Guest Experience Manager

Job Title Guest Experience Manager (GXM)
Department Reception UK

Scope and Accountability:


The GXM is responsible for the quality of the service provided, ensuring that they create a positive impression for all organisations. They are required to prioritise their own day to day work and will refer complex problems or queries to their Building Manager/Line Manager.



Main Responsibilities - Front of House


As the key Front of House resource, the GXM will provide a welcoming, helpful and professional first point of contact to all callers and visitors.

Answering all incoming telephone calls and resolving queries ensuring accurate and comprehensive, and relevant information is provided. Ensure all callers feel valued and prioritised and where colleagues are not available or point of reference not clear, take messages and provide a follow up.
Meet and greet all visitors to the building (colleagues, managers, tenants, landlord representatives and members of the public), providing a friendly, efficient, timely, professional, and welcoming environment. Direct to appropriate facilities or staff member as required.
Ensure the daily list of visitors is kept in reception and that all visitors sign in and out of the building.
Keep the reception area well presented, tidy and uncluttered, ensuring the reception administration is up to date.
Contributing to monitoring and ordering office supplies and maintaining office equipment in the reception area.
Assist the Office Manager in the day-to-day running of the building to deliver operational activities in line with agreed service levels/management agreements, associated legislation and compliance.
A clear focus will be applied to general management of the building, security, safety, compliance and managing contractors.
Provide a quality security service that ensures that a positive impression is given whilst remaining proactive when faced with problems or queries.
Organise meeting rooms and tidy when each ,meeting has finished ready for the next event.
Offer visitors Water, Tea and Coffee where applicable.


Control of Services

Reception


The GXM will assist with ensuring that Health and Safety procedures are strictly adhered to and maintain and produce up to date Health and Safety records, e.g. near misses, incidents, observations.
Ensure all visitors are directed to their correct destinations within the building after signing them in.
Assist security with key registering, recording incidents and any additional reporting required including police liaison when necessary.
Manage the visitor fobs efficiently and report missing ones to the necessary Manager.
Manage key fobs – create access cards and delete as needed.
To conduct regular check calls with control in accordance with the site assignment instructions.

Always have a positive attitude and friendly persona.


Cleaning


Report cleaning faults and issues to the on-site cleaning staff.
Ensure the buildings cleaning specifications are followed and all work is carried out to the standards expected.
Advise the Office Manager of any areas of concern with the on-site cleaning team.


Repairs


Notify the maintenance team and Office Manager of any repairs that are required in the building.
Keep a record of all reported faults in the building and what procedures have been taken.



Building Works


Prior notification must be given to allow contractors access along with identity of building contractors on site and description of works being carried out.

Liaise with onsite building contractors to ensure minimum disruption to the tenants - work with the security team.
Report and record any noticeable/reported damage to the premises together with any anticipated problems along with what procedures have been taken.
Ensure that any contractors working directly for tenants are aware to the regulations governing the common part areas.
Oversee general maintenance of the site, ensuring common areas and grounds are kept to the required standard while working with contractors.
To monitor and control contractors working on-site in accordance with client instructions.



Reporting Responsibility


Report on all staff matters including training, discipline, absence and non-performance of contractors.
Report any Health and Safety issues to the Security Manager and Building Manager.
All defects within the building need to be logged and reported.



The GXM will ensure that they are familiar with the following requirements within the property and report accordingly:


Detail of Fire alarms tests/fire drills etc.
Breakdown and failure of plant.
Any items of disrepair at the building including action taken.
Movements of equipment/furniture belonging to the Landlords or tenants.
Apparent breaches of covenant by lessees.
Apparent reduction in staffing levels or changes in behaviour of tenants.
Any accidents or other incidents.


Tenant Liaison


The GXM will be required to maintain contact with the appropriate Management of each tenant and deal with requests, complaints and all other incidents such as emergencies and disruption due to building alterations as they occur. The importance of a firm but diplomatic relationship with tenants at all levels is needed.
To be the initial liaison with tenants, client representatives, emergency services, external agencies and members of the public and assist as necessary.
To create newsletters, arrange pop up stalls and monthly events.
Monthly social media posts including pictures of events.



Improvements


The GXM will be expected to keep all services under review and make recommendations and implement improved services whenever these are feasible having regard to lease restrictions and budgetary considerations.


This Job description is meant as a guideline only as to general areas of responsibility and accountability rather than a detailed description of tasks and activities. Modern organisations need to be flexible and responsive to changing business needs and role holders should reference their annual objectives to describe areas of key responsibility and accountability.


Profile

Qualifications, knowledge, skills, experience and competencies:

• Experience of working in a similar role or industry
• Exceptional personal presentation
• Good health and safety knowledge and day to day application
• Team supervision
• Liaison with contractors
• Excellent communication skills (oral and written) - Ability to read, understand, apply and communicate written materials, e.g. policies and procedures, fire drill instructions
• Used Microsoft office or other IT and digital platforms
• Ability to work on own initiative, within a pressurised environment
• Highly developed organisational skills
• Good Interpersonal skills to sustain effective relationships and partnership working with all stakeholders
• Seek opportunities and finds solutions to blockers