Guest Experience Manager VA

Anabas is a dynamic, national Facilities Management provider focused on delivering outstanding workplace experiences for corporate office occupiers.

Hours: Full-time, Monday to Friday, 7:30am to 4:30pm

40 Hrs a week , with flexibility required to support evening events when needed.

Location: On-site - London EC2Y 9AA

Salary: £44,000 per anum

Employment vetting clearance is required for this role which includes a basic DBS.

The Guest Experience Manageris responsible for delivering an exceptional hospitality and workplace experience for guests, visitors, clients, and employees. Acting as the primary host for guests, the role ensures a professional, welcoming, and seamless experience through outstanding service delivery, effective coordination of hospitality operations, and proactive support of workplace services.

The postholder will work closely with facilities teams, service providers, catering partners, security personnel, and internal stakeholders to ensure the highest standards of customer service, presentation, and operational excellence.

• Welcome guests, visitors, and employees in a professional and personable manner.
• Escort guests to meeting rooms, event spaces, or designated areas as appropriate.
• Anticipate and respond to guest requirements, ensuring a high-quality experience at all times.
• Act as the primary point of contact for hospitality-related enquiries and requests.
• Provide guidance on workplace facilities, services, amenities, and meeting spaces.
• Coordinate visitor arrivals, sign-ins, hosting arrangements, and navigation throughout the workplace.

• Coordinate and support meetings, events, and hospitality services from planning through to completion.
• Oversee room setup, layout changes, seating plans, and event space preparation.
• Manage meeting room bookings and hospitality requests.
• Coordinate catering, refreshments, and hospitality services with internal teams and external providers.
• Ensure meeting rooms and event spaces remain presentation-ready, clean, and fully equipped.
• Provide basic audio-visual support and coordinate troubleshooting where required.

• Act as a liaison between clients, reception teams, facilities teams, catering providers, and service staff.
• Ensure hospitality services are delivered efficiently and to agreed service standards.
• Monitor service performance and proactively identify opportunities for improvement.
• Support the delivery of workplace services that enhance employee and visitor satisfaction.
• Assist with the recruitment, onboarding, training, and supervision of hospitality support staff where required.
• Promote and maintain high standards of customer service, professionalism, and workplace etiquette.
• Ensure all hospitality personnel adhere to agreed grooming and uniform standards.
• Conduct regular checks to ensure compliance with presentation and service expectations.

• Work collaboratively with workplace and facilities management teams to support daily operations.
• Conduct or support workplace inspections, hygiene reviews, and condition surveys.
• Report maintenance issues and monitor progress of corrective actions.
• Support coordination of cleaning, maintenance, catering, and other workplace service providers.
• Assist with additional workplace and facilities management activities as required.

• Respond promptly and professionally to customer feedback, concerns, and complaints.
• Resolve service issues efficiently while maintaining a positive customer experience.
• Escalate complex issues where appropriate and ensure timely follow-up.
• Monitor customer satisfaction and contribute to continuous service improvement initiatives.

• Support the implementation of workplace health, safety, security, and emergency procedures.
• Act as an emergency response contact where trained and designated.
• Maintain relevant certifications such as First Aid and Fire Safety where required.
• Support business continuity and emergency preparedness activities.

• Maintain accurate records relating to hospitality services, events, and workplace activities.
• Assist in compiling operational reports and service performance data.
• Support expense tracking, supplier reconciliations, and service consumption reporting.
• Contribute to the development and maintenance of service procedures, house rules, and operational guidelines.

• Proven experience in hospitality, concierge, front-of-house, workplace experience, or customer service environments.
• Exceptional interpersonal and communication skills.
• Strong customer-service orientation with a passion for delivering outstanding experiences.
• Excellent organisational and time-management skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Professional, calm, and adaptable approach under pressure.
• Strong problem-solving and…