At a Glance
- Tasks: Create memorable experiences for guests and manage front of house operations.
- Company: Join MAPP, a vibrant workspace with a focus on hospitality and teamwork.
- Benefits: Competitive salary, supportive environment, and opportunities for personal growth.
- Other info: Dynamic role with potential for career advancement in a collaborative setting.
- Why this job: Be the face of MAPP and make a real difference in guest experiences.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 27000 - 30000 £ per year.
Department: Administration
Employment Type: Full Time
Location: MAPP London Workspace
Compensation: £27,000 - £30,000 / year
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.
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.
- Take on a sense of pride and ownership of the FOH area.
- 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. Communicating progress updates and managing the ticketing process in any designated system.
- 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.
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:
Level of Experience / Certifications:
Working Hours: 9am - 5.30pm Monday - Thursday & 9am - 5pm Friday.
Salary Range (Based on Experience): £27,000 - £30,000 per annum, depending on experience.
Guest Experience Coordinator in London employer: Wearemapp
MAPP is an exceptional employer that prioritises a welcoming and inclusive work culture, making it an ideal place for those passionate about delivering outstanding guest experiences. Located in the vibrant MAPP London Workspace, employees benefit from a supportive environment that encourages personal growth and development, alongside competitive compensation and a commitment to high service standards. With opportunities to engage with diverse clients and contribute to innovative projects, MAPP fosters a sense of pride and ownership among its team members.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Coordinator in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wearemapp. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wearemapp before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Guest Experience Coordinator in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wearemapp:Your cover letter is your chance to shine! Tell us why you want to work at Wearemapp specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wearemapp!
How to prepare for a job interview at Wearemapp
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
