Guest Experience Manager

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Guest Experience Manager

Department: Site - Portfolio

Employment Type: Permanent - Full Time

Location: City Tower (Site)

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

Description

MAPP is the UK's leading specialist in commercial property and asset management, with over GBP 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 - Manchester

Who Does This Role Report Into? Senior Building Manager

Role Summary / Purpose and ScopeArguably 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 the Operations Manager and Senior Building Manager in all aspects of service delivery.

Skills, Knowledge and Values

Skills (People & Technical)

• Excellent organisational skills
• Strong interpersonal skills, capable of communicating across at various levels
• Proactive, flexible attitude to the changes to the company, IT systems and the role
• Lead as service ambassador at MAPP, including understanding that MAPP's image is reflected through a high level of service in engaging with all parties
• You will be responsible for leading a team of 2 Guest Experience Hosts. This will require ensuring industry leading standards, development, holding regular 1:1's and involvement in occupier engagement.
• Able to use own initiative
• 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
• Creating and providing information and training on new changes and building services updates for your FOH team, so everyone is a building expert
• Reporting service failures to the MAPP Service Desk/Senior Building Manager and owning their resolution. Communicating progress updates and managing the ticketing process in any designated system
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements

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 including attention to delivery to all stakeholders
• Innovative Solutions and Problem Solving
• Developing Self and Others and willing to Learn
• Interpersonal and Relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
• Strong written and verbal communications including report writing

Experience and Salary

Level of Experience / Certifications:

• Experience of working in a similar role
• Ideally experience of Riskwise and Gmail

Working Hours: 42.5 hours Monday - Friday, Potential Variations could be: 7am-3:30pm/ 8am - 4:30pm/ 9am-5:30pm
Salary Range (Based on Experience)
GBP 30,000 - GBP 35,000 per annum, depending on experience.