Guest experience Manager

This company are a leading UK specialist in commercial property and asset management, overseeing more billions of property on behalf of UK and international fund managers, REITs and others.

Key Responsibilities

• Deliver a warm, personalised welcome to all occupiers and visitors.
• Take ownership of all front-of-house areas, ensuring they are immaculate, welcoming and thoughtfully designed.
• Implement biophilic design principles to enhance wellbeing and create purposeful spaces.
• Introduce thoughtful finishing touches sourced responsibly where possible.
• Maintain exceptional attention to detail across signage, digital interfaces and presentation.
• Ensure service partners demonstrate strong customer service behaviours.

Front of House Excellence

• Oversee reception procedures including visitor management, call handling, deliveries, bookings and emergency communications.
• Promote technology-driven, seamless visitor journeys while maintaining inclusive alternatives.
• Monitor and resolve service issues through designated helpdesk systems.
• Maintain high presentation standards with zero tolerance for damage or neglect.
• Train and manage FOH cover staff to uphold consistent standards.
• Act as the building's "go-to" contact, demonstrating patience, empathy and professionalism.

Amenity & Community Ambassador

• Build strong relationships with occupiers to understand evolving needs.
• Regularly review and enhance building amenities in line with trends and feedback.
• Identify opportunities to improve workplace wellbeing and functionality.
• Organise community initiatives and social engagement activities.
• Curate community boards promoting local amenities, businesses and events.
• Manage seasonal events and building activations within agreed budgets.
• Collaborate with peer managers across the portfolio to share best practice.

Digital & Communications Lead

• Manage the building's occupier engagement platform and ensure accurate, GDPR-compliant data.
• Create engaging content for social media channels (LinkedIn, Instagram).
• Maintain the building website and digital screens, ensuring high-quality content and branding.
• Present digital engagement analytics where required.
• Ensure all communications are professional, authentic and aligned with brand standards.

Operational & Facilities Support

• Support the Facilities Manager with contractor oversight and hard services coordination.
• Demonstrate working knowledge of health & safety compliance and permit systems (IOSH desirable).
• Assist with inspections, audits and reporting processes.
• Proactively resolve issues arising from refurbishments or fit-out works.

Skills & Experience

• Previous experience in a similar front-of-house or guest experience role.
• Strong interpersonal and relationship-building skills.
• High attention to detail and pride in presentation standards.
• Confident using digital platforms and visitor management systems.
• Knowledge of health & safety processes within commercial buildings.