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19th March, 2025
Workplace Experience Manager - Hospitality EMEA
Working across a prestigious financial account for a globally recognised FM provider based in London. The successful candidate will manage the integration between property management and hospitality services on behalf of the client, ensuring a superior client experience.
Facilities
* Oversight of office spaces as well as users' journey and experience across the building
* Working closely with client On Site Solutions senior stakeholders
* Point of escalation for operational issues across campus both UK and rest of EMEA
* Manage/ support implementation of agreed initiatives to ensure that the goal is achieved to specification, timescale, and budget
* Support teams in the management of Hospitality vendors across EMEA using KPIs and industry knowledge
* Support new site transitions including onboarding of hospitality vendors where needed
* Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations
* Develop and manage client On Site Solutions service delivery, maintaining operational and commercial compliance in accordance with client and FM expectations
* Continually seek to improve client satisfaction, demonstrated through approved key performance indicators and maintaining current performance levels in an ever-changing business environment
* Demonstrate sound understanding of current legislation, environmental and quality related issues, including sustainability and its impact on energy
* Closely work across all client On Site Solutions service lines in a collaborative manner
* Provide problem solving solutions to client team
* Create and maintain strong and positive relationships across all client On Site Solutions service lines
* Support to EMEA sites as needed
* Raise, review and approval of permits
Building Users' Experience & Engagement
* Communication across all building's users and senior on-floor stakeholders on all client On Site Solutions activities taking place that have a business impact
* Users' engagement and support across all divisional spaces
* To actively support and facilitate divisional initiatives as needed and requested
* Point of escalation for the building's occupants with any client On Site Solutions operational queries/issues (PTC, London)
Vendors & Contractors Management
* Vendors support from a client On Site Solutions perspective of ad hoc services available.
* Facilitating/ managing vendors/ contractors' access to PTC
* Client One Site Solutions (OSS) support for ad hoc requests
* Management of vendors/ contractors (and budgets) in line with client service delivery expectations
* Oversee outputs from vendor working to improve and manage the end-to-end process, agree formal service levels, review the Visitor journey / experience
Events & VIP Visits
* Management of requests for FM service delivery for events taking place in PTC
* Encourage collaboration and cooperation across all vendors/ teams
* Coordinating necessary FM & Engineering activities with operational/ management teams to ensure effective 'joined up' delivery of services
* Requesting quotes, managing, and gaining approvals for ad hoc FM and Engineering services that entail costs
* Raising FM POs according to costs occurred and tracking to budget
* Closely work with hospitality and events teams to resolve any operational FM/ Engineering issues across conference centre and hospitality spaces
* Collaborating with hospitality/ events team on building new processes and procedures spanning across all vendors/ spaces
Workplace Strategies & Team Management
* Actively driving projects from inception to final delivery ensuring an experience project is delivered to its full potential
* Managing the team's budget and working with the finance team to ensure compliance and saving opportunities
* Identify gaps and implementation of new procedures/ protocols across spaces - add to other
* Oversight and point of escalation for any divisional workspace query or issues arising within these spaces
* Provide support and facilitate Real Estate ad hoc requests across workspaces
* Leadership and management of the One Site Solutions team
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