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Operations

Co-working Space Operations Performance Checklist

This checklist audits full co-working space operations, member experience, facility maintenance, service standards, and community management for shared workspaces, flexible offices, and hybrid working hubs. It covers end-to-end operations from member onboarding and daily facility management through to community engagement and offboarding for standard operational auditing.

10 sections · 70 questions

Member Onboarding & Space Access

  • Are all new member enquiries responded to within 1 business day, with clear information on membership plans, pricing, and space amenities?Required
  • Is a comprehensive onboarding session completed with all new members, covering space access, house rules, amenity usage, and emergency protocols?Required
  • Are all access credentials (key fobs, access codes, app permissions) activated and tested with the member before their first day of access?Required
  • Are new members given a full tour of the space, including work zones, common areas, meeting rooms, and amenities, during onboarding?Required
  • Is the member’s dedicated workspace (desk, office, hot desk area) prepared, clean, and ready for use before their first day?Required
  • Are all membership terms, pricing, cancellation policies, and house rules clearly disclosed to the member before signing up?Required
  • Is a dedicated point of contact assigned to each member for ongoing support and queries throughout their membership?Required

Facility & Workspace Maintenance

  • Are all dedicated workspaces, hot desks, and private offices cleaned and sanitised daily, with no debris, dust, or spills left behind?Required
  • Is the entire workspace floor vacuumed or mopped daily, with hard-to-reach areas and under furniture cleaned regularly?Required
  • Are all high-touch surfaces (door handles, light switches, lift buttons, kitchen appliances) sanitised multiple times daily?Required
  • Are all work surfaces, chairs, and storage units inspected regularly for damage, with any faulty items repaired or replaced immediately?Required
  • Is the space kept free of clutter, with no unauthorised items left in common areas or walkways?Required
  • Are all windows, glass partitions, and whiteboards cleaned regularly, with no smudges, dust, or permanent marker residue?Required
  • Is the space aired out regularly, with adequate ventilation to maintain a fresh, odour-free working environment?Required

Common Area & Amenity Standards

  • Are all common areas (lounge, kitchen, break rooms, phone booths) cleaned and restocked daily, with no mess or empty amenities?Required
  • Is the kitchen fully stocked with essential amenities (tea, coffee, water, cutlery, crockery) at all times, with expired items removed promptly?Required
  • Are all kitchen appliances (fridge, microwave, kettle, coffee machine) cleaned daily, with any spills or food debris removed immediately?Required
  • Are all phone booths, quiet zones, and focus rooms kept clean, quiet, and free of unauthorised items, with time limits enforced fairly?Required
  • Are all restrooms cleaned and sanitised multiple times daily, fully stocked with soap, toilet paper, and hand towels, with no odours or mess?Required
  • Are all common area seating, tables, and fixtures wiped down and sanitised regularly, with no crumbs, spills, or debris left behind?Required
  • Is there a clear system for members to report issues with common areas or amenities, with a guaranteed response time for resolution?Required

Internet & Technical Infrastructure

  • Are the primary and backup internet connections fully operational 24/7, with no unplanned outages or downtime during core working hours?Required
  • Is the Wi-Fi network secure, with separate member and guest networks, and clear login instructions provided to all members?Required
  • Are all hardwired internet ports, printers, scanners, and office equipment fully functional, with any faults repaired immediately?Required
  • Is there a dedicated IT support contact available for members, with a guaranteed response time for technical issues during core hours?Required
  • Are all meeting rooms equipped with fully functional video conferencing equipment, screens, and audio systems, tested before each booking?Required
  • Is the internet bandwidth sufficient for the number of members, with no throttling or slow speeds during peak usage times?Required
  • Are all software systems (access control, booking app, member portal) fully functional and updated regularly, with no service disruptions?Required

Member Support & Service Delivery

  • Is there a dedicated on-site support team available during all core working hours, to assist members with queries and issues?Required
  • Are all member queries (in-person, email, app, phone) responded to within 1 hour during core working hours, with urgent issues addressed immediately?Required
  • Is the support team friendly, professional, and knowledgeable about the space, amenities, and membership options?Required
  • Are all member issues and complaints addressed promptly and fairly, with a clear resolution plan and follow-up to ensure satisfaction?Required
  • Is there a clear system for members to submit feedback, suggestions, or requests, with all submissions reviewed by management regularly?Required
  • Are members kept informed of any space changes, maintenance works, or service disruptions via their preferred communication channel in advance?Required
  • Is the support team able to assist with basic admin tasks, printing, scanning, and meeting room setup, to support member productivity?Required

Community Management & Engagement

  • Are regular community events (networking sessions, workshops, socials, industry talks) hosted in the space, with clear advance notice to members?Required
  • Is there a dedicated member community channel (Slack, WhatsApp, app) for members to connect, share updates, and collaborate?Required
  • Are new members introduced to the community, with opportunities to meet other members and build connections?Required
  • Are member success stories, milestones, and businesses highlighted and celebrated within the community?Required
  • Is there a clear code of conduct for the community, with all members expected to treat each other with respect and professionalism?Required
  • Are member surveys conducted regularly to gather feedback on community needs and event preferences, with changes implemented accordingly?Required
  • Are partnerships with local businesses, service providers, and industry experts established to offer exclusive benefits to members?Required

Health, Safety & Security Protocols

  • Is the space fully secured 24/7, with controlled access only for authorised members and approved visitors?Required
  • Are all emergency exits, fire routes, and assembly points clearly marked, unobstructed, and accessible at all times?Required
  • Are all fire safety equipment (fire extinguishers, smoke detectors, first aid kits) inspected regularly and fully functional?Required
  • Is there a clear emergency response plan in place, with all members informed of protocols during onboarding?Required
  • Are all walkways, stairwells, and common areas kept clear of trip hazards, with any spills or obstacles cleaned up immediately?Required
  • Is there a clear visitor management system in place, with all visitors signed in, issued with a temporary pass, and escorted where required?Required
  • Are all electrical equipment, wiring, and installations inspected regularly, with any faulty items removed from use immediately?Required

Billing & Membership Administration

  • Are all membership plans, pricing, and billing cycles clearly disclosed to members before sign-up, with no hidden fees or charges?Required
  • Are invoices sent to members promptly before the billing due date, with a clear, itemised breakdown of all charges?Required
  • Is the payment process seamless, with multiple payment options available to members, and no unexpected payment failures?Required
  • Are all membership changes, upgrades, downgrades, and cancellations processed promptly, with clear confirmation sent to the member?Required
  • Is the security deposit (if applicable) held securely, with clear terms for return provided to the member in the membership agreement?Required
  • Are all billing queries and disputes addressed promptly and fairly, with a clear resolution provided to the member?Required
  • Are all member records, billing details, and personal data stored securely, with no unauthorised access or disclosure?Required

Event & Meeting Room Operations

  • Is the meeting room and event space booking system easy to use, with real-time availability visible to members?Required
  • Are all meeting room bookings confirmed promptly, with a reminder sent to the organiser 24 hours before the booking time?Required
  • Is the meeting room fully prepared, cleaned, and set up with the requested equipment, seating, and refreshments before the booking start time?Required
  • Are all event spaces fully customisable to the organiser’s requirements, with clear guidance on capacity, catering, and setup options?Required
  • Is there a dedicated staff member available to assist with meeting room setup, technical support, and event coordination during bookings?Required
  • Are all meeting rooms and event spaces cleaned and reset immediately after the booking ends, ready for the next use?Required
  • Are all event and meeting room policies, including cancellation terms, capacity limits, and house rules, clearly communicated to the organiser before booking?Required

Member Offboarding & Space Turnover

  • Is the offboarding process clearly explained to the member when they cancel their membership, with all steps and timelines outlined?Required
  • Is the member’s dedicated workspace fully cleared, cleaned, and reset immediately after their membership ends, ready for the next member?Required
  • Are all access credentials, keys, and fobs collected from the member on their last day, with all access permissions revoked immediately?Required
  • Is the final invoice, including any outstanding charges or fees, sent to the member promptly, with a clear breakdown of all costs?Required
  • Is the security deposit returned to the member within the agreed timeframe, with an itemised list of any deductions (if applicable) provided?Required
  • Is an offboarding feedback survey sent to the member after their membership ends, to gather insights on their experience and areas for improvement?Required
  • Are all member records, data, and personal information handled in accordance with global data protection rules, with secure storage or deletion as required?Required

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