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Job purpose: As the point of contact for our guest companies, the Guest Relations Manager should ensure the consistent delivery of excellent service to our guests. Working within associated budgets, the Guest Relations Manager is responsible for delivering and maintaining a fully operational range of buildings, by working with all departments and external service partners to ensure delivery in line with our overall Mission, Vision, Values and Objectives.
Day to day management of the highest standards for all Communal Areas within 6 x buildings and related Guest Companies, in line with the CPEM Operations. This includes owning and supporting all Health & Safety related checks and audits to ensure that all compliance matters are addressed and resolved promptly.
Be a point of contact for our Guest Companies for all queries and ensure that the flow of Communication with Enjoy Work is consistent and accurate. This will be done via regularly recorded building meetings as well as one to one conversations, email correspondents and telephone conversations.
Budget management specific to the above buildings/estate, including tracking & forecast planning
Ensure correct Brand Guidelines are followed and represented across all buildings and Estate.
General Business Strategy support including: - o Supporting all Project, Lifecycle Replacement, Fabric and M&E Repair work within the building o Identify and introduce new Innovation & ideas for the benefit of buildings and estate resulting in improved ways of works and greater efficiencies. o Take the lead on thoughtful initiatives for our Guests o Assistance, participation and delivery on team initiatives
Sustainability support for the business: - o Waste & Recycling – general support, as well as specific to the above buildings/estate o Energy Saving – general support, as well as specific to the above buildings/estate o Biodiversity – general support
Guest Experience – working in collaboration with the Head of Guest Experience by facilitating the planning, developing and implementation of this key focus area for the business including the Guest Experience Programme in-line with the business strategy.
LTA/Fit out’s – supporting the M & E and Project Manager during fit-out’s post approval ensuring the contractors are managed safely and standards within the buildings are maintained.
Other ad-hoc duties as may be required as part of the operations team and/or the overall business
Reporting Relationships: Reporting to: Operations Director Working alongside the Senior Guest Relations Managers, Estate and Guest Relations Manager, Projects and M & E Manager, Property Administrator, Operations Coordinator and Head of Guest Experience Working alongside our Departmental Team Managers and the wider team Liaising with our Guest Experience Manager, Marketing and Communication and PR Managers.
Core competencies: Collaborative Flexible Supportive Solution orientated Innovatively driven Reliable & responsible Self-led by integrity & respect Committed to delivering quality with keen eye for attention to detail Champions unrivalled service excellence Managing Relationships Excellent organisational skills with ability to excel in fast paced challenging environment.
Desirable criteria for role: Previous Building Management Experience BIFM qualification or equivalent IOSH Qualifications or equivalent Understanding of 5* Service Delivery