Guest Experience Manager - #2118143

As Guest/Welcome Experience Manager, you will lead Welcome Teams across our London site, taking full ownership of Welcome Services within an assigned client building.

This strategic and operational leadership role is responsible for ensuring visitors receive a consistently warm, professional and memorable welcome, while colleagues receive the same exceptional level of service. You will lead and develop a high-performing team, build strong relationships with key stakeholders and ensure services are aligned with client expectations and business objectives.

You will create and maintain a client-focused environment that delivers exceptional experiences for visitors, clients and internal stakeholders. The team is responsible for all client-facing areas, including event spaces, meeting rooms, client lounges, reception and meet-and-greet desks, as well as internal office spaces, working collaboratively with wider service provider partners through a One Team approach.

Key Responsibilities

Team Management and Service Delivery

• Lead, manage and develop Welcome Team Leaders and Welcome Teams, including attendance, performance, development and succession planning.
• Lead daily One Team huddles and ensure teams are prepared for all planned activities and events.
• Act as a mentor and coach, supporting individual career development and progression.
• Act as the primary point of contact for client stakeholders and senior leaders regarding welcome-related matters.
• Foster a culture of accountability, collaboration and exceptional service.

Stakeholder Management

• Build and maintain strong relationships with client stakeholders at both local and national levels.
• Liaise with landlords, managing agents and site security providers where required.
• Represent the client's values and culture in all interactions with colleagues, visitors and guests.
• Build strong working relationships with service provider partners to strengthen the collective One Team offering.

Continuous Improvement and Service Excellence

• Continually seek opportunities to enhance the client and visitor experience.
• Ensure Service Level Agreements (SLAs) are maintained and delivered against contractual expectations.
• Identify and implement corrective actions where service issues arise.
• Ensure feedback, comments and complaints are managed effectively and resolved promptly.
• Review and improve processes to ensure they evolve with changing business requirements.
• Promote innovation and identify opportunities to add value across the service.

Operational Management

• Ensure all Standard Operating Procedures (SOPs) are accurate, current and effectively communicated to the team.
• Maintain team awareness and delivery of all key performance indicators (KPIs).
• Oversee mystery shopper programmes and external audit activity.
• Analyse operational performance data and implement improvement plans where required.
• Stay informed of industry best practice and implement improvements where appropriate.
• Conduct regular service inspections across all areas and ensure all checklists and audits are completed.
• Ensure compliance with uniform and presentation standards.

Health, Safety and Environment

• Take responsibility for health and safety compliance across Welcome Services.
• Review, implement and maintain risk assessments.
• Ensure team members receive all required health and safety training and that training records remain up to date.
• Complete contractual health and safety audits and reporting requirements.
• Ensure emergency preparedness procedures are understood and followed by all team members.
• Promote environmental initiatives in line with client and company requirements.

Skills and Experience

• Proven experience leading front-of-house, reception or welcome teams within a corporate, professional services or hospitality environment.
• Strong leadership and people management skills, including recruitment, onboarding, coaching, performance management and succession planning.
• Experience managing welcome services within a large, complex workplace environment.
• Experience overseeing regional or multi-site operations.
• Strong stakeholder management skills with the ability to build credibility at all levels, including with senior leaders.
• Experience developing, maintaining and training teams on Standard Operating Procedures.
• Strong understanding of health and safety requirements, including risk assessments, emergency preparedness and compliance obligations.
• Experience managing service performance through KPIs, audits and customer feedback.
• Knowledge of HR processes and performance management practices.
• Proficiency in Microsoft Office applications.
• Experience using meeting room booking platforms and visitor management systems.
• Excellent written and verbal communication skills, with the ability to deliver clear briefings, presentations and reports.
• A passion for delivering exceptional customer experiences.

Diversity, Equity and Inclusion

We are proud of the progress we have made in building a truly inclusive workplace where equal opportunity is more than a principle, it is a commitment in action.

We recognise that a diverse workforce creates a richer and more innovative working environment, enabling us to deliver outstanding service to our clients. Through our employee-led networks and communities, we actively support and celebrate diversity across our business.

We welcome applications from individuals of all backgrounds and are committed to building a workforce that reflects the communities we serve.

SPS is proud to be a Disability Confident employer. Applicants with a disability who meet the essential requirements of the role will be progressed to the next stage of the recruitment process. Please let us know if you require any reasonable adjustments during the recruitment process.