MS551 - Guest Experience Manager / Concierge
Location: Manchester
Salary: £30,000 - £35,000 per annum
Overview: First Military Recruitment are currently seeking a Guest Experience Manager on behalf of one of our clients.
Our client encourages applications from ex-military personnel; however, all candidates will be given due consideration.
Working Hours: Monday - Friday, 9:00 AM - 5:00 PM, with a 1-hour lunch break.
Duties and Responsibilities:
1. 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 guests.
2. Implement outstanding reception procedures - call handling, service desk requests, key handling, post and deliveries, bookings of amenity space, problem handling, and emergency notifications.
3. Promote the adoption of technology wherever possible to create a frictionless pathway through the building.
4. Report service failures to the Help Desk and own their resolution. Communicate progress updates and manage the ticketing process in any designated system.
5. Maintain a list of small repairs or decorative items that need repair, ensuring sufficient budget is allowed for by the FM or BM and see these items resolved as soon as the budget permits. Zero tolerance to damage or poor standards.
6. Manage and train your own cover - ensuring cover upholds the same standards and experience.
7. Install and maintain community boards to showcase local amenities that people should know about.
8. Secure a budget to mark seasonal events in style and appropriate to the building and its people.
9. Liaise with other GXMs across the network to explore services and amenities offered elsewhere. Regularly present ideas to our occupiers' nominated representatives to obtain agreement, permission to proceed through the service charge, or to encourage separate funding.
10. Maintain the building's website ensuring content is up to date and work with an appointed design agency to keep it relevant, engaging, and offering a great user experience.
11. Create and manage content for the building's social channels on Instagram and LinkedIn.
12. Ensure all customer data held by the building management team and front of house team is GDPR compliant, liaising with the Company's data compliance policy.
13. Monitor statutory and internal compliance, including meeting Company policies and procedures, RICS and ISO standards, and any statutory timelines and escalation requirements.
14. Assist the FM in administrative duties such as preparing audit inspection forms and reports.
15. Lead a team of 2 Guest Experience Hosts, ensuring industry-leading standards, development, holding regular 1:1's, and involvement in occupier engagement.
Skills and Qualifications:
1. Working knowledge of Health & Safety and work permit documentation is essential; IOSH qualification is desirable.
2. Experience of working in a similar role.
3. Ideally, experience of Riskwise and Gmail.
4. Excellent organisational skills.
5. Strong interpersonal skills, capable of communicating at various levels.
6. Proactive, flexible attitude to changes in the company, IT systems, and the role.
7. Great service delivery, including working in partnership with internal and external individuals, and good communication in written and verbal forms.
8. Achieve results and prioritise work including attention to delivery to all stakeholders.
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