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- Tasks: Create unforgettable experiences and manage community engagement at a stunning workplace.
- Company: Join Space House, a landmark in Covent Garden known for its innovative design and sustainability.
- Benefits: Enjoy a competitive salary, great benefits, and a vibrant work environment.
- Why this job: Be part of a team that shapes the future of work and hospitality.
- Qualifications: Experience in luxury hospitality and a passion for exceptional service.
- Other info: Dynamic role with opportunities for personal growth and creativity.
The predicted salary is between 44000 - 66000 £ per year.
Space House is a landmark, hospitality-led workplace in the heart of Covent Garden. Renowned for its award-winning architecture, sustainability leadership and progressive approach to the future of work, Space House is designed to earn the commute of our customers and visitors.
Space House Pillars: Architecture & Design, Environment, Future of Work
Space House Values: Thoughtful Excellence, Radical Care, Future First Thinking, Unique People: United Standards
Reporting to the Client Services Director, the Experience & Community Manager at Space House is responsible for ensuring every interaction with the property and the brand is seamless, positive, and aligned with the Space House values. The ECM will oversee all aspects of the experience, working closely with internal teams to guide exceptional service, digitally and in-person and enhance overall customer, client and visitor satisfaction. This is a full time on-site role.
Key Responsibilities:
- Deliver the Space House Experience encompassing all Front of House areas including Reception, Clubhouse, Public Areas, Cycle Center, Community events, Programming, Partnerships & customer engagement.
- Develop and implement a variety of experience strategies & training that align with Space House’s brand and business objectives.
- Act as the primary point of contact for key stakeholders and customers, as well as high-profile guests, customers, and partners, ensuring personalized and seamless experiences.
- Lead and refine all guest experience communications and processes, integrating technology and best practices to enhance efficiency across physical and digital customer journey touchpoints.
- Curate and oversee Space House’s concierge-style services, ensuring a sense of luxury, innovation, and seamless fluidity across all customer & visitor touchpoints.
- Coach and inspire a high-performing team, fostering a culture of excellence.
- Define and uphold service standards, ensuring a consistently exceptional experience for all visitors, clients, and stakeholders.
- P&L budget responsibility across all Front-of House and Events as well as case-by-case CAPEX projects.
- Lead proactive issue resolution, ensuring swift and effective handling of customer concerns to maintain reputation and satisfaction.
- Champion feedback & data capture and implement improvements based on feedback.
- Identify emerging trends, leverage technology, and implement new initiatives to enhance the guest experience.
- Oversight of external events (circa 10% of role), ensuring quality and brand alignment & managing agencies and their staff for delivery of those events.
- Curate exceptional “What’s On” programming that pushes the boundaries of innovation, ensuring seamless execution and a unique, high-quality experience.
- Manage and curate the customer app, creating a dynamic and personalized hub that engages the community and fosters connections at Space House.
Skills, Knowledge and Experience:
- Strong hospitality mindset with a passion for delivering memorable experiences and setting new service standards.
- Excellent relationship builder, able to engage customers, partners and internal teams.
- Capable of navigating complex, fast-paced environments with ease while making proactive decisions to ensure seamless event execution.
- Able to anticipate challenges, implement innovative solutions, and drive continuous improvement.
- Highly organised with exceptional attention to detail and the ability to manage multiple priorities calmly.
Key Experience & Qualifications:
- Proven leadership experience in luxury hospitality, or comparable service-led environments.
- Extensive customer service, support and success experience.
- Exceptional problem-solving abilities with a proactive and solutions-focused approach to enhancing guest satisfaction and resolving issues swiftly.
- Strong stakeholder management, with the ability to engage senior leaders and high-profile customers.
- Experience implementing new technology within an organisation.
Working Hours: Monday – Friday – 50 hours
Salary: £55,000
Please see our Benefits Booklet for more information.
Experience & Community Manager - Space House, London Management · Space House in City of Westminster employer: Savills Company
Contact Detail:
Savills Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experience & Community Manager - Space House, London Management · Space House in City of Westminster
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up local meetups. The more you engage, the better your chances of landing that dream role at Space House.
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers, let your unique self shine through. Space House values 'Unique People', so don’t be afraid to express what makes you stand out.
✨Tip Number 3
Be proactive! If you see an opportunity at Space House, don’t wait for the perfect moment. Reach out directly, share your ideas on enhancing customer experiences, and show them how you can contribute to their vision.
✨Tip Number 4
Follow up after interviews! A quick thank-you note can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate how you align with Space House’s values.
We think you need these skills to ace Experience & Community Manager - Space House, London Management · Space House in City of Westminster
Some tips for your application 🫡
Show Your Passion for Hospitality: When you're writing your application, let your love for creating memorable experiences shine through. We want to see how you can bring that passion to Space House and make every interaction special!
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the values and pillars of Space House. Highlight your experience in hospitality and how it aligns with our commitment to thoughtful excellence and radical care.
Be Specific About Your Achievements: Use concrete examples to showcase your past successes in enhancing customer experiences. We love numbers and results, so if you've improved satisfaction scores or led successful events, shout about it!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting role at Space House!
How to prepare for a job interview at Savills Company
✨Know the Space House Values
Before your interview, take some time to really understand the values of Space House: Thoughtful Excellence, Radical Care, Future First Thinking, and Unique People: United Standards. Think about how your own experiences align with these values and be ready to share specific examples that demonstrate your fit.
✨Showcase Your Hospitality Mindset
As an Experience & Community Manager, a strong hospitality mindset is crucial. Prepare to discuss your previous roles in luxury hospitality or service-led environments. Highlight any memorable experiences you've created for customers and how you’ve gone above and beyond to ensure satisfaction.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and proactive decision-making. Think of situations where you had to resolve customer issues swiftly or implement innovative solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Engage with Technology Insights
Since the role involves integrating technology into the customer journey, be prepared to discuss any experience you have with implementing new tech solutions. Share insights on how technology can enhance guest experiences and be ready to suggest ideas that could benefit Space House.
