Whether you step into a WeWork location for the first time ever or the third time today, the smiling face of a member of the community team is one of the first things you’ll see. Our community team members’ primary goal is to ensure that members are set up for success. And while they do this by preparing the building each morning and checking that processes are running efficiently, there’s more to their work than managing building operations.
Experienced in hospitality and knowledgeable about WeWork’s offerings, community teams create a warm and welcoming environment that allows members to do their best work. They come from a wide range of backgrounds, with experience in retail, event management, client services, and the service industries, which have equipped them with the skills to provide above-and-beyond hospitality. A typical day includes multitasking, prioritizing, and anticipating member needs.
“I think of my role as something that encompasses everything under the sun, with the main focus of uplifting members and creating a sense of community throughout,” says David Morency, a community lead at WeWork 501 Boylston St in Boston and one of 10 recipients of this year’s WeWork Community Commitment Award, an internal WeWork recognition.
To better understand WeWork’s “secret sauce,” we asked Morency and other winners to share the special ways they enhance members’ WeWork experiences every day.
Bringing a sense of joy to the day
“I always go out of my way to make members feel included, known, and cared for,” says Aubri Gonzales, a community lead at WeWork University Park in Austin. “I give a high priority to the person right in front of me, what their needs are, and how I can make their day easier. Going the extra mile is about staying present and reading between the lines to tune into a member’s needs. Putting myself in the member’s shoes helps me approach each situation thoughtfully.”
Gonzales knows that attention to detail makes all the difference. “I once planned a Friends-themed trivia game for a member who was a superfan,” they recall. “We decorated the room and got buzzers so the participants could ring in their answers. It was so rewarding to see the joy and surprise on the member’s face.”
Ayrton Hough, a community manager at WeWork 120 Spencer St in Melbourne, says there is a “beautifully broad spectrum of member experience—from the smallest low-cost initiatives to the larger, grander touches we offer our community.”
Josh Cass, a community associate at WeWork Oskar-von-Miller-Ring 20 in Munich, always has an eye on how to help. “It can be the most simple thing,” Cass says. “Anytime it’s raining, I’ll give them an umbrella. If they already have an umbrella, I give them some chocolate. Everyone loves chocolate.”
Stepping in at crunch time
With member experience at the forefront of everything they do, the community team thrives on problem-solving, innovation, and creating efficient processes so members have the comfort and flexibility to pursue their passions. Mason Brown, a community manager at WeWork 100 Harris St in Sydney, says the innovation at WeWork is unmatched because “we have the foresight to think of the end user. We constantly regroup and collect feedback from members to continuously deliver the best experience possible.”
Cass remembers a time when a member was tasked with organizing a last-minute conference for her company. “We knew she was crunched for time, so I walked her through what our team could do to help host and cater the conference,” he says. “We were able to get the event planning started with the WeWork team in Frankfurt, and I could see the weight being lifted off the member’s shoulders. It’s moments like these that drive us as a team.”
An in-house cheer squad
Community teams find the drive and motivation of entrepreneurial members to be completely infectious. Melvena Momo, a community associate at WeWork 500 7th Ave in New York City, says, “It’s inspiring to watch members grow their business, and I enjoy cheering them on. When members come back to thank me for the things I do to support them, I often feel like I’m a part of their growth.”
Momo shares a story about a company that moved into the building earlier this year with just two employees. “Within months, they hired a bigger team and expanded into a larger office space, growing from a six-person to an 11-person office. We surprised them with a mini celebration to acknowledge their growth. The fact they stayed at WeWork and wanted to grow with us made me feel we had a direct impact,” Momo says.
“By understanding why companies have chosen WeWork, our team can tailor our approach to motivate them to drive and build within our spaces. We are their biggest fans,” says Brown.
When members enter a WeWork space, they’re met not only by the community team but also by a variety of entrepreneurs who are looking to build relationships and their businesses. “Being able to bond with others and elevate a human experience with something as fundamental as connection is such a privilege and the highlight of my role,” says Hough.
“We are the one consistent thing members have in their work environment,” says Morgan Mack, a community lead at WeWork 115 Broadway in New York City. “We’re the first person they see every morning; we hear them out and listen to their problems. People need that ear or place to feel safe or seen or heard. Cultivating those relationships and learning what makes them smile makes each day better.”
I’m proud that we allow members and employees to shine in their own shoes and give them the tools to be themselves.Mason Brown, community manager at WeWork 100 Harris St in Sydney
In getting to know members personally, community teams are in unique positions to build connections among members. They learn members’ names, interests, and what they do, so that they can personalize their experiences, which includes introducing them to other members. Cass has coordinated multiple networking events in his building to help bring members together, for example, a barbecue in which members of marketing and cloud computing companies were able to meet and begin collaborating, and an event to support female startup founders pitching their companies to the community.
Being the go-to source for member solutions, Brown says, “by creating a solution for a member using another member’s product, is possibly one of the most rewarding parts of my role.”
Maintaining an inclusive environment
Many of our community team members are involved in WeWork’s employee community groups (ECGs), which help foster an inclusive environment for WeWork employees. “I work with Pride of WeWork,” says Cesar Martinez, a community lead at WeWork Holyoke Building in Seattle.
“I utilize the learnings from our internal groups within my market to help create inclusivity for our members, such as creating understanding of the importance of pronouns, what it means to be an ally, and having the freedom of authenticity. From the moment they walk in, I’d like them to know that we are a safe space and they can get on with their workday without worrying about outside factors,” Martinez adds.
Another Seattle-based community lead at WeWork Hawk Tower, Bryna Kuklin, works hard to make sure that any event offered in her space is fully inclusive. “I’m conscious of potential sensitivities and preferences,” she says. “We do our best to recognize every holiday, and we keep pronoun preference stickers available at the front desk.”
WeWork ECGs are global, inclusive communities across the world. Danial Talib, a community lead at WeWork 109 North Bridge Road in Singapore, is a local ambassador for Pride of WeWork, an employee community group at WeWork. “I’m lucky I’m able to be myself at work where others might not have that freedom,” Talib says. “We can have an impact on [a member’s] life by providing them a safe environment and ensuring they don’t feel invisible.”
“I get to be unapologetically me,” says Brown. “I’m proud that we allow members and employees to shine in their own shoes and give them the tools to be themselves.”
When thinking about what drives them to deliver excellent member experience, Aubri reflects on moments in their life where others have gone out of their way to make them feel seen. “I remember how good it feels to be noticed and acknowledged, and that I matter. I want to give that experience to others and will do everything I can to make members feel like they belong here.”
Ultimately, Gonzales says, the secret sauce is “the open-minded inclusivity and curiosity we have of wanting to understand each other as people and members of a community.” With that sense of understanding as a foundation, anything is possible.
“I think I can speak for all community team members when I say that we really value our members,” Kuklin says. “The people we have are so special, and that shines.”
Interested in becoming a member? Find your perfect workspace here.
Do you feel like you could be a great addition to the WeWork community team? Explore open roles in cities across the globe here.
Bif Ockwell is an employer brand lead at WeWork. She has specialized in employer branding and employee storytelling for companies in the financial services, health and wellness, and real estate industries.