Guest Experience Manager
SE1, London Bridge (nearest station is London Bridge)
£38,000 - £40,000
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 Facilities Manager in all aspects of service delivery.
The role is full time role Monday - Friday. Hours of work 8am - 5pm.
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 customers
* 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!
* Forging friendly and trusted relationships with the people in the building.
* Regularly reviewing all building amenities and engage with occupiers through meetings and surveys to identify changes in requirements - foldable bike storage / charging for e-bikes and scooters - just a couple of examples!
* Identifying initiatives such as lunchtime run or yoga clubs - and promoting 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.
We are keen to hear from friendly and approachable candidates with experience working within a similar role