Guest Experience Manager

Guest Experience Manager - Fitzroy Street

Department: Site - Office Buildings

Employment Type: Permanent - Full Time

Location: Fitzroy Street (Site)

Compensation: £30,000 - £35,000 / year

Description MAPP is the UK's leading specialist in commercial property and asset management, with over £30bn+ of property under management for a variety of UK and overseas Fund Managers, REITs and other property owners. MAPP believes that property management can be a force for good. That's why we make buildings work, not just for profit, but for people and the planet too. MAPP has created V1.0, V2.0, V3.0 and V4.0 framework of Property Management, to help clients and occupiers navigate the new landscape, and to ensure we deliver a fully integrated and holistic approach.
Most job descriptions read like a recipe without a clear picture of what the final product looks like. We want to give you a picture of who we are and the role we are looking to fill. If this position excites you, and you think you could make a difference at MAPP, do apply, even if you don't satisfy every single criterion. We want to work with people who are awesome in an organisation that makes a difference, do a job that adds value and be rewarded for all our effort in a great place to work. At MAPP, we want to make the real estate industry a career path where everyone feels both welcome and wanted. We're proud of our progress so far, but we're constantly reevaluating how we can make sure the best people, regardless of gender, ethnicity, sexuality, nationality, background or neurodiversity, can see themselves excelling at MAPP. Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp. We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing, and have done so for the last five years. We promote about 10% of our office-based roles in a year. We have fun together with events and opportunities to connect, grow and learn with charity days and fundraising events for our communities, as well as study days that broaden our professional horizons. This role gives you the opportunity to be a part of our effort to do something a little bit special in property management, and we would love for you to apply. We are always on the lookout for great character – that is what makes us MAPP people. If that is you, we would love to meet you
Title, Team and Role Summary Title : Guest Experience Manager

Team : Site - Fitzroy Street

Who Does This Role Report Into? Building Manager

Role Summary / Purpose and Scope

Arguably the most important appointment of the building, a front of house role that gives the building personality and puts life and soul into everyday occupation for our guests, additionally assisting and supporting Facilities Manager in all aspects of service delivery.
Skills, Knowledge and Values Skills (People & Technical)

Delivering a Warm Welcome

• Ensuring a warm welcome full of your character for everyone who comes through the doors, forging relationships, remembering names, and implementing little touches that make people smile and (fleetingly) forget the pressures on them;
• Owning and embracing the welcome experience and front of house areas, driving standards to make the spaces sparkling, comfortable, welcoming, memorable and useful – whether lobbies, WCs, showers, cycle stores or smokers' areas – being house proud and thinking about whether these spaces are working for their customers;
• Delivering outstanding biophilia – whilst signature plants in eye-catching containers matter and seasonal floral arrangements are expected, you will develop planting strategies which support health and wellbeing, promoting cleaner air and delineating zones for different purposes such as reflection and decompression space from other more heavily trafficked areas.
• Mastering cost effective finishing touches from local social enterprises wherever possible – flowers, fragrance, magazines, toiletries, umbrellas, chargers, wall mounted bike repair kits, emergency kits – to name a few;
• Being eagle-eyed about attention to detail such as signage (a friendly tone, with top notch presentation), user interface of iPad visitor entry experience or app-based access control, wallpaper or background screens/screensavers on visitor iPad and FOH screens;
• Demonstratively ensuring all service partner staff are customer friendly, implementing skills and behaviour training when needed.

Outstanding Front of House

• Pursuing outstanding occupier satisfaction in the handling of their guests, employees and client events. You need to be the one who everyone remembers (for the right reasons).
• 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. Visitor books and plastic passes are a thing of the past. You will select or promote mobile app visitor management which automatically integrate with access control systems for those who prefer technology and manage alternative systems for those who prefer human contact instead.
• 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 own cover – ensuring cover upholds the same standards and experience.
• Creating and providing information and training on new changes and building services updates for your FOH team, so everyone is a building expert.
• Being considered the 'go to' person and recognised as a role model for patience and empathy both internally and externally.

Ambassador for Amenities and Services

• You are the Building Champion By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything we do.
• It's all about the people in the building. You need to forge friendly but trusting relationships with them. Seek opportunities to engage with tenants/ occupiers and get a true understanding of their needs and where building services can help.
• Regularly reviewing all building amenities and engage with occupiers through meetings and surveys to identify changes in requirements. For example, implementing storage for foldable bikes, charging for e-bikes and scooters, dog bowls or changing straighteners to airwraps. Trends change quickly and need to be planned in.
• Stand in the customers' shoes to think about what they might need – identifying space in the building for a drying room, a hanging rail in a changing room, or a tumble dryer for cyclists' towels for example. Unless it works for you, it won't really work for them.
• Continually and constructively challenging the 'norms' and processes that affect customer experiences, developing new and creative solutions that meet tenants changing expectations to deliver the best possible service.
• Identifying initiatives such as lunchtime run or yoga clubs and other social opportunities, such as book clubs, salsa lessons, networking drinks for people to meet or experience downtime.
• Install and maintain community boards to showcase local amenities that people should know about – for example, green spaces, reflection spaces, new shops or restaurants, great selfie spots, local events, social enterprises, volunteering opportunities, uplifting news from local community. Make people love where they come to work.
• Secure a budget to mark seasonal events in style and appropriate to the building and its people. Ranging from sweets on the desk to mark Easter or Valentines for example, or floral displays in PRIDE colours, Christmas decorations or other key events which reflect the demographic or occupier profile in the building.
• 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 separate funding

Contact and Communication

• With responsibility 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 workplace insight.
• Creating and managing content for the building's social channels on Instagram and LinkedIn. Use the variety of available channels to share great content, some of which will be provided centrally as part of MAPP's engagement campaigns, but the platforms must be used to develop and maintain the personality of the building.
• Using the social channels to promote local F&B options, offers and menus.
• Maintaining the building's website ensuring content is up to date, and working with appointed design agency to keep it relevant, engaging and offering a great user experience.
• Where required, present analytics for the digital layer.
• Managing content on digital screens, liaising with the provider to host content, creating content, ensuring graphics and content are to a high standard.
• Ensuring Emails and other formal contact reflect the same professionalism and personality. All communication is to be on brand, authentic to the building, and no content must appear generic.
• Implement and uphold MAPP's social media policy where in use.
• Ensure all customer data held by the building management team and front of house team is GDPR compliant, liaising with MAPP's data compliance policy.
• Encourage use of the customer feedback function on Locale, combined with other methods to capture what people love, loathe or are indifferent about, to build continuous feedback and monitor satisfaction trends.

Assisting Building Manager or Facilities Manager

• Candidates for this position will be responsible for ensuring that the highest standards of management, maintenance and service are being maintained with a focus on the management of hard services & contractors.
• You will need to be able to demonstrate knowledge of working in buildings that have had fit outs or refurbishment projects focusing on your proactivity to resolve issues, deal with complaints and contractor management. The working knowledge of Health & Safety and work permit documentation is essential and IOSH qualification is desirable.
• You will be assisting the FM in administrative duties such as preparing audit inspection forms and reports.

Values & Behaviour

• Exhibition of MAPP Values :Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
• Self Management including showing initiative, being proactive and meeting deadlines
• Embracing Change including Technology
• Engaging with the Big Picture
• Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally
• Achieving Results and Prioritise Work
• Innovative Solutions and Problem Solving
• Developing Self and Others and willing to Learn

Experience and Salary Level of Experience / Certifications:

2 years experience of working in a similar role

Working Hours: 9am - 5.30pm Monday to Friday

Salary Range (Based on Experience)
£30,000 - £35,000 per annum, depending on experience.
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