Job Posting: Member & Guest Services Coordinator

Part-Time, 0.8 FTE (24 hours per week)

Compensation: $39,936. salary ($1,664. semi-monthly) plus: annual gym membership/wellness supplement, health and dental insurance, 6% paid vacation days 

Eligibility: Canadian citizen, permanent resident, or refugee status with legal entitlement to work 

Primary job location:  xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish) and Səl ̓ílwətaʔ (Tsleil-Waututh) Nations (Vancouver, British Columbia)

Reporting to: Head of Admin & Finance

About 221A

221A is a nonprofit organization that works with artists and designers to research and develop cultural, social and ecological infrastructure. We keep artists in the city, through studio placement fellowships, residencies, affordable housing and work spaces, education programs, and research and advocacy. 221A envisions a pluralistic society in which all people have the means to access and make culture.

Summary of Role

The Member & Guest Services Coordinator has primary responsibility for 221A’s Coworking membership growth and sustained operations at 825 Pacific’s L2 Coworking Space and secondary responsibility for providing visitor services for 221A’s events and programs. This role supports the expansion of 221A’s coworking services through proactive sales and marketing, content creation and communications, engagement and hospitality, and facility coordination. The successful candidate will serve as the primary point of contact for members and prospective members, ensuring that 221A’s coworking model is well-organized and positioned for growth.

This position requires autonomous operation of day-to-day coworking services while driving membership growth through outreach, inquiry conversion, and relationship building. As the primary on-site staff member, the candidate must be an excellent communicator who proactively liaises with 221A staff to ensure seamless operations and strategic alignment. 

Role Qualifications

Experience

• 2+ years of related work experience in coworking spaces, customer services, tenant coordination, or other membership-based community organizations
• Demonstrated track record of membership growth, including recruitment, lead conversion and sales
• Event coordination experience is considered an asset
• Experience in Vancouver’s cultural, design and nonprofit arts sectors is considered an asset
• Experience with Front of House service in a variety of industries is considered an asset

Skills

• Marketing and sales orientation with ability to identify leads, follow up on inquiries, and close memberships
• Hospitality mindset in building and growing member community and value-aligned relationships
• Ability to work independently and communicate proactively with management 
• Capacity to maintain service consistency amidst workload fluctuations
• Capacity to identify member issues and opportunities and provide early advice
• Ability to handle multiple tasks, projects, and priorities effectively 
• Comfortable with group facilitation and public speaking
• Flexibility and creativity in problem solving
• Complaint management, conflict resolution and de-escalation skills
• First aid certification is considered an asset

Duties and Responsibilities

Membership Growth & Sales (40%)

1. Sales & lead conversion – Grow coworking membership base, including responding promptly to coworking membership inquiries, scheduling and conducting site tours, and following up with prospective members to convert inquiries into memberships. Guiding leads through plan and service selection, payment options, add-ons. Following up appropriately to ensure members are supported in the renewal process. 
2. Content creation and marketing – create digital and printed promotional content for coworking space, including updating website and social media, posting in-person printed posters, cards and notes, gathering member testimonials and storytelling materials. Inform development of marketing initiatives with 221A communications staff.
3. Performance tracking – Monitor and report on key metrics related to membership growth, including new memberships, inquiry conversion rates, retention rates, and revenue.
4. Outreach – Inform development of and execute targeted outreach campaigns to priority membership segments, including nonprofit organizations, cultural workers, designers, students, and administrators, such as posting advertisements on forums, at universities, on coworking websites.
5. Strategic participation – Contribute to membership development strategy, including networking to identify best practices and supporting program planning with 221A leadership.

Member Services & Operations (40%)

6. On-site presence & hospitality – Serve as the welcoming presence and central point of contact for Coworking during operating hours. Greet members and guests, respond to questions and requests, and foster a sense of community and belonging. Maintain professional composure and consistent service quality regardless of workload variations or facility challenges. Stage available spaces as needed to present an attractive, accessible, and welcoming environment. 
7. Facility upkeep, cleaning, and glitches – Daily tidying, cleaning, and upkeep of the coworking space and working with cleaning professionals for scheduled cleaning services. Oversight of the kitchen and coffee bar, bathroom, shared printer services, plants, and linens. Order and restock supplies as needed in coordination with facilities and custodial staff. Monitor and resolve facility glitches, such as monitor/cables, furniture configuration, purchasing of incidentals. 
8. Member communications – Provide regular communications to members in-person and on digital platforms, including member welcomes and engagements, notices and events information. Examples include posting welcomes and introductions, preparing hand-written celebrations and welcoming cards, introducing members who have shared interests. Communicate membership value and benefits to current and prospective members.
9. Member concern resolution – Address member complaints, concerns, and service issues promptly and professionally. Document recurring issues and provide recommendations to management for systemic improvements. Follow up with members to ensure satisfactory resolution and demonstrate commitment to service excellence.
10. Member programming – Facilitate community-building activities, for example, member socials, member-led workshops, and informal gatherings. Engage 221A staff to align coworking programming with organizational initiatives, and build cross-sector relationships.
11. Reporting of facility issues – monitor facility conditions and report maintenance issues promptly to facilities staff. Follow up on work order resolution and communicate status updates to members promptly. 
12. Administration – Completing transactions through Optix software platform in collaboration with administrative staff. Ensure that data about members is accurate and up-to-date. Process membership applications, renewals, and cancellations. 
13. Staff liaison – Maintain regular communication with 221A staff. Provide proactive updates on operations, member issues, facility needs, and growth opportunities to facilities, tenancy, and program teams. 

Events Coordination & Program Support (20%)

14. Event coordination – Coordinate event rentals and bookings at the Project Space (825 Pacific L1) for external organizations, including logistics such as orientations, planning, setup, teardown and day-of coordination as needed.
15. Cross-promotion – Integrate Project Space offerings into coworking facility tours and member benefits communications. Use Project Space events to build awareness of coworking membership opportunities.
16. Stakeholder relations – Maintain relationships with Project Space clients, organizational partners, event speakers, and stakeholders. Represent 221A at events from time to time.
17. Programs and Visitor Support – From time-to-time, staff 221A-led events, programs and meetings as needed, including annual general meetings, community groups, artistic activities.

Ancillary Duties as determined through mutual agreement with the Employer.

Working Conditions

• The Member & Guest Services Coordinator is expected to work on-site in downtown Vancouver, primarily at 825 Pacific St, with consistent presence during peak coworking operating hours.
• They may be the only staff person in the coworking space at times and must be comfortable working independently on-site.
• They will be exposed to noise and regular flow of people in the office environment.
• The Coordinator must demonstrate adaptability across varying workload intensities – from quiet periods requiring proactive engagement to high-volume days during tours, events, or facility issues
• They must have the capacity for extended periods of concentration with computer and mobile phone technology.
• Moderate lifting (up to 12 kg/25 lbs) may be required on an occasional basis.
• In the normal course of work, there may be occasional exposure to particles and particulates at 825 Pacific St. 221A strongly adheres to WorkSafeBC standards and will provide PPE where appropriate, but cannot promise a scent or noise reduced space.
• Computer and mobile phone technologies will either be provided, or payment will be made in lieu by 221A.

How to Apply

Employment Equity

221A is an equal opportunity employer and welcomes applicants on all points on spectrums of race, place of origin, ethnicity, religion, gender, sexual orientation, age, marital status, and ability. 

Priority for this position will be given to:

• Black, Indigenous, and other racialized applicants
• People living with disabilities
• 2-Spirit, trans, queer, and non-binary people

Please send your cover letter and CV/resume by email to hr@221a.ca. 

Please use “[Full Name], Member & Guest Services Coordinator” in the Subject Line.

Ensure your cover letter includes your name, email, and contact information

This call will remain open until the position is filled. 221A thanks all applicants in advance for understanding that due to capacity limitations, only applicants under consideration will be contacted.

Posting will be removed when the position is filled.