Member Experience Lead

About Kiln:

Kiln is a flex-office and lifestyle brand that strives to deliver an exceptional experience, elevating the performance and lifestyle of our members through an ecosystem of people, products, places, and spaces.

Kiln launched in 2018 with our first locations in Salt Lake City and Lehi, Utah. Today, we’ve grown to 21 hubs across the Mountain West, and we’re just getting started. As a leader in the flex-office movement, Kiln is shaping the future of hybrid work in the evolving landscape 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 transform the world within the workplace, elevating the quality of life for our members and empowering teams to build in new and innovative ways.

Our community lifts individuals, facilitates learning, and creates a collective that is capable of things we cannot imagine.

Role Summary: 

The Member Experience Lead is stationed at the front desk and serves as the first point of contact for all members and guests—ensuring every arrival feels warm, polished, and personal. This is a true front desk role that anchors the day-to-day member experience. In addition to managing hospitality and physical space operations, this role curates engaging events, builds local partnerships, and supports the broader Community Team in creating a vibrant, high-touch environment throughout the Kiln location.

Goals and Objectives: 

- Personifies Kiln’s core values and strives to achieve our vision 

- Support the Community Team to achieve the following: 

Create an exceptional member experience by providing warm, daily hospitality, managing quality amenities, organizing engaging events, and building a connected, collaborative community through meaningful interactions.

Be the warm, welcoming presence at the front desk- approachable, attentive, and kind- serving as the first point of contact for members and guests.

Build strong relationships with members, partners, and vendors.

Uphold Kiln’s brand standards by ensuring all physical elements of the space are consistently maintained and presented at a high level.

Support the Community Team by following direction from the Community Manager  and stepping in where needed to ensure smooth operations.

Coordinate all external bookings and reservations, ensuring meeting rooms and event spaces are properly scheduled, prepped, and set up to meet the needs of guests and members.

Major Responsibilities:

Member Experience 

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.

Events/Member Programming Management 

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.

Membership Management 

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 

Operations/Facilities Management 

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.

Act as the liaison with the cleaning company to ensure the building is always clean and well-maintained.

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.

Ideal Experience and Skills:

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

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