Visitor Experience Manager

Baillie Gifford; City of Edinburgh; On-site; GBP 28,000 - 42,000; Full time

Job summary

A leading financial services firm in Edinburgh seeks a Visitor Experience Manager to oversee reception and visitor services. This role requires a hands-on leader who can inspire a team, manage operations effectively, and enhance the overall visitor experience. Key responsibilities involve team management, client service development, and process improvement. Ideal candidates will have prior experience in corporate reception or high-standard hospitality environments.

Qualifications

• Previous experience managing reception/front-of-house services in a corporate environment or a 4/5-star hotel.
• Demonstrate adapting and improving ways of working through business understanding and insight analysis.
• Previous experience in a people-management role is essential.
• Working knowledge of eptura, condeco or other room-booking systems (preferred).

Responsibilities

• Manage Team Operations, Recruitment and Performance Development.
• Hold regular team meetings to communicate targets.
• Prepare information for senior management on team performance.
• Develop and evolve client services.
• Provide final sign-off for hospitality or event requests.
• Act as a positive ambassador for the business.
• Use client insights to improve service.
• Streamline processes through technical systems.
• Act as a liaison point for the Visitor Experience area.
• Act as a liaison point for the Visitor Experience area, participating in morning briefings and rotating as a Duty Manager.

Skills

Team Management

Communication

Customer Service

Relationship Building

Tools

eptura

Condeco

Job description

Visitor Experience Manager

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The Visitor Experience Manager's role is to provide the Firm with professional, efficient, and cost-effective reception and visitor services.

Responsible for managing the provision of reception and associated services and ensuring the development and progression of the team members, for which they are responsible.

Responsibilities

• Manage Team Operations, Recruitment and Performance Development. Set objectives, oversee daily reception operations, assess employee performance, identify training needs, recognise staff potential, and conduct 1‑1 check‑ins.
• Hold regular team meetings to communicate targets and standards.
• Prepare or present information to senior management detailing team performance, activity and plans when required.
• Develop and evolve client services, recommending and implementing regular adjustments.
• Provide final sign‑off for any catering, hospitality or event requests.
• Act as a positive ambassador for the business and promote Baillie Gifford’s shared beliefs.
• Use client insights and feedback to identify opportunities to improve service and visitor experience.
• Be the voice of our clients, owning the client journey to improve the visitor experience, feedback mechanisms and team performance.
• Streamline team processes and service delivery through technical systems and system enhancements.
• Act as a liaison point for the Visitor Experience area, participating in morning briefings and rotating as a ‘Duty Manager’.

Your Knowledge and Experience

• Previous experience managing reception/front‑of‑house services in a corporate environment or a 4/5‑star hotel (essential).
• Demonstrate adapting and improving ways of working through business understanding and insight analysis.
• Previous experience in a people‑management role (essential).
• Working knowledge of eptura, condeco or other room‑booking systems (preferred).

The Type of Candidate that We’re Looking For

We are looking for a Visitor Experience Manager who can inspire and motivate their team, retain a hands‑on approach to operations, and deliver the highest standards of customer service. A natural leader and communicator, you inspire and develop teams through strong, trust‑based relationships and passion for exceptional guest experiences and continuous improvement.

Critical Skills (not limited to)

• Nurture relationships
• Enabling others

Closing Date

October 31, 2025

At Baillie Gifford we are committed to fostering an inclusive and respectful culture in which each of our colleagues can thrive and develop. We believe that our clients are best served by a diverse workforce with the experiences, ideas and perspectives that this brings.