Guest Experience Coordinator in London

MAPP is the UK’s leading specialist in commercial property and asset management, with over £30bn+ of property under management for a wide range of UK and overseas fund managers, REITs and property owners. We believe property management can be a force for good. That’s why we focus on making buildings work — not just for profit, but for people and the planet too. Through our Property Management framework, we help clients and occupiers navigate a rapidly changing landscape, delivering a fully integrated and genuinely holistic approach.

If this role excites you and you think you could make a difference here, we’d encourage you to apply — even if you don’t tick every box. We’re interested in people who want to do meaningful work, add real value, and be rewarded for their efforts in a genuinely great place to work. MAPP is an equal opportunities employer. All applicants must have the legal right to work in the UK by the start date of employment. MAPP does not provide immigration sponsorship.

We want the real estate industry to be a career path where people feel both welcome and wanted. We’re proud of the progress we’ve made so far, but we’re always challenging ourselves to do better. We want the best people to see themselves thriving at MAPP. Creating an environment where everyone feels able to be themselves is essential to that – because diverse perspectives, lived experience and ways of thinking make us stronger.

Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp, and that commitment to doing business responsibly shapes our decisions every day. We recently were reaccredited and improved our score significantly.

We want you to learn, grow and challenge yourself. As a business, MAPP has grown consistently over the past five years, and we promote around 10% of our office-based roles internally each year. We invest in development, create opportunities to broaden professional horizons, and make time to connect — through charity days, fundraising, learning initiatives and social events.

What makes MAPP distinctive is that we are owned by an Employee Ownership Trust. There are no external shareholders — our business is held on behalf of our people. This creates a more inclusive and transparent environment, where employees are informed, involved, and able to influence how we move forward. It also means that when the business succeeds, that success is shared — typically through a profit share that can be paid tax-free to each individual.

Being employee-owned shapes the way we show up. It encourages us to think long term, take ownership of our decisions, and care about the impact of our work. We place a strong emphasis on trust, expecting people to use their judgement, take initiative, and support one another. Collaboration, curiosity, and accountability are key to maintaining both our performance and our culture.

In return, we offer autonomy, support and the opportunity to grow in a business where your contribution genuinely matters.

This role gives you the opportunity to be part of something a little bit special in property management. We’re always looking for great character — that’s what makes someone a MAPP person. If that sounds like you, we’d love to hear from you.

A few facts about MAPP you might like to know: Our engagement scores are consistently high and in 2025, we had an engagement score of 83% and 92% of our people recommend MAPP as a great place to work.

Role Summary / Purpose and Scope

As Guest Experience Coordinator, you are the first and last interaction people experience when visiting MAPP Workspaces. Being welcoming and hospitable to colleagues, clients, suppliers and guests helps everyone as they ease into the working routine, and of course is a reflection of MAPP's values. The GXC Role involves outstanding front of house service delivery to employees, clients and occupiers at MAPP, as well as managing the front facing meeting rooms, and providing operational support to ensure smooth and effective running of the MAPP workspace.

Skills, Knowledge and Values

• Lead as service ambassador at MAPP, including understanding that MAPP’s image is reflected through a high level of service in engaging with all parties.
• Deliver memorable front of house experiences with great personality to employees of MAPP, clients and guests.
• Deliver exceptional customer service including meeting and greeting all visitors in a professional courteous and efficient manner and dealing with any concerns efficiently.
• Calendar management and in accordance with the daily calendar and room bookings, set up and manage meeting rooms as required including lunch orders.
• Promote a high level of satisfaction among employees and visitors responding to their service requirements.
• Maintain the highest standard of building management and cleanliness within the reception and meeting rooms in accordance with agreed specification.
• Implementing outstanding reception procedures including; key handling; organising incoming and outgoing post; scanning cheques; overseeing the reception inbox as well as reception enquiries; managing bay lift visits; bookings of amenity space; and regular stock check of office snacks and stationary.
• Supporting and working with the Workplace Experience Manager and the other Guest Experience Coordinator where required including working on bespoke projects, processes, managing cover and replenishing stock.
• Reporting service failures to the Workspace Experience Manager and owning their resolution.
• Assisting with any H&S evacuations and emergency procedures.
• Help identify how processes can be made better and help implement and continuously improve.
• Strong interpersonal skills, capable of communicating at various levels including empathy, and ownership when things inevitably don't go quite to plan.
• Monitoring statutory and internal compliance, instructing audits, assessments and specialist advice, aligning with service partners for control documents, log books and online management systems which form MAPP’s control environment including meeting MAPP policies and procedures, RICS and ISO standards and any statutory and insurance timelines and escalation requirements.

Values & Behaviour

• Exhibition of MAPP Values: Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable.
• Self management including showing initiative, being proactive and meeting deadlines.
• Embracing change including technology.
• Engaging with the big picture.
• Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally.
• Achieving results and prioritise work including attention to detail to all stakeholders.
• Innovative solutions and problem solving.
• Developing self and others and willing to learn.
• Interpersonal and relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
• Strong written and verbal communications including report writing.

Experience and Salary

Working Hours: 9am - 5.30pm Monday - Thursday & 9am - 5pm Friday

Salary Range (Based on Experience): £27,000 - £30,000 per annum, depending on experience.