Guest Experience Manager - Glasgow, United Kingdom - First Military Recruitment

First Military Recruitment

Verified Company

Glasgow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

DC49- Guest Experience Manager

Location - Glasgow

Salary - £20,000 to £21,000

Overview:

First Military Recruitment is working in partnership with our client to recruit a Guest Experience Manager to work at two closely-located sites in Glasgow: Delta House and a property on West Regent Street.

Arguably the most important appointment of the building, this is a front of house role that gives the building personality and puts life and soul into everyday occupation for guests.

You will ensure a warm welcome full of your character for everyone who comesthrough the doors, forging relationships, remembering names, and implementing little touches that make people smile and (fleetingly) forget the pressures on them.

The Guest Experience Manager will support the Building Manager and Senior Management Team with day-to-day operations and maintenance with understanding of expenditure and current legislation.

We are looking for a highly motivated and hospitable person capableof running our guest management processes, providing guests with an excellent service, as well as being responsible for a range of administrative front desk duties.

Duties and Responsibilities:

Implementing outstanding reception procedures call handling, service desk requests, key handling, post and deliveries, bookings of amenity space, problem handling, emergency notifications.
Promoting the adoption of technology wherever possible to create a frictionless pathway through the building.
Reporting service failures to the Help Desk and owning their resolution. Communicating progress updates and managing the ticketing process in any designated system.
Maintaining a list of small repairs or decorative items that need repair, to ensure sufficient budget is allowed for by the FM or BM and see these items resolved as soon as the budget permits. Zero tolerance to damage or poor standards.
Managing and training your own cover ensuring cover upholds the same standards and experience.
Install and maintain community boards to showcase local amenities that people should know about.
Secure a budget to mark seasonal events in style and appropriate to the building and its people.
Liaise with other GXMs across the network to explore services and amenities offered elsewhere. Regularly present ideas to our occupiers' nominated representatives to obtain agreement, permission to proceed through the service charge or to encourage separatefunding.
Responsible for populating Locale (or similar customer contact platform), maintaining access, loading documents, keeping contact information up to date, and actively using the platform to provide occupiers with useful building information, content and workplaceinsight.
Maintaining the building's website ensuring content is up to date, and working with an appointed design agency to keep it relevant, engaging and offering a great user experience.
Creating and managing content for the building's social channels on Instagram and LinkedIn.
Ensure all customer data held by the building management team and front of house team is GDPR compliant, liaising with the Company's data compliance policy.
Monitoring statutory and internal compliance, including meeting Company policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements.

Skills and Experience:

Previous experience in a similar role [essential].
Excellent organisational skills.
Strong interpersonal skills, capable of communicating across at various levels.
Proactive, flexible attitude to the changes to the Company, IT systems and the role.
Fast and accurate typing skills.
Able to use own initiative.

In return our client offers:

A salary of £20,000 to £21,000 per annum, depending on experience.
A working week of 37.5 hours (start/finish times TBC).
An opportunity to be part of a company who is committed to engaging with and developing all employees.
The opportunity to contribute to a growing organisation, providing both personal and career development opportunities.