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.