Workplace Manager

Macro is a recognised global specialist in facilities management, providing cutting-edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions.
We are driven by a commitment to excellence in everything we do. Our values-Drive for Better, Delight Customers, Do What's Right, and Develop People-shape our culture and guide our decision-making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact.
Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people-focused culture.

About the Role

The Workplace Experience Manager will champion a service culture that reflects Client's commitment to creativity, inclusivity, collaboration and excellence, ensuring that every interaction leaves a positive and lasting impression.
You will be responsible for leading the Front of House (FOH) operation across the Client's workplace, ensuring that every employee, guest, visitor, client and VIP receives a consistently exceptional experience. Acting as an ambassador for Client's workplace environment, you will drive service excellence, hospitality standards, workplace engagement and team performance.
You will lead and develop the Front of House Ambassador team, ensuring that all reception, visitor management, meeting room support, events, hospitality, and workplace experience services are delivered to the highest standards. You will work closely with client stakeholders, workplace services teams, and vendors to create a seamless and memorable workplace experience that reflects the Client's brand and culture.

Main Job Responsibilities

Leadership & People Management

• Lead, motivate, and develop the Front of House team to deliver exceptional guest and employee experiences.
• Conduct regular one-to-one meetings, performance reviews, and development planning discussions.
• Manage recruitment, onboarding, training, and succession planning for the FOH team.
• Foster a positive, inclusive, and high-performing team culture.
• Ensure staffing levels, rotas, and holiday planning support business requirements and service continuity.
• Coach team members to resolve issues proactively and exceed customer expectations.
• Address performance concerns, conduct investigations, and support HR processes where required.

Guest & Workplace Experience

• Lead the delivery of an exceptional Front of House and workplace experience across all Client’s locations within the scope of the role.
• Act as the primary escalation point for guest, employee, and VIP service requests.
• Ensure all visitors receive a professional, welcoming, and efficient experience from arrival through departure.
• Drive continuous improvement initiatives that enhance workplace satisfaction and engagement.
• Monitor service performance and identify opportunities to enhance hospitality and guest services.
• Develop and maintain workplace experience standards aligned with Client’s culture and brand values.
• Support workplace events, engagement initiatives, and client activities.
• Build strong working relationships with key client stakeholders and business leaders.

Front of House Operations

• Oversee all reception, concierge, and visitor management activities.
• Ensure visitor, contractor, and guest registration procedures are followed consistently.
• Maintain accurate visitor records and ensure compliance with site security requirements.
• Ensure meeting rooms, collaboration spaces, and client areas are maintained to the highest presentation standards.
• Coordinate VIP visits and executive-level hospitality requirements.
• Oversee hospitality service delivery and support workplace events as required.
• Ensure all service requests are managed efficiently and in accordance with agreed service standards.

Service Excellence & Performance

• Establish and monitor workplace experience Key Performance Indicators (KPIs) and service delivery metrics.
• Analyse customer feedback, satisfaction surveys, and service performance data.
• Produce reports and provide insights to NBCUniversal and Macro leadership teams.
• Implement corrective and preventive actions where service performance falls below agreed targets.
• Promote a culture of continuous improvement and innovation within the workplace experience function.
• Identify industry best practices and introduce initiatives to enhance service delivery.

Vendor & Stakeholder Management

• Work closely with security, cleaning, catering, and workplace service providers to deliver an integrated workplace experience.
• Support contract governance and vendor performance reviews.
• Ensure suppliers consistently meet agreed service levels and performance expectations.
• Build collaborative relationships across client departments and support functions.
• Act as a trusted partner to Client’s on workplace experience matters.

Health, Safety & Compliance

• Promote a strong safety-first culture across the workplace.
• Ensure Front of House activities comply with relevant health, safety, and security procedures.
• Support emergency response, business continuity, and incident management processes.
• Ensure team members comply with company policies and site procedures.
• Participate in workplace inspections, audits, and risk assessments as required.
• Report and investigate incidents, near misses, and safety concerns in accordance with established procedures.

Financial Responsibilities

• Support the management of Front of House budgets and operational expenditure.
• Identify opportunities to improve operational efficiency while maintaining service quality.
• Monitor supplier expenditure associated with workplace experience services.
• Support the development of business cases for workplace enhancement initiatives.

About You

The ideal candidate will have:

Essential:

• Proven leadership experience in hospitality, guest services, workplace experience or Front of House operations.
• Experience managing customer-facing teams in a corporate environment.
• Strong stakeholder engagement and relationship management skills.
• Excellent communication and interpersonal skills, with the ability to engage confidently with senior executives, VIPs, and external stakeholders.
• The ability to lead through influence and deliver exceptional customer service.
• Experience managing service delivery against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Strong organisational, problem-solving, and prioritisation

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