Hospitality Experience Manager in London

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.

Responsibilities – Customer Experience

• 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 and 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.
• 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 for 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.
• Map customer journeys to identify CX enhancement opportunities.

Responsibilities – Community Success

• Create bespoke site plans and execute community, customer, and social value engagement initiatives to elevate interactions and build strong relationships.
• Oversee content/engagement plans for properties across the Beyond portfolio (events, activities, amenities, social media).
• Conduct site walk-arounds and inspections; engage with customers on-site.
• Conduct monthly documented 1:1s with onsite teams to discuss engagement plans and social value data.
• Aim for the highest occupier satisfaction ratings for Beyond services.
• Build and maintain a supplier database for occupier and community events/activities.
• Produce CX reports (pre/post engagement plans) illustrating operational statistics/data.
• Contribute to ESG targets geared towards improving environmental performance and wellbeing.
• Record and report success stories/case studies; meet CX Managers on-site on key event days to ensure service quality.
• Manage the Beyond direct recruitment process (job adverts, phone screening, interviews, etc.).
• Draft monthly social media reports and ensure content quality assurance.
• Ensure SOPs are signed and returned for approval.
• Identify and propose new CX initiatives; handle digital marketing tasks and content design as required (newsletters, proposals, MS Office, Canva, infographics).
• Design and maintain the CX Team Channel content; deliver vlogs/blogs as specified.

Commercial Awareness & Value Add

• Seek best practices and encourage CX team interactions with clients, customers, guests, and stakeholders.
• Execute Beyond Front of House department's onsite succession plan.
• Maintain commercial acumen across market conditions, expectations, product/service, and cost.
• Hospitality/events and digital marketing experience is essential.

Innovative Thinking & Agility

• Demonstrate creative and innovative thinking to deliver best-in-class CX.
• Show a sense of urgency in delivery.

Communication & Managing Expectations

• Actively listen and interpret information from clients, customers, colleagues, and partners.
• Manage and exceed expectations by prioritising tasks; tailor messages to different stakeholders.
• Anticipate needs and provide 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.
• Demonstrates and role models key behaviours of service excellence; consistently goes above and beyond for team and stakeholders.
• Continuously looks to improve the quality of work and ensure quality control.
• Excellent organizational and time management skills.
• Identify and address inefficiencies; focus on tasks within control.
• Excellent oral and written communication skills; ability to produce detailed CX reports.
• Build strong, trusting relationships; promote information sharing and cross-functional collaboration.

Additional Information

• Results- and impact-focused; able to adapt to changes and remain resilient.
• Actively seek feedback and development opportunities; participate in relevant training and projects.
• Demonstrates professional conduct and integrity; upholds Colliers values.
• Promotes inclusivity and addresses bias; supports Balance in Business initiatives.
• Represents Colliers in community groups and events; contributes to wider community impact.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management