Guest Experience Manager

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  • Job Reference: PR/000796
  • Job Title: Guest Experience Manager
  • Location: West End of London
  • Basic Salary Range: £40,000 per annum + Benefits
  • Job Type: Permanent
  • Posted 2 years ago
  • This position has been filled

Our client, a leading facilities management company, are looking for a Guest Experience Manager for one of their well-known tourist attractions.

This post holder will be responsible for the engagement with internal and external stakeholders, liaison with client, Ops Manager and Heads of department to ensure a structured and documented approach to stakeholder management. The post holder will support the client’s business strategy and add value at every opportunity.

Role and Responsibilities

  • Development and successful delivery of stakeholder engagement plans in accordance with the overarching stakeholder engagement strategy
  • Manage stakeholder expectation, prepare communications and respond to stakeholder enquiries
  • Seek out opportunities to innovate and drive service delivery beyond expectations
  • Attend client-facing meetings, collaborative planning workshops and report on progress
  • Manage a P&L account of circa £1m, track expenditure and complete reconciliations
  • Ensure the Management team deliver their core duties in accordance with expectations
  • Actively manage the wellbeing and Corporate Social Responsibilities set out by IFM and the client
  • Support the client with the procurement of new traders and acts
  • Work with Heads of Department to ensure all physical and aesthetical aspects of the estate are maintained to a high standard
  • Develop relationships with external stakeholders and contracts of a similar type to support the wider commercial understanding

Experience and Skills Required

  • Significant experience of managing engagement with one or more of the stakeholder cohort referred to above and statutory bodies on major high-profile public-sector infrastructure or regeneration projects
  • Appreciation of the infrastructure-related political environment
  • Experience in developing and successfully implementing stakeholder engagement plans
  • A clear understanding of issues pertaining to project development and preferably familiarity with the requirements of authorisation processes such as Development Consent Orders, TWA applications or other relevant consenting processes
  • Proven ability to work and multi-task under pressure, respond quickly to changing situations in complex project environments, prepare responses/narrative quickly and clearly and use personal initiative
  • Good interpersonal and networking skills, highly articulate team player
  • Strong project management and people management skills
  • High degree of accuracy in executing work
  • Ability to schedule work and deliver to tight deadlines
  • Broader project communications experience and skills desirable

As the ideal candidate you will have a ‘people management’ background, transferable skills and relevant experience i.e. hospitality, events, traders/concessions.

Sound like the role for you? We look forward to receiving your application soon.

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