Guest Experience Manager (GXM)

Job Advert

Role

Guest Experience Manager (GXM)

Location

Central London (Holborn)

Department

Reception UK

Job type

Permanent

Salary

£13.85 per hour

Hours

45 hours per week

Pattern of work

Monday to Friday (08:00 - 17:00)

Closing Date

22/02/2026

Job ID

803

We are looking for a proactive, polished, and personable Guest Experience Manager to lead the Front of House experience. You’ll be

the sole ambassador of the building, setting the tone for a premium and professional space.

We are seeking an exceptional Guest Experience Manager to deliver a first-class, hospitality-led experience within a prestigious

corporate office.

As the key Front of House professional, you will create outstanding first impressions, manage daily reception operations and build

strong, trusted relationships with tenants, clients and stakeholders.

Who we are

Reception UK (RUK) is an established reception and concierge service; we take great pride in being known for our attention to

details and service excellence. Our vision is to create a reception/concierge service that’s unique, bespoke and tailored to our

clients’ requirements with a focus on superb customer service.

Main Responsibilities - Front of House

As the key Front of House resource, the GXM will provide a welcoming, helpful and professional first point of contact to all

callers and visitors-First impressions are extremely important.

Provide a high-quality service that ensures that a positive impression is given whilst remaining proactive when faced with

problems or queries.

Answering all incoming telephone calls and resolving queries ensuring accurate, comprehensive, and relevant information is

provided. Ensure all callers feel valued and prioritised and where colleagues are not available or point of reference not clear,

take messages and provide a follow up.

Meet and greet all visitors to the building (colleagues, managers, tenants, landlord representatives and members of the public),

providing a friendly, efficient, timely, professional, and welcoming environment. Direct to appropriate facilities or staff

member as required.

Ensure the daily list of visitors is kept in reception and that all visitors sign in and out of the building.

Key management procedures must be adhered to.

Keep the reception area well presented, tidy and uncluttered, ensuring the reception administration is up to date.

Monitoring and ordering office supplies and maintaining office equipment in the reception area.

Assist the Office Manager in the day-to-day running of the building to deliver operational activities in line with agreed service

levels/management agreements, associated legislation and compliance.

A clear focus will be applied to general management of the building, security, safety, compliance and managing contractors.

Contractors- Oversee any works that may take place, inspect and report back to FM once works are completed, ensuring tenants are

updated on client’s request.

Monthly newsletters are to be agreed with client, ensuring they are informative, fun, interactive and elevates tenant liaison.

Know your area- restaurants, pubs, nearest station with directions and any local areas of interest.

Provide discounts with local amenities for tenants.

Minimum 2 x pop up stalls to be arranged for reception area per month.

Shift times would change to 07:00-13:00 when Reception manager is away on annual leave, training etc

CONTROL OF SERVICES

RECEPTION

The GXM will assist with ensuring that Health and Safety procedures are strictly adhered to and maintain and produce up to date

Health and Safety records, e.g. near misses, accidents, incidents, observations.

Ensure all visitors are directed to their correct destinations within the building after signing them in.

Assist security with key registering, recording incidents and any additional reporting required including police liaison when

necessary.

Manage the visitor fobs efficiently and report missing ones to the necessary Manager.

Manage key fobs – create access cards and delete as needed.

To conduct regular check calls with control in accordance with the site assignment instructions.

Always have a positive attitude and friendly persona.

CLEANING

Report cleaning faults and issues to the on-site cleaning staff.

Ensure the buildings cleaning specifications are followed and all work is carried out to the standards expected.

Advise the Office Manager of any areas of concern with the on-site cleaning team.

REPAIRS

Notify the maintenance team and Office Manager of any repairs that are required in the building.

Keep a record of all reported faults in the building and what procedures have been taken.

BUILDING WORKS

Prior notification must be given to allow contractors access along with identity of building contractors on site and description

of works being carried out.

Liaise with onsite building contractors to ensure minimum disruption to the tenants - work with the security team.

Report and record any noticeable/reported damage to the premises together with any anticipated problems along with what procedures

have been taken.

Ensure that any contractors working directly for tenants adhere to the regulations governing the common part areas.

Oversee general maintenance of the site, ensuring common areas and grounds are kept to the required standard while working with

contractors.

To monitor and control contractors working on-site in accordance with client instructions.

Add entries to the electronic daily log to ensure you provide a comprehensive handover to the security teams at the end of each

shift.

REPORTING RESPONSIBILITY

Report on all staff matters including training, discipline, absence and non-performance of contractors.

Report any Health and Safety issues to the FM.

All defects within the building need to be logged and reported.

The GXM will ensure that they are familiar with the following requirements within the property and report accordingly

Detail of Fire alarms tests/fire drills etc.

Breakdown and failure of plant.

Any items of disrepair at the building including action taken.

Movements of equipment/furniture belonging to the Landlords or tenants.

Apparent breaches of covenant by lessees.

Apparent reduction in staffing levels or changes in behaviour of tenants.

Any accidents or other incidents.

Meter readings

TENANT LIAISON

The GXM will be required to maintain contact with the appropriate Management of each tenant and deal with requests, complaints and

all other incidents such as emergencies and disruption due to building alterations as they occur. The importance of a firm but

diplomatic relationship with tenants at all levels is needed.

To be the initial liaison with tenants, client representatives, emergency services, external agencies and members of the public

and assist as necessary.

To create newsletters, arrange pop up stalls and monthly events.

Monthly social media posts including pictures of events.

IMPROVEMENTS

The GXM will be expected to keep all services under review and make recommendations and implement improved services whenever these

are feasible having regard to lease restrictions and budgetary considerations.

This Job description is meant as a guideline only as to general areas of responsibility and accountability rather than a detailed

description of tasks and activities. Modern organisations need to be flexible and responsive to changing business needs and role

holders should reference their annual objectives to describe areas of key responsibility and accountability.

Profile

Qualifications, knowledge, skills, experience and competencies

* Experience of working in a similar role or industry

* Exceptional personal presentation

* Good health and safety knowledge and day to day application

* Team supervision

* Liaison with contractors

* Excellent communication skills (oral and written) - Ability to read, understand, apply and communicate written materials, e.g.

policies and procedures, fire drill instructions.

* Used Microsoft office or other IT and digital platforms.

* Ability to work on own initiative, within a pressurised environment.

* Highly developed organisational skills

* Good Interpersonal skills to sustain effective relationships and partnership working with all stakeholders.

* Seek opportunities and finds solutions to blockers.

Employee Benefits

RUK takes pride in offering benefits that promote health and wellbeing.

* Ride to Work Scheme

* Retail discounted shopping

* Employee Assistance Programme

* Credit Union

* Long Service Rewards

* Employee of the Month/Year

We are an equal opportunities employer; we encourage applications from a diverse range of individuals. We believe that a diverse

talented workforce nurtures excellence and makes us a great place to work, where individuality and inclusivity are celebrated.

We reserve the right to withdraw the advert earlier than the advertised closing date if we receive too many applications.