Guest Experience Manager, Monday - Friday, 8am-6pm

Guest Experience Manager

Role Purpose

The Guest Experience Manager is responsible for delivering an exceptional guest, visitor, and occupier experience within the building. As the sole front-of-house representative on site, you will act as the primary point of contact for occupiers, visitors, contractors, and stakeholders, ensuring a professional, welcoming, and seamless experience at all times.

You will take ownership of all front-of-house operations, occupier engagement activities, visitor management processes, and reception administration. Working closely with the Property Management team and client representatives, you will continuously seek opportunities to enhance service delivery, improve occupier satisfaction, and support the overall vision and values of the building.

Success in this role is built upon establishing strong relationships, demonstrating accountability, taking initiative, and delivering a consistently high standard of customer service. As a single-person site, the role requires a self-motivated individual who can work independently, manage multiple priorities, and confidently take ownership of the front-of-house function.

Key Responsibilities

Guest Experience & Community Engagement

• Act as the ambassador for the building, creating a welcoming and professional atmosphere for occupiers and visitors.
• Develop and maintain strong relationships with occupiers, client representatives, contractors, and visitors.
• Review and continuously improve the visitor and occupier journey to ensure an exceptional customer experience.
• Promote occupier engagement through events, communications, wellbeing initiatives, and sustainability activities aligned to the building vision.
• Support the delivery of community-building initiatives that encourage occupier interaction and engagement.
• Maintain regular communication with occupiers, responding proactively to requests, feedback, and service opportunities.
• Assist in the promotion of concierge-style services and occupier benefits available through approved platforms and programmes.
• Provide administrative support to the Property Management team as required.

Front of House & Visitor Experience

• Deliver a consistently professional and welcoming reception service.
• Meet, greet, and register all visitors in accordance with site procedures.
• Notify occupiers promptly of visitor arrivals.
• Manage visitor bookings, meeting room reservations, and daily reception activities.
• Ensure reception and lobby areas are maintained to the highest presentation standards.
• Answer telephone calls, emails, and enquiries professionally and efficiently.
• Maintain accurate visitor records and site logs.
• Ensure the reception desk is operational and appropriately managed throughout working hours.
• Take ownership of visitor feedback and service recovery where required.
• Support VIP visits and special events, ensuring a seamless guest experience.
• Maintain knowledge of occupiers, key contacts, building facilities, and local amenities in order to assist visitors effectively.

Client Service & Administration

• Act as the central communication point between occupiers, visitors, contractors, and property management.
• Coordinate site bookings, occupier requests, and visitor arrangements.
• Manage reception-related documentation and records.
• Produce monthly reports and service updates as required.
• Support the implementation and monitoring of agreed client action plans.
• Ensure all enquiries and service requests are responded to within agreed timescales.
• Monitor supplies and control reception-related expenditure within agreed budgets.
• Maintain confidentiality and professionalism when handling sensitive information.

Property Management Support

• Develop a strong working relationship with the Property Management team.
• Report building issues promptly and assist with follow-up actions where required.
• Manage and update helpdesk requests in accordance with agreed procedures.
• Assist with occupier communications relating to building operations, planned works, and site events.
• Support building audits, inspections, and stakeholder visits.
• Provide assistance with ad hoc property management tasks when required.
• Act as a point of contact for building-related enquiries in the absence of the Property Manager.

Health, Safety & Compliance

• Act as a Fire Marshal and support emergency procedures when required.
• Ensure compliance with all health and safety policies, procedures, and site-specific requirements.
• Maintain awareness of emergency response procedures and business continuity plans.
• Report hazards, accidents, incidents, and near misses promptly.
• Attend all mandatory training and refresher courses.
• Promote a safe, secure, and welcoming environment for all building users.
• Ensure visitor management procedures are followed consistently and accurately.

Innovation & Continuous Improvement

• Proactively identify opportunities to improve service delivery and occupier experience.
• Remain informed of industry trends, technology innovations, and best practice within front-of-house and workplace experience management.
• Review visitor management systems and occupier engagement initiatives regularly.
• Support the implementation of new services, technologies, and customer experience enhancements.
• Contribute ideas that improve efficiency, sustainability, and overall service quality.

Standard Operating Procedures

• Maintain and regularly review all site-specific Standard Operating Procedures (SOPs).
• Ensure reception manuals, emergency procedures, and service documentation remain accurate and up to date.
• Identify operational risks and recommend process improvements where appropriate.
• Ensure all activities are conducted in accordance with company policies and client requirements.

Skills, Experience & Personal Attributes

Essential

• Experience in a Guest Experience, Front of House, Workplace Experience, Corporate Reception, Hospitality, or Concierge role.
• Demonstrable experience delivering exceptional customer service within a corporate, hospitality, or premium service environment.
• Strong relationship-building and stakeholder management skills.
• Excellent communication and interpersonal skills.
• Professional, confident, and approachable manner.
• Ability to work independently and take ownership of responsibilities.
• Strong organisational and time management skills.
• Ability to multitask and prioritise effectively.
• Calm and professional under pressure.
• High attention to detail.
• Proficient in Microsoft Office applications, including Outlook, Word, and Excel.

Desirable

• Previous experience managing a front-of-house operation independently.
• Experience supporting occupier engagement or community-building initiatives.
• Knowledge of property management environments and visitor management systems.
• SIA licence, Fire Marshal and First Aid qualifications (or willingness to undertake training).

Personal Qualities

• Customer-focused and service-driven.
• Self-motivated and proactive.
• Reliable and accountable.
• Professional and well presented.
• Flexible and adaptable.
• Positive and enthusiastic attitude.
• Strong problem-solving skills.
• Able to anticipate customer needs and act accordingly.
• Committed to delivering a world-class workplace experience.

Pay: £36,000.00 per year

Work Location: In person