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Guest Experience Manager
Manchester City Centre
£31,000 - £35,000
Our client is the UK’s leading specialist in commercial property and asset management. They are also an excellent employer who take fabulous care of their much valued staff.
Quite possibly the most important appointment of the building, this is a front of house role that gives the building personality and puts life and soul into everyday occupation for guests, additionally assisting and supporting the Senior Building Manager and the Operations Manager in all aspects of service delivery.
The role is full time 40 hours per week. 8am - 5pm. Monday - Friday.
Responsibilities
- Ensuring a warm welcome full of your character for everyone who comes through the doors, forging relationships, remembering names, and implementing little touches that make people smile
- Owning and embracing the welcome experience and front of house areas, driving standards to make the spaces sparkling, comfortable, welcoming, memorable and useful - whether lobbies, WCs, showers, cycle stores or smokers’ areas - being house proud and thinking about whether these spaces are working for customer
- You will be responsible for leading a team of 1 Guest Experience Host - this will require ensuring industry leading standards, development, holding regular 1:1’s and involvement in occupier engagement.
- Creating and providing information and training on new changes and building services updates for your (small!) FOH team, so everyone is a building expert
- Pursuing outstanding occupier satisfaction in the handling of guests, employees and client events
- Implementing outstanding reception procedures - call handling, service desk requests, key handling, post and deliveries, bookings of amenity space, problem handling, emergency notifications.
- Reporting service failures to the Help Desk and owning their resolution. Zero tolerance to damage or poor standards
- Managing and training own cover - ensuring cover upholds the same standards and experience
- You are the Building Champion! By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything that goes on!
- Promote local amenities that people should know about - for example, green spaces, new shops and restaurants, local events etc
- 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.
- Maintaining the building’s website ensuring content is up to date, and working with appointed design agency to keep it relevant, engaging and offering a great user experience
- Creating and managing content for the buildings social channels on Instagram and LinkedIn.
If you are a resilient and enthusiastic individual eager to grow and develop - with the ability to self manage and show initiative, then please reach out. Prior experience of managing a team is preferred.
We are keen to hear from friendly and approachable candidates with experience working within a similar role…..
