Guest Experience Manager

Overview

The Guest Experience Manager (GXM) based in Warwick, offered by Pertemps Coventry Commercial, is responsible for ensuring high-quality front of house service. The role prioritises daily tasks, creates a positive impression for all organisations, and refers complex issues to the Building Manager.

Job Title: Guest Experience Manager (GXM)
Department: Reception
Location: UK (Warwick)
Scope and Accountability: Quality of service, prioritise daily work, refer complex problems to the Building Manager/Line Manager

Main Responsibilities

• Main Responsibilities - Front of House
  As the key front of house resource, the GXM welcomes visitors, answers telephone calls, resolves queries, ensures callers feel valued, takes messages when colleagues are unavailable, greets all visitors to the building including colleagues, managers, tenants, landlord representatives and members of the public, directs visitors to appropriate facilities or staff members, keeps a daily list of visitors signed in and out, maintains a tidy reception area, monitors and orders office supplies, assists the Office Manager with building operations, manages security, safety, compliance, and contractors, provides a quality security service, organizes meeting rooms, offers visitors refreshments where applicable, and provides administrative support.
• Control of Services - Reception
  Ensures Health & Safety procedures are followed, maintains up to date health and safety records, directs visitors to destinations after signing in, assists security with key fobs and incident reporting, manages key fobs and access cards, conducts regular check calls, maintains a positive attitude, reports cleaning faults and repairs, keeps records of faults, liaises with building contractors, reports damage and other relevant issues, and oversees general maintenance and contractor control.
• Reporting Responsibility
  Reports on staff matters including training, discipline, absence and non performance of contractors, health and safety issues, defects within the building, fire alarm tests, plant breakdowns, disrepair items, equipment movements and other incidents.
• Tenant Liaison
  Maintains contact with tenant management, deals with requests, complaints and incidents, serves as initial liaison with tenants, client representatives, emergency services, and external agencies, assists with newsletters, events, and social media posts.
• Improvements
  Keeps all services under review, makes recommendations, and implements improvements while considering lease restrictions and budgetary constraints.

Profile - Qualifications, Knowledge, Skills and Experience

• Experience working in a similar role or industry
• Exceptional personal presentation
• Good health and safety knowledge and day to day application
• Team supervision experience
• Contractor liaison skills
• Excellent oral and written communication skills, ability to read, understand, apply and communicate written materials such as policies, procedures, fire drill instructions
• Proficient with Microsoft Office and other IT/digital platforms
• Ability to work on own initiative within a pressurised environment
• Highly developed organisational skills
• Good interpersonal skills to sustain effective relationships and partnerships with stakeholders
• Ability to seek opportunities and find solutions to blockers