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.

Main Responsibilities - Front of House

• Provide a welcoming, helpful and professional first point of contact to all callers and visitors.
• Ensure a high-quality service that ensures a positive impression is given whilst remaining proactive when faced with problems or queries.
• 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.
• Monitor and order office supplies and maintain office equipment in the reception area.
• 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.
• 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.
• Report cleaning faults and issues to the on-site cleaning staff.
• Notify the maintenance team and Office Manager of any repairs that are required in the building.
• Liaise with onsite building contractors to ensure minimum disruption to the tenants.
• Report on all staff matters including training, discipline, absence and non-performance of contractors.
• Maintain contact with the appropriate Management of each tenant and deal with requests, complaints and all other incidents.
• Create newsletters, arrange pop up stalls and monthly events.
• Keep all services under review and make recommendations and implement improved services whenever these are feasible.

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 and liaison with contractors.
• 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.
• Retail discounted shopping.
• 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.