Guest Experience Manager - Manchester

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

Arguably the most important appointment of the building, a front of house role that gives the building personality and puts life and soul into everyday occupation for our guests. Ensuring a warm welcome full of your character for everyone who comes through the doors, forging relationships, remembering names, and implementing little touches that make people smile and (fleetingly) forget the pressures on them; Owning and embracing the welcome experience and front of house areas, driving standards to make the spaces sparkling, comfortable, welcoming, memorable and useful whether lobbies, WCs, showers, cycle store areas, being house proud and thinking about whether these spaces are working for their occupiers.

You are the Building Champion! By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything we do. It’s all about the people in the building. You need to forge friendly but trusting relationships with them. Seek opportunities to engage with occupiers and get a true understanding of their needs and where building services can help.

Candidates for this position will be evaluated on their ability to exercise patience, compassion, grit and kindness. You must be eager to grow; this role is designed to push you to grow personally and professionally. Embrace accountability and ownership, you will be expected to make meaningful and innovative contributions to the experiential aspects of the building and its digital layer. This requires willingness to take on new challenges, experimentation and embracing learning from your failures.

Skills, Knowledge and Values

• Manage and monitor the budget to mark seasonal events and pop ups throughout the year, appropriate to the building and its people.
• Liaise with other GXMs across the network to explore services and amenities offered elsewhere.
• Regularly present ideas to our occupiers' nominated representatives to obtain agreement, permission to proceed through the service charge or to encourage separate funding.
• Responsibility for managing the onsite visitor access portal, populating maintaining access, loading documents, keeping contact information up to date, and actively using the platform to provide occupiers with useful building information, content and workplace insight.
• Creating and managing content for the building’s social channels on Instagram and LinkedIn.
• Ensure all customer data held by the building management team and front of house team is GDPR compliant, liaising with MAPP’s data compliance policy.
• Responsible for delivering an exceptional 5-star customer experience across the building, creating a welcoming, engaging and memorable environment for occupiers and visitors.
• Consistently maintaining the highest standards throughout the front-of-house area.
• Line Management of the Guest Experience Host.
• Implementing and monitoring reception procedures, reporting any H & S issues to the building management team.
• Working closely with the 3rd party on-site teams, sharing best practices and working with the wider team at MAPP to deliver a seamless customer experience.
• Proactively coordinating reception cover when required for you and the Guest experience cost.
• Working at the heart of the building, the GMX will develop and deliver a diverse events calendar, encompassing seasonal celebrations, wellbeing, food and beverage, entertainment, networking, sustainability and community initiatives, while ensuring all events are delivered within agreed budgets and cost parameters.
• Identifying initiatives such as a lunchtime run, yoga clubs and other social opportunities as book clubs & networking forums.
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory 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 delivery 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

• Experience of working in a similar role.
• Ideally experience of Riskwise and Microsoft packages.
• Experience in Line Management.
• Working Hours: 8am - 5.00pm Monday - Friday.
• Salary Range (Based on Experience): £30,000 - £33,000 per annum, depending on experience.