Welcome Space Manager

Overview

Post Covid, the working world has changed with employee and visitor experience now at the heart of everything. Hybrid working is more in scope than ever; the concept of the traditional office has evolved to meet the demands created by this shift in ‘ways of working’. To ensure top talent is attracted and retained whilst enabling growth within a challenging market, our workplaces have become an ‘experience destination’ in themselves.

Increasing office utilisation is now firmly at the forefront of our business objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition at Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs and drives enhanced engagement throughout the entire building community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy not just for our own workforce, equally for all our visiting clients visiting.

This role is the lynchpin supporting our Ambassadors to deliver our overall REFIM service excellence capability. Working closely with the Regional WEx Manager, you will play a big role in delivery of a service strategy we are proud to showcase to our valued clients and our internal stakeholders. Your team leadership, industry knowledge, eye for detail, desire to build community and your passion for progressive change will drive your success in leading your teams on the ground in the creation of optimal Visitor and workplace experiences for all those we encounter.

We see our teams as our all-round ‘experience architects’ and you will utilise your experience to engage, motivate, support and encourage your team to be creative and solution driven in any situation. You and your teams will provide a service that is continuously progressing in line with the requirements of the world around us and the evolving technological opportunity emerging within it to push the boundaries of the possible.

Avison Young aim to promote the best user experience by understanding and finding the hidden opportunity in the smallest of detail, to surprise and delight all. With your ability to build and lead a high performing team who embody our ‘make a difference’ service first ethos, you will ensure the compliance of service standards and opportunity conversion throughout. With a keen focus on our ground floor Welcome Space, you will also oversee the running of our Visitor services, meeting rooms, our flexible working spaces, our surprise and delight events programme and bring to life the connection opportunity for those working remotely.

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviour Playbook, they are our ways of working together, delivering with others and our all-round ethos.

• Lead and provide a user focused service experience that is built on the foundations of exceeding expectations in line with the Avison Young solution
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’ and inspire these and our values in your team’s work ethic and mindset
• Ensure communication throughout the team and colleague network is positive at all times, championing all required changes or new ideas for successful team buy in and implementation
• Lead and support your teams in the delivery of their Ambassador job scope - ensure full understanding and completion of all areas to a high standard
• Ensure immaculate presentation and team demeanour throughout at all times in all operational spaces
• Ensure our welcome experience, visitor processing and onwards journey is a priority focus for all, at all times
• Ensure a member of your team is always present and visible to greet, engage or bid farewell
• Engage with hosts to increase pre-booked visitors each month to ensure the best possible arrival experience for all
• Where available, utilise technology for all work streams, including visitor management, resource booking, concierge support and lifestyle provisions
• Manage the…