Guest Experience Manager (GXM) in Cheltenham

We are looking for a proactive, polished, and personable Guest Experience Manager to lead the Front of House experience. You’ll be the sole ambassador of the building, setting the tone for a premium and professional space. We are seeking an exceptional Guest Experience Manager to deliver a first-class, hospitality-led experience within a prestigious corporate office. As the key Front of House professional, you will create outstanding first impressions, manage daily reception operations and build strong, trusted relationships with tenants, clients and stakeholders.

Who we are

Reception UK (RUK) is an established reception and concierge service; we take great pride in being known for our attention to details and service excellence. Our vision is to create a reception/concierge service that’s unique, bespoke and tailored to our clients’ requirements with a focus on superb customer service.

Main Responsibilities - Front of House

• Provide a welcoming, helpful and professional first point of contact to all callers and visitors.
• Answer all incoming telephone calls and resolve queries ensuring accurate, comprehensive, and relevant information is provided.
• Meet and greet all visitors to the building, providing a friendly, efficient, timely, professional, and welcoming environment.
• Ensure the daily list of visitors is kept in reception and that all visitors sign in and out of the building.
• Keep the reception area well presented, tidy and uncluttered, ensuring the reception administration is up to date.
• Assist the Office Manager in the day-to-day running of the building to deliver operational activities in line with agreed service levels/management agreements, associated legislation and compliance.
• Oversee any works that may take place, inspect and report back to FM once works are completed, ensuring tenants are updated on client’s request.
• Provide discounts with local amenities for tenants.
• Shift times would change to 07:00-13:00 when Reception manager is away on annual leave, training etc.

CONTROL OF SERVICES RECEPTION

• Assist with ensuring that Health and Safety procedures are strictly adhered to and maintain and produce up to date Health and Safety records.
• Manage the visitor fobs efficiently and report missing ones to the necessary Manager.
• Conduct regular check calls with control in accordance with the site assignment instructions.
• Always have a positive attitude and friendly persona.

CLEANING

• Report cleaning faults and issues to the on-site cleaning staff.
• Ensure the buildings cleaning specifications are followed and all work is carried out to the standards expected.

REPAIRS

• Notify the maintenance team and Office Manager of any repairs that are required in the building.
• Keep a record of all reported faults in the building and what procedures have been taken.

BUILDING WORKS

• Prior notification must be given to allow contractors access along with identity of building contractors on site and description of works being carried out.
• Liaise with onsite building contractors to ensure minimum disruption to the tenants.
• Report and record any noticeable/reported damage to the premises together with any anticipated problems along with what procedures have been taken.
• Ensure that any contractors working directly for tenants adhere to the regulations governing the common part areas.
• Add entries to the electronic daily log to ensure you provide a comprehensive handover to the security teams at the end of each shift.

REPORTING RESPONSIBILITY

• Report on all staff matters including training, discipline, absence and non-performance of contractors.
• Report any Health and Safety issues to the FM.
• All defects within the building need to be logged and reported.

TENANT LIAISON

• Maintain contact with the appropriate Management of each tenant and deal with requests, complaints and all other incidents such as emergencies and disruption due to building alterations as they occur.
• Create newsletters, arrange pop up stalls and monthly events.
• Monthly social media posts including pictures of events.

IMPROVEMENTS

• Keep all services under review and make recommendations and implement improved services whenever these are feasible having regard to lease restrictions and budgetary considerations.

Profile Qualifications, knowledge, skills, experience and competencies:

• Experience of working in a similar role or industry.
• Exceptional personal presentation.
• Good health and safety knowledge and day to day application.
• Team supervision.
• Excellent communication skills (oral and written).
• Ability to work on own initiative, within a pressurised environment.
• Highly developed organisational skills.
• Good Interpersonal skills to sustain effective relationships and partnership working with all stakeholders.

Employee Benefits

• Ride to Work Scheme.
• Employee Assistance Programme.
• Credit Union.
• Long Service Rewards.
• Employee of the Month/Year.

We are an equal opportunities employer; we encourage applications from a diverse range of individuals. We believe that a diverse talented workforce nurtures excellence and makes us a great place to work, where individuality and inclusivity are celebrated.