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Guest Experience Coordinator Ref: VN382 London
About Us
Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.
We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.
Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.
About the Role
The role of the Guest Experience Coordinator (GEC) is to ensure that the experience delivered to internal, external, and remote users is memorable and exceptional, representing best-in-class service while creating a safe and productive work environment in line with agreed standards.
As a brand ambassador, you will work collaboratively with internal stakeholders and supply chain partners to proactively manage the end-user experience. You will bring to life our purpose, behaviours, and values, ensuring that every interaction exceeds expectations.
You will be empowered to confidently assist building users, creating a seamless experience between onsite and remote working. You will take full ownership of resolving guest experience issues, escalating them when necessary. You will thrive in a fast-paced, evolving professional environment, demonstrating adaptability and a consistent drive to deliver exceptional and memorable experiences.
You will also act as a steward of the new workplace setting, offering proactive support, education, and guidance on appropriate workplace etiquette. You will intervene politely when necessary to ensure appropriate behaviours in an agile working environment.
Additionally, you will provide front-line support, advice, and guidance to building users, helping them effectively use technology-driven solutions such as:
* Visitor management systems
* Desk booking applications
* Meeting room booking tools
These tools are essential to maximising the user experience at the client’s office.
Main Responsibilities will include:
* Portray a consistently professional image to all parties.
* Provide proactive front-line support, advice, and guidance to building users to ensure they are using the appropriate technology to maximise the client office experience.
* Proactively meet and greet building users in the general lobby area, assisting and directing them as needed—including support with the desk booking app, verifying information against the database, and helping them navigate the building.
* Track and report any system-related issues, escalating where required.
* Manage the arrival of guests to the building, including suppliers and third-party contractors, informing hosts of their guests’ arrival and following appropriate entry and security procedures.
* Take ownership and be accountable for customer service standards within reception and lobby areas, including monitoring the service levels delivered by security and temporary staff.
* Perform regular inspections of floors, including meeting rooms, to ensure high standards of cleanliness, tidiness, and decoration are maintained.
* Personally follow up on reactive customer service-related work orders and enquiries from business users.
* Support the Community Coordinator in promoting appropriate workplace behaviour through floor walks, corrective reminders, and engagement with team champions. Escalate issues as needed to reinforce new etiquette and usage of seating and meeting areas.
* Continue supporting the new floorplate style after the Community Coordinator role ends by hosting drop-in sessions for PAs and end users, addressing concerns, collecting feedback on app issues, and ensuring it reaches the appropriate contacts.
* Oversee and coordinate meeting room bookings and usage, proactively identifying any decoration or maintenance needs.
* Ensure meeting rooms are ready and available on time to maximise the experience for the next users.
* Support the onboarding process by organising one-on-one meetings (in person and virtual) and assisting with workplace inductions for new starters.
* Provide backup support to the hospitality team when needed.
* Escalate any health and safety concerns.
* Contribute to innovation and the development of new ways to deliver best practices.
* Assist with events as they return to scope.
* Support emergency evacuations by acting as a Fire Marshal.
* Provide assistance with room setup and porterage when required.
* Act in accordance with both client and Mace processes, procedures, and etiquette.
* Perform other reasonable tasks and duties and provide additional ad-hoc analysis and reporting as requested by line management.
About You
The ideal candidate will have:
* Excellent verbal and listening skills.
* Ability to adapt to situations as they arise and implement appropriate solutions.
* Proactively suggest improvements to customer service delivery.
* Independent thinking in assessing where the customer experience is falling short, with confidence to intervene when necessary.
* Ability to work both independently and as part of a team.
* Capable of juggling priorities to ensure the most pressing customer need are addressed first.
* Take responsibility for every stage of the internal and external customer experience, supporting colleagues in achieving service excellence.
* Personally own customer service issues, supporting the solution process through to completion, providing updates, and confirming customer satisfaction.
* Take an active role in your own learning and professional growth.
Diversity Statement
We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Me is Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally.
Our aim is to help identify and acknowledge individual needs that may impact work-life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity.
Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service and Administrative
* Industries
Facilities Services
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