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Guest Experience Supervisor

  • Location

    London

  • Sector:

    Trade / Retail

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    VH0504

  • Published:

    about 5 hours ago

  • Expiry date:

    2022-01-10

  • Client:

    CBRE

Job Description

Job Title: Guest Experience Supervisor Based: London Bridge Reports to: Operations Manager

PURPOSE OF THE JOB

Responsible for the leadership, strategic direction and operation of all customer services/hospitality services within the Account, delivering a best in class / 5* offering.

This role has specific focus on driving innovation within the broader Guest Experience and Security service, improving the customer experience and ensuring we remain at the forefront of best practice.

The individual will consider new methods of working and be creative in how we measure the customer experience and report it. Needs to advocate exceptional customer service and be able to put themselves in the customers shoes.

KEY RESPONSIBILITIES

• Act as the Subject Matter Expert across the entire customer experience/impact lifecycle • Maintains high levels of excellence when it comes to visual standards and guest experience • To maintain a Contract Development Plan in conjunction with the Contract Manager • Evaluate proposed and required changes to services identifying financial, personnel and operational performance implications and improvements • Implement and evaluate service changes and manage the change process as appropriate • Regular audits to ensure standards are achieved & in accordance with client expectations • Provide proactive feedback to clients in areas of cost control, work scope, innovative improvements and additional services; Ensure client issues are dealt with effectively at the appropriate level • Attend client meetings, have good knowledge of site operations, encourage active improvements & provide feedback to clients • Ensure procedures are in place to identify the development needs of team through observation and appraisals ensuring these are met through appropriate training and development activities • Identify and monitor training requirements of managers, team leaders, supervisors and staff • In conjunction with the Human Resources Department, manage all disciplinary matters and Industrial Relations issues • Establish and maintain safe systems of work; Work with the QHSE Manager to maintain the reporting procedure for accidents and near misses • Maintain a communication network to raise Health & Safety issues; Ensure that Method Statements and Risk Assessments for all tasks are documented and communicated effectively • Drive a safety culture across the portfolio to establish secure and safe environments • Communicate effectively with colleagues within the Business Unit so that information is disseminated effectively and participate in project groups and meetings as required • Work closely with the Guest Experience Host, providing best in class service • Manage the Security Service team, ensuring all SIA and ACS compliance and guidelines adhered to • Building inductions – support building inductions with a ‘how to’ service (i.e. services on offer, different spaces)

PERSON SPECIFICATION

A proven track record in delivering 5* Services within a multi-site corporate office environment Minimum 3 years experience working in the Hospitality or FM industry Experience required in delivering & managing soft services Able to command credibility and can influence a broad range of stakeholders Requires specialist knowledge of front of house/hospitality, cleaning industry and/or hygiene sector and high degree of initiative, creativity and wide scope for discretion A background in hospitality is desirable Commercial and financial awareness in a client environment Experience at interfacing at all levels throughout an organisation Communication and presentation skills Proven management skills Be innovative & have proven capabilities to develop & grow contracts / portfolio.

Candidate Description

A proven track record in delivering 5* Services within a multi-site corporate office environment Minimum 3 years experience working in the Hospitality or FM industry Experience required in delivering & managing soft services Able to command credibility and can influence a broad range of stakeholders Requires specialist knowledge of front of house/hospitality, cleaning industry and/or hygiene sector and high degree of initiative, creativity and wide scope for discretion A background in hospitality is desirable Commercial and financial awareness in a client environment Experience at interfacing at all levels throughout an organisation Communication and presentation skills Proven management skills Be innovative & have proven capabilities to develop & grow contracts / portfolio.