Guest Experience Manager - Brettenham House

Overall Purpose

The Guest Experience Manager is responsible for managing the front of house services, the operations, the brand standards, innovation and social engagement, internal and external stakeholders relationship (and eventually leading the front of house team). It is expected for the Manager to ensure a seamless, high-quality guest experience.

This is a new role in a newly refurbished historical and iconic building. There is a high expectation for our Manager to create, develop and implement above-and-beyond standards and service delivery in every guest journey, at the same time respecting and referencing the building’s history and heritage.

Vital to this role will be strong leadership experience, exceptional customer service, a problem solver, innovative and has strong team work ethics, always leading by example. You are flexible, adaptable, with strong verbal and written communication skills, and a great example to the team at all times. You are a good trainer, mentor and communicator to ensure a one-team approach. Your timekeeping is exemplary.

As the pioneering team member of the building, you will be a key player in setting up along with the rest of the internal departments a one-team approach and providing full support to the building management.

Duties and Responsibilities – this list is not exhaustive

• Leads the team across the portfolio to create positive memorable experiences by exceeding expectations for all.
• Development and implementation of the customer experience strategy together with key stakeholders.
• Create, implement and maintain a complete set of brand standards based on our clients’ portfolio enhancing their brand and St James values.
• Collaborate with all service partners to ensure that the standards are adopted across each building ensuring a one-team approach.
• To be a visible role model for St James. This includes high grooming standards and leading by example.
• To take full ownership of the reception and all associated areas, including any additional reception areas associated with the building/estate.
• Ensure that the Reception areas are kept in impeccable order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary to the efficient running of the building and Estate.
• Meeting with building management on a weekly basis to provide updates and discuss any ongoing issues.
• To collate and deliver accurate reports on all aspects of information as requested from the client and senior management.
• Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services.
• Produce, manage and operate the reception rota, checking future planned absences and liaising with management for cover as and when required.
• Manage and promote the implementation for any change, upgrade or advancement in software systems.
• Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.
• Ensuring a thorough handover every Thursday for your team to carry out on the Friday.
• Ensuring that the team are correctly attired and project a professional image at all times.
• Being responsible for the process of meeting and greeting of all guests and visitors to the building and ensure you and your team provide them with exceptional service.
• To assist guests and visitors, occupiers and clients with their queries, comments and suggestions in a knowledgeable and professional manner.
• To lead, manage and develop the FOH team.
• Proactively solve problems and recommend changes to make improvements.
• Periodically review Front of House manual/s to ensure information is current and relevant.
• To conduct annual personal development reviews and any performance management requirements for the FOH team and you are the first line HR support.
• To identify any training needs and assist in their skills and development of the FOH team.
• To maintain good working relationships with colleagues.
• To lead on events for the reception area, this includes pop ups, freebies and ESG initiatives ensuring you are including the reception team in the collaboration.
• To lead on ideas and events for corporate social responsibility for the building. Identify charities and local community activities that we can engage with.
• Adhering to St James policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues.
• Ensure compliance with all current statutory legislation in respect of health and safety and the environment. Work within the framework ISO 9001 and 14001.
• Any other duties as deemed necessary to support the client, tenants, guests and your line manager.

Knowledge and Skills:

• Previous experience in delivering exceptional customer service essential in a managerial or supervision position.
• Strong management skills as well as a collaborative approach.
• Excellent organisational skills, attention to detail, proactive, approachable and will make a good example for the team.
• Excellent command of the English language, both verbal and written.
• Exceptional interpersonal skills, flexible to work with a range of styles and personalities and according to business demands.
• Experience in using Visitors Management Systems, Microsoft Office, PowerPoint and Excel. Knowledge in Canva would be an advantage.
• Excellent punctuality, outgoing and a can do/proactive attitude. A team player is essential.
• Innovative and creative.
• Flexibility to react promptly on reasonable client’s demand.
• Quick on their feet when providing multi-tasked services to tenants and their visitors.