive in your support of this.
- Support the building of the Boundless Life brand on social media.
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- Liaise with social team on a regular basis, support UGC channel with relevant and regular weekly content for your location
- Share photo evidence of Experiences/Activities keeping privacy requests in mind
- Create and share report on Events participation in co-work with Experience Champions
- Partner with a photography/videographer to capture moments for social media where relevant. Train with the Social Media lead for internal training
- Gather information on events at a company level to leverage locally or share with local team, families
- Support the building of sustainable practices where possible.
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- Identify and implement opportunities where sustainable practices can be implemented
- Support the sustainability message of our Housekeeping efforts through detailed knowledge on what we offer/support versus what comes at an extra cost
- Standards and Processes Champion for its Operational disciplines
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- Establish and manage the local Google Drive folder that obtains all necessary information on standards and processes for the different areas within your local and teams
- Establish/manage/update all Standard Operating processes (Playbooks) and Chapters (manuals and checklists)as directed by Global Operations for your areas to ensure a business continuity is given at all times and a consistent service and work ethos is in place
- Be Master of the Location Guide Book showing all partnerships and contacts for the location for quick reference
- Establish a Location Playbook if not already in place, continuously update this twice a year. Demand Gen will use this as a resource on location knowledge.
- Establish (if not in place) and maintain Cohort to Cohort the Welcome Guide for continuous improvement. Liaise with Global Ops to ensure consistency of content is practised across locations.
- Financial Acumen
- In Co-working with the Experience Champion establish a cost analysis of all events and experiences ahead of its execution to ensure the cost is feasible and approved and experiences are priced fairly and within profit margins at all times
- Show a keen interest in the overall member satisfaction of the location and support ways to increase member satisfaction at all times
- Support the Experience Champion in its efforts to drive Partnerships on location for commissionable deals
- Help establish the Boundless Services List on location and maintain it regularly for the best possible efforts in cross-selling services to our families
- Cohort Turnover/Preparedness
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- Establish and keep updating the locations Welcome Guide
- Establish and keep updating the locations EC/OPS brochures
- Establish and keep updating the Emergency Manual/Emergency Cards for all apartments
- Establish and keep updating the locations Google Map in line with most recent Apartment inventory and in accordance with recommendations given in the Welcome Guide or of general interest to families
- Establish and keep updating Cohort relevant Community Channels
- Assist during Cohort turnover time with any cross discipline activities as directed by the Location Manager
- Ensure the Welcome Kits and consumables along with Welcome notes are prepared for all arriving families
- Ensure all Transfers are booked and confirmed to maximum family satisfaction
- Be present and actively assist with the welcoming of families to location
- Assist with the Inventory/Registration process as required, coordinate a successful outcome to ensure we have this on company file by end of week one of arrival
Qualifications/Requirements
- Minimum 2 years experience within a Guest Relations/Customer Experience or Community Building role within a hospitality setting
- Minimum 1 year experience in assisting with organising events
- Excellent interpersonal, communication, and decision-making skills
- Great organisational skills to manage the volume of customer requests received
- Experience in supervising others and managing 3rd party vendors
- Enjoys working in a fast-paced, startup environment
- Enthusiasm: exhibits passion and excitement over work. Has a can-do attitude
