Guest Experience Manager
Department: Site - Portfolio
Employment Type: Permanent - Full Time
Location: City Tower (Site)
Compensation: £30,000 - £35,000 / year
Description
MAPP is the UK’s leading specialist in commercial property and asset management, with over £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. MAPP has created V1.0, V2.0, V3.0 and V4.0 framework of Property Management, to help clients and occupiers navigate the new landscape, and to ensure we deliver a fully integrated and holistic approach.
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. We are always on the lookout for great character – that is what makes us MAPP people. If that is you, we would love to meet you!
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 various levels
* Proactive, flexible attitude to changes in the company, IT systems, and the role
* Lead as service ambassador at MAPP, ensuring a high level of service in engaging with all parties
* Responsible for leading a team of 2 Guest Experience Hosts, ensuring industry-leading standards and involvement in occupier engagement
* Able to use own initiative
* Continuously challenge the ‘norms’ and processes that affect customer experiences, developing creative solutions
* Provide information and training on new changes and building services updates for your FOH team
* Report service failures to the MAPP Service Desk/Senior Building Manager and manage their resolution
* Monitor statutory and internal compliance, including MAPP policies and procedures, RICS and ISO standards
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
* Achieving Results and Prioritising Work
* Innovative Solutions and Problem Solving
* Developing Self and Others and willing to Learn
* Interpersonal and Relationship skills capable of communicating at various levels
* 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): £30,000 - £35,000 per annum, depending on experience.
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