Guest Experience Manager

TN United Kingdom; Manchester; On-site; GBP 31,000 - 35,000; Full time

Job summary

Join an established industry player as a Guest Experience Manager in Manchester, where you will enhance the vibrancy of the building while leading a dedicated team. This full-time role offers an exciting opportunity to shape guest experiences and contribute to a positive community atmosphere. With a commitment to service excellence and personal growth, you will thrive in a supportive environment that values creativity and proactive engagement. If you are passionate about delivering outstanding service and embodying core values of authenticity and accountability, this role is perfect for you.

Qualifications

• Proven experience in guest experience or front-of-house roles.
• Ability to lead and develop a team effectively.

Responsibilities

• Support Senior Building Manager in service delivery.
• Lead a team to ensure high standards and occupant engagement.

Skills

Organizational Skills

Interpersonal Skills

Communication Skills

Leadership

Problem-Solving

Training Abilities

Compliance Management

Education

Relevant Experience

Tools

Microsoft Office Suite

Riskwise

Job description

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MAPP is the UK’s leading specialist in commercial property and asset management, with over £30bn+ of property under management for a variety of UK and overseas Fund Managers, REITs, and other property owners.

MAPP believes that property management can be a force for good. That’s why we make buildings work, not just for profit, but for people and the planet too. MAPP has created V1.0, V2.0, V3.0, and V4.0 frameworks of Property Management to help clients and occupiers navigate the new landscape and ensure a fully integrated and holistic approach.

Most job descriptions read like a recipe without a clear picture of what the final product looks like. We want to give you a picture of who we are and the role we are looking to fill. If this position excites you and you think you could make a difference at MAPP, do apply, even if you don’t satisfy every criterion. We seek people who are passionate, value-driven, and eager to add value in a rewarding environment.

At MAPP, we aim to make the real estate industry a welcoming and inclusive career path. We are proud of our progress and continuously work to ensure the best people, regardless of gender, ethnicity, sexuality, nationality, background, or neurodiversity, can excel at MAPP.

Our values—Avoid Ambiguity, Appreciative, Adventurous, Authentic, and Accountable—guide our actions. Being a B Corp, we emphasize learning, growth, and challenging ourselves. As we grow, we promote about 10% of our office-based roles annually. We foster a fun, connected community through events, charity days, fundraising, and professional development opportunities.

This role offers a chance to be part of our unique approach to property management. We value great character—those who embody our values and contribute positively. If that’s you, we look forward to meeting you!

Title, Team, and Role Summary

Title: Guest Experience Manager

Team: Site - No. 1 St. Michaels

Reporting To: Senior Building Manager

Role Summary / Purpose and Scope:

As a front-of-house role, you will give the building personality and vibrancy, supporting the Senior Building Manager and Operations Manager in service delivery. You will lead a team of one Guest Experience Host, ensuring industry-leading standards, development, and occupant engagement.

Working Hours: Full-time, 40 hours/week, Monday to Friday, 8am - 5pm, with a 1-hour lunch break. Flexibility may be required.

Skills, Knowledge, and Values

Skills (People & Technical):

• Excellent organizational skills
• Strong interpersonal and communication skills
• Proactive and adaptable attitude
• Leadership in service excellence and team development
• Initiative and innovative problem-solving
• Training and information sharing abilities
• Reporting and compliance management

Values & Behaviour:

• Exhibition of MAPP Values: Avoid Ambiguity, Appreciative, Adventurous, Authentic, and Accountable
• Self-management and proactive approach
• Big picture engagement
• Excellent service delivery and partnership skills
• Results-oriented and prioritization skills
• Creativity and continuous learning
• Effective interpersonal and written communication skills

Experience and Salary

Experience / Certifications:

• Relevant experience in a similar role
• Experience with Riskwise and Microsoft Office Suite (preferred)
• Team management experience

Salary Range: £31,000 - £35,000 per annum, depending on experience.