Hospitality Experience Manager

Company Description

Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types. Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.

Job Description

• CUSTOMER EXPERIENCE
• Basics done better - ensure the fundamentals of customer services, as outlined in Colliers 'Beyond' procedures and guidelines, are followed and delivered to the highest standards.
• Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans.
• Launch & maintain property social media handles, create a social media content planner for each asset.
• Design and carry out occupier and guest satisfaction surveys, as well as mystery shopper audits.
• Carry out CX assessments at each property as specified.
• Lead by example and demonstrate best practices for all Beyond teams to follow and adhere.
• Track, oversee and optimise all customer interactions across beyond assets to build strong relationships with all stakeholders (internal & external).
• Maintain an up to date beyond service overview file.
• Make arrangements/book - travel, accommodation, F&B, meeting rooms etc as requested.
• Research and source products and services as per business/client needs, submit costs proposals - managing expectations.
• Mapping customer journeys in order to identify CX enhancement opportunities.

• COMMUNITY SUCCESS
• Creating bespoke site plans and executing community, customer & social value engagement initiatives to elevate all customer interactions and build strong and loyal relationships.
• Responsible for overall content/engagement (events, activities, amenities, social media) plans for properties across the Beyond portfolio.
• Carry out walk arounds and inspections as appropriate when visiting sites, personally engaging with the customers.
• Conducting monthly documented 121s with each onsite team member, ensure all CX managers attend to discuss the engagement plans, social value data, success stories, feedback.
• Achieving the highest occupier satisfaction ratings for beyond services.
• Building a strong supplier database for occupier & community engagement events/activities.
• Maintaining and producing CX specified reports (pre and post engagement plans execution data), illustrating operational statistics/data etc.
• Actively contribute towards ESG targets geared towards transforming the Beyond Portfolio for sound environmental performance and wellbeing.
• Recording and reporting success stories/case studies.
• Regularly meet CX Managers on-site, especially on key event days to ensure the highest quality of service is delivered, interact, and engage with occupiers, guests etc.
• Responsible for managing the Beyond direct recruitment process (job adverts, phone screening, interviews etc).
• Ensure all CX managers draft a monthly social media report, review, and evaluate the quality assurance of the content.
• Ensure all SOPs are signed and sent back for approval.
• Identify and propose new initiatives to enhance CX.

• Digital Marketing
• Carry out any marketing tasks and produce digital content design as required - newsletters, proposals, MS office & canva, infographics - brand alignment.
• Design and maintain the CX Team Channel content.
• Vlogs/Blogs - deliver vlogs and blogs as specified.
• Ensure any new beyond assets are mobilized as per the standards.

• Commercial Awareness & Value Add
• You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests, and stakeholders.
• You are confidently able to execute Beyond: Front of House department's onsite succession plan.
• Commercial Acumen - Market conditions + expectations + product/service + cost.
• Hospitality/events & digital marketing experience essential.

• Innovative Thinking & Agility
• You display creative and innovative thinking to deliver best in class CX. You will demonstrate a sense of urgency.

• Communication & Managing Expectations
• You actively listen and interpret key information from and to clients, customers, colleagues, and service partners.
• You manage and exceed expectations by prioritising tasks.
• You can tailor your message to different stakeholders to ensure that the correct message is received.
• You will strive to anticipate needs and exceed expectations.
• You will communicate to provide required information as well as offer prompt resolutions.

• Qualifications
• At least 1 year of experience managing digital campaigns and events, with a grasp of social media platforms and community engagement.
• Minimum of 2 years' experience in a Front of House Manager role within a hospitality or guest-facing environment.
• You demonstrate and role model the key behaviours of service excellence.
• You continually go above and beyond the expectation of your team and stakeholders.
• You preempt the work required ensuring you are always delivering high levels of service.

• High Quality Work
• You continuously look to improve the quality of your work and ensure quality control.
• You demonstrate excellent organizational and time management skills.

• Productivity & Efficiency
• You challenge where you see that time is wasted and tasks could be delivered more efficiently by focusing your energy on those tasks that are within your control.
• Possess excellent oral and written communication skills.
• Ability to produce detailed CX reports.

• Collaboration
• You have strong trusting relationships and promote a culture of information sharing and cross working relationships.
• You will create a positive and collaborative working environment.

• Additional Information
• You are results and impact focused and go the extra mile to deliver the best CX.
• You show reliance, even when under pressure and during challenging times.
• You have an excellent change management mindset.
• Be flexible and open minded to positively adapt to any reasonable changes to your role proposed by your line manager and/or the Client.

• Personal Development
• You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team.
• You seek out and attend relevant personal and professional development such as training courses, new projects, and assignments.

• Professional Conduct & Integrity
• You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values.

• Diversity & Inclusion
• You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct.

• Community
• You represent Colliers in community groups at internal and external events and look at how your CX team can have an impact to the wider internal and external community.