Guest Service Manager

You are responsible for the welcoming and efficient guest experience received by all occupiers, their guests, and events at a prestigious London building. You will work closely with the team to ensure the property and facilities service are an exceptional and memorable experience for all. Demonstrate and share the client's passion for high level service delivery.

• Lead by example from the front.
• Manage, motivate and develop your team to enable them to meet and exceed client expectations.
• Coach and mentor your direct reports to achieve their full potential
• Have development plans in place for all team members and where appropriate succession plans
• Reward and recognise individual and team performance
• Proactively communicate with all your reports on a frequent basis. Ensure weekly team talks are held
• Assume responsibility for recruitment in line with company policies
• Responsible for on-site induction and probation of employees in line with company policies
• Carry out annual appraisals in a timely manner with all direct reports and produce development and improvement plans that are followed through
• Deliver prepared and bespoke training to team members as needed
• Deliver Training & Service Focus of the month Positively contribute towards any relevant industry awards
• Support Client Journey Mapping activities, analysing touchpoints to craft bespoke journeys tailored to the unique needs of each visitor and stakeholder.
• Elevate the arrival experience and atmosphere at The building through 'Space Activation' initiatives
• Ensure the visitor is always a priority by balancing management elements of the role with customer service
• Be the singular point of contact for clients regarding all things Front of House.
• Deliver service against contractual KPIs and SLAs
• Manage resources to ensure full and effective staffing cover across all areas of the service, including dedicated and Team Support cover operatives
• Prepare improvement plans to exploit opportunities and address underperformance.
• Create and deliver the annual plan, inclusive of contract retention activity and service innovations
• Create and consistently implement SOPs for all aspects of the service
• Work closely with other service providers to maintain and improve the overall client journey
• Proactively foster a "one-team" culture and vision with all service providers identifying opportunities to align our services
• Manage, maintain, and develop positive relationships with key stakeholders
• Work closely and proactively with our clients and teams on key projects
• Carry out regular audits (internal and external) and sampling of the service
• Conduct weekly service review meetings
• Produce monthly, quarterly, and annual reports and proposals for clients and the company as required
• Organise and chair monthly meetings with occupiers to update on statistics, projects and seek feedback
• Portray yourself and your direct reports as Ambassadors.
• Be aware of changing needs, making recommendations for improvements and innovations to the clients and the Senior Management team
• Implement and develop innovations, new services, and systems efficiently and successfully
• Continually innovate and improve the facilities provided.
• Complete site visits with other clients and sample competitor services to ensure our services remain market leading
• Support the Guest Portfolio Manager with delivering services within agreed budgets
• Oversee the team payroll management
• Be aware of H&S legislation relevant and ensure full compliance
• Complete and review annual risk assessments
• Have a full awareness of security requirements and processes relevant to the service
• Attend all relevant H&S training
• Identify realistic but challenging self-development needs and take full responsibility for your own development and learning
• Effectively manage your own time daily, placing the emphasis on where your contribution will add the greatest value
• Deliver all aspects of your role in a timely manner as required, as a senior manager the need to chase and follow up by your direct manager must not be required
• Your approach always, must be positive, caring, enthusiastic and engaging, always aspiring to be the best at what we do Limits of Authority & Decision Making:
• File notes, letters of concern, disciplinary procedures, and investigations within company guidelines.
• Deal with any complaints, identifying risk to service and escalating as appropriate

People/ Interpersonal Skills

* Confident to communicate clearly, concisely, and effectively at all levels.

• Ability to engage with people to create empathy, trust, and rapport.
• Leadership skills and behaviours.
• Bold and confident with suggestions and ideas
• Exceptional customer focused manner
• Proactive approach
• High standard of personal appearance
• Impeccable attention to detail
• The desire to take responsibility and ownership, through to resolution, for issue and concerns.

Experience & Knowledge

• A minimum of 1 year in a leadership role within a 5* corporate environment.
• Experience in a client/ guest services role or similar role.
• Experience of leading through change
• Understanding of how day to day performance links into SLAs and KPIs
• Meeting room booking and reservation system
• Visitor management systems
• Help desk and ticketing systems
• Switchboard operations
• Microsoft office (high proficiency)
• Working knowledge HR processes
• Working knowledge of Health & Safety processes
• Video Conferencing systems (Zoom, Polycom or similar)

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.