Guest Experience Manager
Manchester City Centre
£30,000 - £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 Facilities Manager in all aspects of service delivery.
The role is full time 42.5 hours per week. Monday - Friday.
7am - 3:30pm or 8am - 4:30pm or 9am - 5:30pm (worked on a rolling week by week basis). 1 hour lunch break.
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
* Being eagle-eyed about attention to detail
* Demonstratively ensuring all service partner staff are customer friendly, implementing skills and behaviour training when needed.
* 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!
* Regularly reviewing all building amenities and engage with occupiers through meetings and surveys to identify changes in requirements.
* Identifying initiatives such as lunchtime run or yoga clubs and other social opportunities, such as book clubs, salsa lessons, networking drinks for people to meet or experience downtime.
* 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.
* 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
* Candidates for this position will be responsible for ensuring that the highest standards of management, maintenance and service are being maintained with a focus on the management of hard services & contractors.
* You will ideally be able to demonstrate knowledge of working in buildings that have had fit outs or refurbishment projects focusing on your proactivity to resolve issues, deal with complaints and contractor management. The working knowledge of Health & Safety and work permit documentation is essential and IOSH qualification is desirable
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