Guest Experience Manager

Job Title:

Guest Experience Manager (GXM)

Department:
Reception UK

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.

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.

Answer all incoming telephone calls and resolve queries, ensuring accurate and comprehensive, relevant information is provided. Ensure all callers feel valued and prioritised; 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 the appropriate facilities or staff member as required.

Keep the daily list of visitors in reception and ensure all visitors sign in and out of the building.

Keep the reception area well presented, tidy and uncluttered, ensuring reception administration is up to date.

Contribute 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.

Apply a clear focus to the general management of the building, security, safety, compliance and managing contractors.

Provide a quality security service that ensures a positive impression is given whilst remaining proactive when faced with problems or queries.

Organise meeting rooms and tidy the space after each event, ready for the next booking.

Offer visitors water, tea and coffee where applicable.

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 visitor fobs efficiently and report missing ones to the necessary Manager. Manage key fobs – create access cards and delete as needed.

Conduct regular check calls with control in accordance with the site assignment instructions.

Always maintain a positive attitude and friendly persona.

Report cleaning faults and issues to the on‑site cleaning staff.

Ensure the building's 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.

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 the procedures that have been taken.

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 on‑site building contractors to ensure minimum disruption to the tenants – work with the security team.

Report and record any noticeable or reported damage to the premises together with any anticipated problems and the procedures that have been taken.

Ensure that any contractors working directly for tenants are aware of 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.

Monitor and control contractors working on‑site in accordance with client instructions.

Report on all staff matters including training, discipline, absence and non‑performance of contractors.

Report any…