Guest Services Manager

Role Overview & Responsibilities

Role: Guest Services Manager

Location: On-Site (Liverpool Street Station/Moorgate Station)

Reporting to: Account Manager

Weekly Hours: 40 Hours

Salary: £38.000-£40.000

Summary of the role:

We are looking for a dynamic customer service leader to develop, lead and motivate a team of DayMaker receptionists. Overseeing the service delivery that creates an outstanding experience for our client and their colleagues in the west end of London.

Who is On Verve?

We bring a fresh approach to the guest services sector by providing service with enthusiasm through our dedicated team of DayMakers. Our solutions have been designed for both Guests and Employees and incorporate the latest workplace trends. Our core ethos is to be the ‘makers of someone’s day’.

Main Duties:

• Key point of contact for the On Verve and Client Teams on site
• Oversee all functions including office support and events management
• Completing all people management and reporting including Payroll, Recruitment, HR etc.
• Manage client/ partner relationships and enhance customer service at every opportunity.
• To maintain a high standard of customer care and be the daily point of contact for all relevant stakeholders
• Completing on-site audits
• Manage and meet contractual KPIs
• Complete all reporting and finance requirements
• Supporting project decisions

· Work closely with the Leadership Team to nurture and evolve the company’s people-first culture as they continue to grow

· Develop and implement Standard Operating Processes

Qualifications:

• Experience within the Guest Services
• Experience in managing and developing a team

· Strong stakeholder management skills and ability to build solid relationships and collaborate across the business and partners

• Excellent customer service Skills

· Confident decision maker who is able to own projects and work independently to make things happen

· Exceptional written and oral communication

• Good Interpersonal/people skills
• Strong Leadership and Management Skills
• Displays a strong track record in leading a team to deliver a seamless and memorable customer experience
• Excellent time management skills
• Strong Health, Safety and environmental skills
• Enjoys change
• Ability to work under pressure whilst remaining calm, clear thinking and able to deliver the required services to the client within given time constraints.

What will happen next?

· If we feel you have the relevant skills for the role, we will arrange a culture chat, which is a two-way conversation and could lead to an interview if you can demonstrate verve.

· Being passionate about personality means we are dedicated to attracting and retaining enthusiastic and talented DayMakers aka team members from a range of backgrounds and we encourage equal opportunities for all.

Find out more: www.on-verve.comor follow us: Twitter @On_Verve / Instagram @weareonverve

Job Types: Full-time, Permanent

Salary: £35,000.00-£40,000.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday
• Overtime

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Expected start date: 09/05/2023