Guest Experience Manager

Guest Experience Manager

Department: Site - Office Buildings

Employment Type: Full Time

Location: 2 More London (Site)

Compensation: £37,000 - £39,000 / year

Team: Site Based at 2 More London

Reports to: Senior Building Manager

Role Summary

Arguably the most important appointment of the building, a front of house role that gives the building personality and puts life and soul into everyday occupation for our guests, in addition to assisting and supporting the Facilities Manager in all aspects of service delivery.

Skills, Knowledge and Values

• Excellent organisational skills
• Strong interpersonal skills, capable of communicating across various levels
• Proactive, flexible attitude towards changes to the company, IT systems and the role
• Lead as service ambassador, reflecting MAPP's image through a high level of service in engaging with all parties
• Ensuring industry leading standards, development, holding regular 1:1s and involvement in occupier engagement
• Able to use own initiative
• Continuously and constructively challenge the 'norms' and processes that affect customer experiences, developing new and creative solutions to meet tenants' changing expectations and deliver the best possible service
• Creating and providing information and training on new changes and building services updates for the FOH team, so everyone is a building expert
• Reporting service failures to the MAPP Service Desk/Senior Building Manager and owning their resolution; communicating progress updates and managing the ticketing process in any designated system
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements

Values & Behaviour

• Exhibition of MAPP Values: Avoid Ambiguity, Appreciative, Adventurous, Authentic, Accountable
• Self management including showing initiative, being proactive and meeting deadlines
• Embracing Change including technology
• Engaging with the big picture
• Great service delivery, working in partnership with internal and external individuals and communicating well written and verbally
• Achieving results and prioritising work
• Innovative solutions and problem solving
• Developing self and others and willingness to learn
• Interpersonal and relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders
• Strong written and verbal communications, including report writing

Experience and Salary

• Experience of working in a similar role
• Ideally experience of Riskwise and Microsoft suite
• Good health and safety knowledge
• Strong administration skills
• Experience in managing a team

Working Hours: 8am - 5:00pm Monday - Thursday & 9am - 5pm Friday

Salary Range (Based on Experience): £37,000 - £39,000 per annum, depending on experience.

MAPP is an equal opportunities employer. All applicants must have the legal right to work in the UK by the start date of employment. MAPP does not provide immigration sponsorship.