Welcome Space Manager in Birmingham

One Centenary Way is the largest commercial building delivered on the ground-breaking £1.2 billion Paradise estate. By attracting international, Blue Chip occupiers from London and other locations in the UK, this 280,000 sq ft office building sets a high benchmark for future office-centred buildings in Birmingham city centre. As we have moved into an era defining new ways of working, experience is everything. The working environment is evolving to include multiple experiential elements available within the Paradise estate. The estate is seen as a ‘total destination’ with cutting edge leisure offerings, public realm and all year-round events, as well as the very highest standard of environmentally led sustainable commercial space available.

One Centenary Way occupiers have high expectations, and we must meet those by positioning the estate as the premier commercial location in the UK outside of London. To do this, we have established a site-based team that exhibits the calibre of service excellence such prestige demands.

With hybrid working now more in scope than ever, the concept of the workplace being an ‘experience destination’ gives us the unique opportunity to drive an enhanced offer that generates engagement in new and exciting ways, creating advocacy throughout the building by always going the extra mile in every single interaction. Placed at the forefront of One Centenary Way, the role of our Welcome Space Supervisor is pivotal, both in supporting our Welcome Space Ambassadors to operate at maximum efficiency and effectiveness and ensuring our Building Manager has the right level of support to drive strategic change and service enhancement throughout the Welcome Space. It is also a key role in supporting and promoting the Paradise brand values.

You and your team will provide a service that is continuously progressing in line with both the dynamic requirements of the building’s users, as well as the evolving technological opportunities emerging - pushing the boundaries of the possible to promote the best user experience, by finding the hidden opportunity in the smallest of detail, to continually surprise and delight all who you come into contact with. You will take ownership of the onsite day-to-day delivery of the Front of House welcome services in line with Avison Young strategy and expectations, leading by example to coach, support and motivate your team to deliver in a fast-paced environment, overseeing and supporting them with every area of their role remit. You will have first line responsibility in ensuring all direct personnel leadership, performance management and development is in place.

Responsibilities

• Lead and provide a user focused service experience that is built on the foundations of exceeding expectations.
• Understanding, living and breathing the brand and ethos of the Paradise Birmingham estate and its contribution to our regional business eco-system.
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’.
• Lead and support your team in the delivery of all areas of their Welcome Space Ambassador job scope – ensure full understanding of all areas and ensure they are completed by yourself and your team to a high standard.
• Ensure all visitors are welcomed immediately, with Ambassador presence in the Welcome Space at the appropriate times.
• Oversee your team’s management of all flexible Welcome Space usage and touch down spaces, regularly monitoring for opportunity to engage / assist / offer more than expected.
• Gather understanding of the Welcome Space usage data to create strategic analysis for our client.
• Ownership of the client hospitality offering, ensuring appropriate stock levels are maintained based on expected visitor numbers, first line relationship point of contact with local suppliers and managing any invoice processing/budget requirements.
• Constantly review the client hub offering, driving a fresh/unique offer in line with ESG agenda and occupier preferences.
• Ensure adequate resources are in place for every shift, actively preparing for planned absences and ensuring adequate resilience for unplanned absences.
• Support your line manager with payroll requirements for your team.
• Manage all holiday calendars appropriately within your team.
• Complete appraisals and development plans for all direct reports utilising Engagedly.
• Implement appropriate improvement plans if performance / conduct is below expectations, ensuring to keep your line manager aware.
• Drive relationships and connectivity with all building users and local stakeholders.
• Be visible to support with service delivery and oversee the performance of the team.
• Support the team with resolving any maintenance / cleanliness issues encountered.
• Responsible for completing all Avison Young Health & Safety activity within your space, including risk assessments, manual handling assessments, floor & fire exits checks, first aid and fire marshal duties and ensuring all team members are trained in safe systems of work.
• Support with the use and introduction of technology for all workstreams, including visitor management, resource booking, any third-party concierge support and lifestyle provisions.
• Proactive IT support and set up, both in person and remotely including training of VMS for occupiers.
• Proactive room management and set up where required.
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives.
• Utilise technology to drive communication and connectivity with colleagues and occupiers, offering instant updates and alerts to support smooth working days for them.
• Facilitate user and stakeholder’s engagement meetings where appropriate.
• Drive the Surprise and Delight agenda within your teams – recognise birthday celebrations, work anniversaries and international awareness days, both in person and remotely where applicable.
• Contribute with ideas for, and drive the events within the occupier experience events calendar.
• Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with maximised service information – challenge them constantly.
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence.
• Manage all probationary periods for direct reports.
• Manage all absence related concerns in line with HR policy and procedure.
• Ensure compliance (zero tolerance) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment and Unconscious bias.
• Participate and assist with client visits and prospective occupier show rounds.
• To portray yourself as an Ambassador for Avison Young, One Centenary Way and the Paradise estate at all times.

This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams will include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.

Qualifications

• Kind, caring and effective leader with the ability to motivate performance from team members.
• Confidence and appropriate manner to deliver difficult conversation when required, not shying away from challenging personnel management.
• Exudes passion for service delivery in their character.
• Has a proactive, motivated, good-natured personality.
• Always communicates in a positive tone and who can apply the elements of the Paradise brand and ethos.
• Possesses a very customer focused manner, confident in leading delivery of exceptional services in all circumstances and environments.
• Has a passion for technology and opportunity to utilise within service delivery environment.
• Thrives in an environment where providing solutions is key, demonstrating creativity to problem solving.
• Is a change advocate, and has confidence to introduce change within the team.
• Forward thinking, and wants to continuously develop the service and themselves.
• Excellent attention to detail – always seeking to find the hidden opportunity to wow.
• Team player, supports all colleagues to achieve with a ‘One Team’ focus.
• Maintains pride in personal appearance, following any guidelines set by the company.
• Ability to react quickly, and prioritise needs in a fast-paced environment.
• Previous experience of leadership of service delivery personnel.
• Previous experience, and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched.
• Ability to demonstrate understanding of, and previous experience of delivering, exceptional service.
• Confident communicator with an understanding of the role of brand in the customer experience.
• Competent user of Microsoft Office package.
• Fluent written and spoken English.

This is not a desk-based role; you will be expected to be present and mobile within the floors and play your part with other team members in the management of the overall Paradise estate.

Equal Opportunities

At Avison Young, we are committed to building an inclusive culture that empowers all our employees to thrive, be successful and feel a sense of belonging. Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equally. If you are a person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.