Workbook- Community Lead - Hospitality

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TOPIC OVERVIEW WEWORK EVENTS MEMBER NEEDS ARRIVALS AT WEWORK PROBLEM-SOLVING eLearning topics: Choosing the right event topics, measuring event success eLearning topics: Relationship building, Move In Move Out, WeWork offerings eLearning topics: Starting the day at WeWork, greetings and arrivals eLearning topics: Recovering service On the job training: -Planning events -Event execution On the job training: -Making the most of a WeWork membership -Surprise and delight On the job training: -Front Desk Etiquette -Move in/move out On the job training: -Addressing concerns on ZenDesk -Face to face service recovery Teaching others: Partner with Community Team on lead-generating events Teaching others: Hospitality behaviors Teaching others: Elevating arrivals Teaching others: Zendesk ticket review and coaching Virtual session: Designing events to meet member needs Virtual session: Caring for members Virtual session: Hosting prospective members and guests Virtual session: Empathy and ownership CAPSTONE Design an event for members to connect with each other in a meaningful way Present on a selected topic Hospitality Bootcamp: In Person in Cluster Cities
PREPARATION THIS WORKBOOK IS DIVIDED BY TOPIC. YOU WILL READ ABOUT METHODS THAT HELP YOU ACCOMPLISH THE FOUR ESSENTIAL RESPONSIBILITIES. YOU WILL COMPLETE ACTIVITIES TO APPLY YOUR KNOWLEDGE. ● BEFORE YOU BEGIN EACH TOPIC, READ THE PREPARING FOR IMMERSION SECTION. THIS SECTION WILL LET YOU KNOW THE MATERIALS AND SCHEDULING NEEDS THAT ARE REQUIRED. ● DON’T GET AHEAD OF YOURSELF! GO AT YOUR OWN PACE. THIS TRAINING PROGRAM IS DESIGNED TO MAKE YOU CONFIDENT IN YOUR ROLE. YOUR LEARNING IS YOUR JOURNEY. ● ALLOW FLEXIBILITY IN YOUR WORK. YOU MIGHT NEED TO COMPLETE ACTIVITIES IN SEPARATE SITTINGS; THAT’S OKAY. YOU CAN ALWAYS COME BACK TO THE WORKBOOK AND FINISH AT A LATER DATE. ● SAVE YOUR WORK. UNLESS OTHERWISE INSTRUCTED, EVERY WORKSHEET YOU FILL OUT IN THIS BOOK SHOULD THEN BE SAVED TO YOUR GOOGLE DRIVE. SHARE THIS DRIVE WITH YOUR MANAGER. ● IF YOU SEE A BOX, YOU CAN TYPE IN IT TO RECORD YOUR THOUGHTS OR RESPOND TO PROMPTS.
Page 1 and 2: COMMUNITY LEAD - HOSPITALITY Workbo
Page 3: WELCOME TO LEARNING IMMERSION - HOS
Page 7 and 8: EXECUTING AN EVENT OBJECTIVE Think
Page 9 and 10: OUTLINE FORMAT Date, start time, an
Page 11 and 12: EXECUTING AN EVENT ACTIVITY 2 Shado
Page 13 and 14: EXECUTING AN EVENT ACTIVITY 1 Ask y
Page 15 and 16: APPRECIATING MEMBERS THROUGH EVENTS
Page 19 and 20: OUTLINE FORMAT Date, start time, an
Page 27 and 28: MAKING THE MOST OF A WEWORK MEMBERS
Page 37 and 38: SURPRISE AND DELIGHT METHOD 1: PUT
Page 39 and 40: SURPRISE AND DELIGHT ACTIVITY 2 Cap
Page 41 and 42: ARRIVALS On the job training: Front
Page 43 and 44: OBJECTIVE THE FRONT DESK METHOD 1:
Page 45 and 46: OBJECTIVE THE FRONT DESK ACTIVITY 1
Page 47 and 48: METHOD 4: STAY BALANCED. OBJECTIVE
Page 49 and 50: METHOD 5: STAY SAFE. OBJECTIVE THE
Page 51 and 52: MOVE IN MOVE OUT OBJECTIVE WeWork o
Page 53 and 54: MOVE IN MOVE OUT Record things you
Page 55 and 56:
MOVE IN MOVE OUT METHOD 2: EXECUTE
Page 57 and 58:
MAKING MOVE THE MOST IN MOVE OF A O
Page 59 and 60:
IDENTIFYING AND ADDRESSING CONCERNS
Page 61 and 62:
IDENTIFYING THE FRONT AND ADDRESSIN
Page 63 and 64:
IDENTIFYING THE FRONT AND ADDRESSIN
Page 65 and 66:
MAKING IDENTIFYING THE MOST AND OF
Page 67 and 68:
OBJECTIVE COACHING TO ZENDESK METHO
Page 69:
REFLECTION Congratulations! You’v
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Workbook- Community Lead - Hospitality

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