Job Description

Overall Purpose

The Guest Experience and Events Manager will drive the smooth running of operations in this

events-focused, prestigious building. You will be accountable for maintaining exceptional front-ofhouse standards, ensuring every visitor receives a professional, warm, and engaging welcome. This

role involves leading and supporting the FOH team, overseeing administrative, operational, and

financial responsibilities, and organising both routine activities and major events with precision and

excellence.

Duties and Responsibilities

In this role, you will ensure front-of-house operations consistently meet the highest standards. You will manage the reception and lobby areas, creating an inviting and efficient environment for all guests. Responsibilities include guiding and developing the FOH team, managing operational and administrative tasks, and coordinating a variety of events, from day-to-day activities to signature occasions, ensuring they run seamlessly and meet all organisational objectives.

Key Responsibilities

:

Front-of-House Excellence

:

o Oversee the reception area and ensure operational excellence across all FOH functions.

o Deliver a consistently professional, warm, and high-quality guest experience.

o Ensure all FOH areas are maintained to the highest standards, liaising with cleaners, facilities, security, and other departments as required.

o Review and implement best practices, continually improving FOH service delivery and guest satisfaction.

Team Leadership & Development

:

o Lead, manage, and develop the FOH team, fostering a culture of excellence and professionalism.

o Produce and manage staff rotas, checking planned absences and coordinating cover with management.

o Oversee recruitment, onboarding, training, and ongoing development of FOH staff.

Events & Community Engagement

:

o Plan, coordinate, and deliver a wide range of events, pop-ups, and initiatives aligned with the building's annual events calendar.

o Ensure all events comply strictly with ESG (Environmental, Social, and Governance) standards and Fitwel requirements, maintaining sustainability, wellbeing, and safety best practices.

o Lead social responsibility, charity, and donation activities to enhance the building's profile and community engagement.

Operational & Administrative Duties

:

o Collate and deliver accurate reports to the client and senior management in a timely manner.

o Oversee budgets, accounts, and financial reporting related to FOH and events.

o Manage payroll, staff schedules, and ensure efficient workforce planning.

o Maintain building VMS and electronic pass systems and ensure the upkeep of client facing areas, including fault reporting and helpdesk coordination.

o Confidently attend daily management meetings and one-to-one occupier meetings, representing FOH and building operations professionally.

o Manage and promote the implementation of software systems, upgrades, and process improvements.

o Attend and take minutes at management meetings as required.

o Undertake any other duties necessary to support the client, customers, colleagues, and St James.

Knowledge, Skills, and Attributes

:

Demonstrable experience delivering exceptional FOH and guest experiences. Strong leadership and team management experience in a corporate or similar environment. Experience in finance, accounts, budgets, payroll, Rota scheduling, and operational

administration.

Excellent written and verbal communication skills in English. Exceptional attention to detail and commitment to high standards. Highly organised, proactive, and self-motivated with the ability to manage multiple

priorities.

Able to reprioritise tasks at short notice and effectively multitask in a fast-paced

environment.

Comfortable working in a high profile, highly visible environment with a professional and

approachable manner