Guest Experience Manager

Pertemps Coventry; Warwick; On-site; GBP 24,000 - 36,000; Full time

Job summary

Pertemps Coventry is seeking a Guest Experience Manager (GXM) for our Reception UK operations. The role centers on delivering a welcoming, professional first point of contact for callers and visitors, and ensuring a high standard of front-of-house service.

You'll manage visitor sign-in, direct attendees, support security and safety compliance, coordinate meeting room bookings, and assist the Office Manager with day-to-day building operations.

Qualifications

• Experience in a similar role or industry.
• Exceptional personal presentation.
• Good health and safety knowledge and day-to-day application.
• Team supervision.
• Liaison with contractors.
• Excellent communication skills (oral and written).
• Used Microsoft Office or other IT platforms.
• Ability to work on own initiative, within a pressurised environment.
• Highly developed organisational skills.
• Good interpersonal skills to sustain relationships with stakeholders.
• Seek opportunities and find solutions to blockers.

Responsibilities

• Provide a welcoming, professional first point of contact to all callers and visitors.
• Answer calls and resolve queries with accurate information.
• Meet and greet visitors and direct to appropriate staff.
• Maintain daily visitor sign-in/out and reception records.
• Keep reception tidy and up-to-date.
• Assist in ordering office supplies and maintaining equipment.
• Support Office Manager in day-to-day building operations.
• Ensure security, safety and compliance in reception.
• Organise meeting rooms and post-event cleanup.
• Offer refreshments to visitors as applicable.
• Monitor health and safety procedures and records.

Skills

Exceptional presentation

Health and safety knowledge

Team supervision

Liaison with contractors

Communication skills

MS Office / IT skills

Organisational skills

Interpersonal skills

Problem solving

Tools

Microsoft Office

Job description

Job Title: Guest Experience Manager (GXM)

Department: Reception UK

Scope and Accountability

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.

Main Responsibilities – Front of House

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.

Control of Services – Reception

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.

Cleaning

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.

Repairs

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.

Building Works

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.

Reporting Responsibility

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

Report any Health and Safety issues to the Security Manager and Building Manager.

All defects within the building need to be logged and reported.

Additional Reporting Requirements

The GXM will ensure familiarity with the following requirements within the property and report accordingly:

• Detail of fire alarm tests/fire drills, etc.
• Breakdown and failure of plant.
• Any items of disrepair at the building, including action taken.
• Movements of equipment/furniture belonging to the landlords or tenants.
• Apparent breaches of covenant by lessees.
• Apparent reduction in staffing levels or changes in behaviour of tenants.
• Any accidents or other incidents.

Tenant Liaison

The GXM will maintain contact with the appropriate management of each tenant and deal with requests, complaints and all other incidents such as emergencies and disruption due to building alterations as they occur. The role demands a firm but diplomatic relationship with tenants at all levels.

Serve as the initial liaison with tenants, client representatives, emergency services, external agencies and members of the public, and assist as necessary.

Create newsletters, arrange pop‑up stalls and monthly events.

Publish monthly social media posts, including pictures of events.

Improvements

The GXM will be expected to keep all services under review and make recommendations and implement improved services whenever these are feasible, considering lease restrictions and budgetary considerations.

Job Guidance

This job description is meant as a guideline only to general areas of responsibility and accountability rather than a detailed description of tasks and activities. Modern organisations need to be flexible and responsive to changing business needs, and role holders should reference their annual objectives to describe areas of key responsibility and accountability.

Profile – Qualifications, Knowledge, Skills, Experience and Competencies

• Experience of working in a similar role or industry
• Exceptional personal presentation
• Good health and safety knowledge and day‑to‑day application
• Team supervision
• Liaison with contractors
• Excellent communication skills (oral and written) – ability to read, understand, apply and communicate written materials, e.g., policies and procedures, fire drill instructions
• Used Microsoft Office or other IT and digital platforms
• Ability to work on own initiative, within a pressurised environment
• Highly developed organisational skills
• Good interpersonal skills to sustain effective relationships and partnership working with all stakeholders
• Seek opportunities and find solutions to blockers