Guest Experience Coordinator

Description:

Guest Experience Coordinator Ref: 30451 London

The Opportunity

Representing Macro as a brand ambassador, the Guest Experience Coordinator will work collaboratively with internal stakeholders and supply chain partners to proactively manage the end user experience, bringing to life our purpose, behaviours and values to make the user experience one that exceeds expectations.

You will be energised to work in an evolving fast paced professional business environment, where priorities might change. You will demonstrate the ability to adapt and respond at pace, with an unwavering desire to deliver exceptional and memorable experiences consistently.

The Guest Experience Coordinator will offer stewardship of the new workplace setting with proactive support, education, advice on appropriate workplace etiquette and polite intervention where necessary, to ensure the appropriate workplace behaviours in an agile working environment.

The ideal candidate will have the following experience.

Delivering a consistent level of customer service excellence.

Competent with multiple customer focused tasks (within the front of house lobby on the ground floor, but also at times on the 5th floor reception & the Building Services office).

Carrying out daily activities as scheduled by the Facilities Manager & Assistant Facilities Manager, including but not limited to providing a meet and greet service to all building users, meeting room management, visitor management, access passes and, floor ambassador responsibilities, floor audits inspections, front line support for the Workplace app and stakeholder engagement.

Required to work flexibly in different shifts in line with team holidays and client events.

Required at short notice to undertake the full scope of customer focused tasks in line with client demands and rotated shifts.

Covering a 40-hour work week with shifts between the hours of 07:00- 16:00, 08:00 - 17:00 and 09:00 - 18:00.

Key Responsibilities:

Provide proactive front - line support, advice and guidance to building users to ensure they are using the appropriate technology.

Proactively meet and greet building users in the general lobby area, assisting and directing their needs including the desk booking app, checking information against the database and supporting them in finding their way around the building.

Manage the arrival of guests to the building, including suppliers and 3rd party contractors, informing hosts of their guest’s arrival and following the appropriate entry and security procedures.

Own and be accountable for customer service standards within receptions/lobby areas including the level of service being delivered by cecurity and any temporary staff.

Take responsibility for personal follow up of reactive customer service relating work orders and inquiries from business users.

Oversee and coordinate meeting room bookings and usage and proactively flagging decoration requirements.

Escalate any matters of health and safety concern.

Support emergency evacuations by acting as a Fire Marshals.

Perform other reasonable tasks and duties and provide additional ad-hoc analysis and reporting when requested by line management.

The ideal candidate will have:

SIA Licence is preferred, or a willingness to work towards one will be required.

Excellent verbal and listening skills.

Ability to adapt to situations as they arise and implement the appropriate solution.

Independent thinking in assessing where the customer experience is failing and make an intervention when needed.

Ability to juggle priorities to ensure that the most pressing customer’s need is addressed first.

Personally take ownership of a customer service problem and support the solution through to resolution, giving updates and confirming satisfaction has been achieved.

Macro is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all of the criteria below, please apply as you may still be suitable for this role or another role within our organisation. Should you require any adjustments to assist during the application/hiring process please do make us aware