Guest Experience Manager

About the Company

This company are a leading specialist in commercial property and asset management, overseeing billions of pounds worth of property on behalf of a wide range of clients.

This is one of the most important roles within the building. As Guest Experience Manager, you'll be the face and personality of the site, shaping the experience of everyone who comes through the doors. You'll bring life, energy, and service excellence to the everyday running of the building while supporting the Facilities Manager across all aspects of service delivery.

Key Responsibilities

Delivering a Warm Welcome

• Create a welcoming atmosphere full of character and personality for all visitors and occupiers.
• Build strong relationships by remembering names, anticipating needs, and adding thoughtful touches.
• Take pride in front-of-house spaces (reception, lobbies, showers, cycle stores, etc.), ensuring they are sparkling, comfortable, and well maintained.
• Oversee planting and biophilic design to promote wellbeing and create uplifting environments.
• Source finishing touches such as flowers, toiletries, or emergency kits, ideally from local suppliers or social enterprises.
• Ensure service partners provide friendly, professional interactions at all times.

Outstanding Front of House

• Deliver a high-quality experience across reception services: call handling, visitor management, amenity bookings, post and deliveries, and event support.
• Promote and implement technology-driven, frictionless entry systems and visitor apps.
• Log and follow up on service requests, repairs, and maintenance issues to ensure consistently high standards.
• Train and support cover staff to maintain the same high-quality guest experience.
• Be the "go-to" person for patience, empathy, and building knowledge.

Ambassador for Amenities and Services

• Champion occupier engagement by building strong relationships and understanding their needs.
• Review amenities regularly, implementing improvements such as bike storage, changing facilities, or wellbeing spaces.
• Initiate community and social opportunities such as yoga clubs, book groups, or networking events.
• Celebrate seasonal and cultural events through creative displays and thoughtful gestures.
• Share best practices and new ideas with other Guest Experience Managers across the wider network.

Contact & Communication

• Manage occupier platforms, keeping information up to date and relevant.
• Create engaging content for building social media channels and digital screens, ensuring communications are professional, warm, and on-brand.
• Promote local amenities, food & beverage offers, and community news.
• Gather regular feedback to monitor satisfaction and continuously improve service delivery.

Supporting Facilities Management

• Assist with the management of contractors, building maintenance, and health & safety processes.
• Support administrative tasks such as audits, inspections, and compliance reporting.
• Demonstrate proactive problem-solving during fit-outs, refurbishments, or service issues.

Skills, Knowledge & Values

• A natural host with strong interpersonal skills and a passion for great service.
• Attention to detail with a creative approach to amenities and guest experience.
• Confident using technology to improve efficiency and communication.
• Knowledge of Health & Safety and contractor management; IOSH desirable.
• Alignment with core values: clarity, authenticity, accountability, appreciation, and adventurous thinking.
• 2+ years' experience in a similar role.

Why Join

This role offers the chance to make a real impact-transforming a workplace into a place people love to be. You'll be supported to learn, grow, and innovate, while helping to deliver an outstanding occupier and guest experience.