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Guest Experience Manager
Department: Site - Portfolio
Employment Type: Permanent - Full Time
Location: City Tower (Site)
Compensation: GBP 30,000 - GBP 35,000 / year
Description
MAPP is the UK's leading specialist in commercial property and asset management, with over GBP 30bn+ of property under management for a variety of UK and overseas Fund Managers, REITs and other property owners.
MAPP believes that property management can be a force for good. That's why we make buildings work, not just for profit, but for people and the planet too.
This role gives you the opportunity to be a part of our effort to do something a little bit special in property management, and we would love for you to apply.
Title, Team and Role Summary
Title: Guest Experience Manager
Team: Site - Manchester
Who Does This Role Report Into? Senior Building Manager
Role Summary / Purpose and Scope
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, additionally assisting and supporting the Operations Manager and Senior Building Manager in all aspects of service delivery.
Skills, Knowledge and Values
Skills (People & Technical)
* Excellent organisational skills
* Strong interpersonal skills, capable of communicating across at various levels
* Proactive, flexible attitude to the changes to the company, IT systems and the role
* Lead as service ambassador at MAPP, including understanding that MAPP's image is reflected through a high level of service in engaging with all parties
* You will be responsible for leading a team of 2 Guest Experience Hosts. This will require ensuring industry leading standards, development, holding regular 1:1's and involvement in occupier engagement.
* Able to use own initiative
* Continually and constructively challenging the 'norms' and processes that affect customer experiences, developing new and creative solutions that meet tenants changing expectations to deliver the best possible service
* Creating and providing information and training on new changes and building services updates for your 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 and Accountable
* Self Management including showing initiative, being proactive and meeting deadlines
* Embracing Change including Technology
* Engaging with the Big Picture
* Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally
* Achieving Results and Prioritise Work including attention to delivery to all stakeholders
* Innovative Solutions and Problem Solving
* Developing Self and Others and willing 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
Level of Experience / Certifications:
* Experience of working in a similar role
* Ideally experience of Riskwise and Gmail
Working Hours: 42.5 hours Monday - Friday, Potential Variations could be: 7am-3:30pm/ 8am - 4:30pm/ 9am-5:30pm
Salary Range (Based on Experience): GBP 30,000 - GBP 35,000 per annum, depending on experience.
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