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About the Role
The Guest Experience Manager will manage front-of-house services, operations, brand standards, innovation, and stakeholder relationships in a newly refurbished historical building. This role requires creating and implementing exceptional service standards that respect the building's heritage, while also acting as a pioneering team member to establish a cohesive internal approach.
Responsibilities
- Lead the team to create positive, memorable experiences by exceeding guest expectations.
- Develop and implement the customer experience strategy with key stakeholders.
- Create, implement, and maintain brand standards that enhance brand values.
- Collaborate with service partners to ensure adoption of standards and a one-team approach.
- Act as a visible role model with high grooming standards and lead by example.
- Take ownership of reception and associated areas.
- Ensure reception areas are impeccably maintained, coordinating with relevant departments.
- Meet with building management weekly to provide updates and discuss issues.
- Collate and deliver accurate reports as requested.
- Review existing standards and procedures, implementing best practices for Front of House services.
- Produce, manage, and operate the reception rota, arranging cover as needed.
- Manage and promote the implementation of software system changes or upgrades.
- Ensure the team functions to professional standards, providing high customer focus.
- Conduct thorough handovers for the team.
- Ensure the team is correctly attired and projects a professional image.
- Manage the meeting and greeting of guests and visitors, ensuring exceptional service.
- Assist guests, visitors, occupiers, and clients with queries professionally.
- Lead, manage, and develop the Front of House team.
- Proactively solve problems and recommend improvements.
- Periodically review Front of House manuals for current relevance.
- Conduct annual personal development reviews and performance management for the FOH team.
- Identify training needs and assist in the skills development of the FOH team.
- Maintain good working relationships with colleagues.
- Lead events for the reception area, including pop-ups, freebies, and ESG initiatives.
- Lead on ideas and events for corporate social responsibility, identifying charities and community activities.
- Adhere to St James policies, procedures, and code of conduct.
- Ensure compliance with all statutory legislation regarding health and safety and the environment.
- Work within the ISO 9001 and 14001 frameworks.
- Perform any other duties as necessary to support the client, tenants, guests, and line manager.
Requirements
- Previous experience in delivering exceptional customer service in a managerial or supervisory position is essential.
- Strong management skills and a collaborative approach.
- Excellent organizational skills, attention to detail, proactive, and approachable.
- Excellent command of the English language, both verbal and written.
- Exceptional interpersonal skills, flexible to work with a range of styles and personalities.
- Experience in using Visitors Management Systems, Microsoft Office, PowerPoint, and Excel.
- Excellent punctuality, outgoing, and a can-do/proactive attitude.
- A team player is essential.
- Innovative and creative.
- Flexibility to react promptly to reasonable client demands.
- Ability to provide multi-tasked services efficiently.
Skills
- Customer service
- Management
- Leadership
- Brand standards
- Stakeholder relationship management
- Problem-solving
- Teamwork
- Communication (verbal and written)
- Training
- Mentoring
- Organizational skills
- Attention to detail
- Interpersonal skills
- Flexibility
- Adaptability
- Visitors Management Systems
- Microsoft Office
- PowerPoint
- Excel
- Canva (advantageous)
- Punctuality
- Innovation
- Creativity
- Multi-tasking
Location
- New historical and iconic building
Work Type
- Full-time
Experience Level
- Managerial or supervision experience
About the Company
- Newly refurbished historical and iconic building.
- St James values.