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About the Role

The Reception & Events Manager will lead, create, and own memorable experiences for Paddington Square, focusing on the implementation, delivery, development, and innovation of events and tenant engagement. This role also involves continuous improvement, quality management, and enforcing brand standards.

Responsibilities

• Create and own positive memorable experiences by exceeding expectations.
• Liaise with stakeholders to understand and deliver events reflective of building, client, and occupier needs.
• Develop, implement, and own the customer experience strategy with key stakeholders, including on-site Gym and Café/Bar.
• Actively participate in the Senior Management Team.
• Train service partners on brand standards for event execution.
• Create, organize, and lead events and themed weeks.
• Maintain supplier relationships to ensure delivery of requirements.
• Create and present ideas to the client.
• Manage event budgets, including tracking and adherence.
• Lead, create, and own reporting for FOH Services, Community, and events.
• Order items for events and community engagement.
• Lead and manage team members, including training and development for succession planning.
• Ensure smooth event execution on the day.
• Collaborate with service partners to ensure standards adherence.
• Proactively solve problems and recommend improvements for events.
• Manage social media & site app strategy pertaining to events, including content creation with correct tone.
• Establish relationships with internal and external stakeholders through regular communication.
• Meet with local businesses for engagement and CSR initiatives.
• Establish and maintain a monthly newsletter for all stakeholders.
• Create, maintain, and own databases and reports.
• Participate in the recruitment process for FOH team members, including interviewing and presenting justifications.
• Assist in developing site-specific training and deliver training to team members.
• Perform reception duties as required.
• Own reception and terrace areas.
• Conduct probationary and annual reviews, including devising, implementing, and monitoring plans.
• Manage difficult conversations calmly and professionally.
• Lead first-line HR matters, including performance management, Return to Work interviews, Advice and Counselling, and Investigation meetings.
• Maintain excellent working relationships with colleagues.
• Adhere to St James policies and procedures.
• Work within the ISO 9001 and 14001 frameworks.
• Perform any other duties necessary to support the client, customer, colleagues, and St James.

Requirements

• At least 3 years of working knowledge in customer service experience within the hospitality or FOH corporate background.
• At least 3 years of events background.
• Experience in managing teams.
• Previous experience in delivering value for a high-end client.
• Exceptional command of the English language, both verbal and written.
• High proficiency in IT with experience using Microsoft Office.

Skills

• Exceptional customer service ethos.
• Highly organized.
• Comfortable presenting to clients and occupiers.
• Ability to communicate at all levels.
• Self-starter and completer-finisher.
• Excellent organisational skills.
• Ability to meet event deadlines.
• Flexible and approachable.
• Pride and attention to detail.
• Patience and ability to stay calm under pressure.
• Budgeting skills.

Location

• Paddington Square

Work Type

• Full-time

Experience Level

• Management
• 3+ years in customer service (hospitality/FOH corporate)
• 3+ years in events

About the Company

• Paddington Square