Guest Experience Manager

MS551 - Guest Experience Manager / Concierge Location: ManchesterSalary: £30,000 - £35,000 per annum Overview: First Military Recruitment are currently seeking a Guest Experience Manager on behalf of one of our clients.Our client encourages applications from ex-military personnel however all candidates will be given due consideration. Monday - Friday, 0700-1530 / 0800-1630 / 0900-1730, with a 1 hour lunch break. Duties and Responsibilities:     

• Arguably the most important appointment of the building, a front of house role that gives the building personality and puts life and soul into everyday occupation for guests.
• Implementing outstanding reception procedures – call handling, service desk requests, key handling, post and deliveries, bookings of amenity space, problem handling, emergency notifications.
• Promoting the adoption of technology wherever possible to create a frictionless pathway through the building.
• Reporting service failures to the Help Desk and owning their resolution. Communicating progress updates and managing the ticketing process in any designated system.
• Maintaining a list of small repairs or decorative items that need repair, to ensure sufficient budget is allowed for by the FM or BM and see these items resolved as soon as the budget permits. Zero tolerance to damage or poor standards.
• Managing and training your own cover – ensuring cover upholds the same standards and experience.
• Install and maintain community boards to showcase local amenities that people should know about.
• Secure a budget to mark seasonal events in style and appropriate to the building and its people.
• Liaise with other GXMs across the network to explore services and amenities offered elsewhere. Regularly present ideas to our occupiers’ nominated representatives to obtain agreement, permission to proceed through the service charge or to encourage separate funding.
• Maintaining the building’s website ensuring content is up to date and working with an appointed design agency to keep it relevant, engaging and offering a great user experience.
• Creating and managing content for the building’s social channels on Instagram and LinkedIn.
• Ensure all customer data held by the building management team and front of house team is GDPR compliant, liaising with the Company’s data compliance policy.
• Monitoring statutory and internal compliance, including meeting Company policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements.
• You will be assisting the FM in administrative duties such as preparing audit inspection forms and reports.
• You will be responsible for leading a team of 2 Guest Experience Hosts. This will require ensuring industry leading standards, development, holding regular 1:1’s and involvement in occupier engagement.

Skills and Qualifications:

• The working knowledge of Health & Safety and work permit documentation is essential and IOSH qualification is desirable.
• Experience of working in a similar role.
• Ideally experience of Riskwise and Gmail.
• Excellent organisational skills.
• Strong interpersonal skills, capable of communicating across at various levels.
• Proactive, flexible attitude to the changes to the company, IT systems and the role.
• Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally.
• Achieving results and prioritise work including attention to delivery to all stakeholders.