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- Tasks: Create unforgettable experiences and manage community engagement at a landmark workplace.
- Company: Join Space House, a leader in hospitality and innovative workspaces.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Be part of a team that shapes the future of work and enhances customer satisfaction.
- Qualifications: Experience in luxury hospitality and exceptional customer service skills required.
- Other info: Fast-paced role with a focus on innovation and community connection.
The predicted salary is between 55000 - 55000 ÂŁ 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
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, 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: ÂŁ55,000
Please see our Benefits Booklet for more information.
Experience & Community Manager - London in Harrow on the Hill employer: Savills
Contact Detail:
Savills Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experience & Community Manager - London in Harrow on the Hill
✨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 passion for hospitality shine through. Share your ideas on enhancing customer experiences and how you can contribute to the Space House vibe.
✨Tip Number 3
Be proactive! If you see an opportunity at Space House, don’t wait for the perfect moment. Reach out directly, express your interest, and share how your skills align with their values. We love a go-getter!
✨Tip Number 4
Utilise our website! Check out the latest openings and apply directly through us. It’s the best way to ensure your application gets noticed, and who knows, you might just be the next Experience & Community Manager we’re looking for!
We think you need these skills to ace Experience & Community Manager - London in Harrow on the Hill
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 elevate our guest interactions!
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the values and pillars of Space House. Highlight your relevant experience in hospitality and community engagement, so we can see how you fit right in with our team.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to spot. This helps us quickly understand how you can contribute to our mission.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our community!
How to prepare for a job interview at Savills
✨Know the Space House Values
Before your interview, make sure you understand the core values of Space House: Thoughtful Excellence, Radical Care, Future First Thinking, and Unique People: United Standards. Think about how your experiences align with these values and be ready to share specific examples that demonstrate your commitment to them.
✨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 instances where you went above and beyond to create memorable experiences for customers, showcasing your passion for exceptional service.
✨Prepare for Stakeholder Engagement Scenarios
Given the role's emphasis on stakeholder management, think of scenarios where you've successfully engaged with high-profile clients or partners. Be ready to discuss how you navigated complex situations, resolved issues, and maintained strong relationships, as this will demonstrate your ability to thrive in a fast-paced environment.
✨Emphasise Your Problem-Solving Skills
The ability to anticipate challenges and implement innovative solutions is key for this role. Prepare examples of past experiences where you identified problems and took proactive steps to resolve them. This will show your potential employer that you're not just reactive but also forward-thinking in enhancing guest satisfaction.