OCCUPIER EXPERIENCE & COMMUNITY MANAGEMENT

• Review, create and deliver a guest journey mapping for each guest type (occupiers, VIP, groups, visitors etc…).
• Formulate and maintain a close working relationship with the occupiers, understanding their needs and interests.
• Introduce wellbeing and sustainability initiatives reflecting the properties vision and values.
• Create onboarding processes and continually develop the welcome pack for the new occupiers.
• Lead the team on site in organizing and delivery of events, pop ups, and other initiatives.
• Maintain open lines of communication between line manager and clients on site.
• Adhere to agreed timescales with respect to implementing any action plans agreed with the client.
• Remain flexible and assist with admin as and when required.
• Support Estate management with ad-hoc duties.
• Complete relevant monthly and quarterly reports for the client delating our services.

VISITOR EXPERIENCE

• Design and review the guest journey mapping every year with the help of your line manager to ensure excellence, innovation and efficiency.
• Ensure the guests’ journey is reviewed regularly to ensure the highest level of service is provided to all guests at all times.
• Ensure a high and consistent level of service is reflected in the independent Mystery Audits.
• Maintain a flexible, “can do” level of service at all times to provide guest and occupiers with a high quality and consistent front of house service and to ensure that the reception areas are a welcoming, clean, safe and secure environment.
• Ensuring that you have an enhanced guest experience in your reception lobbies e.g. Wi-Fi, event calendar, Pop-up and concierge offerings.
• Ensure all sites’ procedures include the importance of enhancing the guest’s experience on site and all Acuity Support Team members trained on site are able to deliver the highest level of service.

SKILLS & EXPERIENCE

• Has held a Team Leader / Supervisory role in a customer service environment.
• Excellent customer care skills.
• Strong leadership skills.
• Has a positive attitude.
• Experience in successfully leading and executing projects.
• Confident communication abilities.
• Strong administration skills.
• Good demonstration of time-management.
• Strong organisation skills.
• Someone who will bring new innovation to the front of house reception facility to improve service and ensure a seamless welcome to all tenants, visitors and guests.

The role of Reception Supervisor is to tailor and deliver an exceptional guest journey and occupier experience in two nearby properties for all the visitors and tenants. You will be the first point of contact for the one Receptionist, visitors and occupiers ensuring a delivery of a tailored and personalised service.
As a Reception Supervisor, you will be expected to be intuitive in your service approach and able to communicate effectively with internal and external clients, adding value to the role and the business with innovative ideas and initiatives.
You will be in the exciting position of creating new partnerships with your local community to add value to the occupier’s experience with sustainability and lifestyle initiatives.
The success of the role relies on building strong relationships with the occupiers, their visitors and other internal stakeholders such as the Estate team, third-party suppliers and weekly FM contractors. The role also requires you to work together with other service providers on site embracing a one team approach. You will lead your team to demonstrate the highest level of service by delivering on brand promise and consistently adding value to our clients, occupiers and internal stakeholders.
In this role you are expected to use your own initiative to continuously improve the service delivery and to motivate and develop the team to ensure the highest levels of customer service are achieved. You would be expected to create a culture of excellence that delivers an exceptional service for our clients and supports the vision and values of the two properties.