Your role as a Guest Experience Manager is to tailor and deliver a five-star customer journey in the building for all the visitors and occupiers.
You will be the first point of contact for all the team members, visitors and occupiers. You are expected to review the customer journey mapping every year with the help of your Line Manager to ensure excellence, innovation and efficiency.
You will be expected to be intuitive in your service approach and able to communicate effectively with internal and external clients adding value to the role and the business with innovative ideas and leads. You'll focus on building strong relationships with the occupiers, their visitors and other internal stakeholders, tenants and contractors.
You will work with other service providers on site embracing a one team approach, particularly the security team. In this role you are expected to use your own initiative to constantly improve the service approach to ensure the highest levels of customer service are achieved. You would be expected to create a culture of excellence that delivers a world class service for our clients and adopts the building vision and values.
Occupier Experience & District Management
- Review or create a customer journey mapping for each customer type (occupiers, VIP, groups, visitors)
- Formulate and maintain a close working relationship with the occupiers.
- Introduce wellbeing and sustainability initiatives reflecting the building vision and values.
- Maintain open lines of communication between line manager and clients on site.
- Adhere to agreed timescales with respect to implementing any action plans agreed with the client.
- To keep record of and plan accordingly for all internal and external bookings and visits
- To act as a fire marshal should the alarm sound and an evacuation ensue.
- Devise, implement and review in a timely manner, all SOPs pertaining to the site (this includes the reception manual which should be reviewed and if required updated, on a monthly basis).
- Train team members on site according to the Standard Operating Procedures and ensuring continuously developing skills and training for each member of the Acuity team (Adopt or Static).
- Be an approachable, visible role model for both existing personnel and new hires of Acuity.
- Act as an advocate/brand ambassador for Acuity and The Client.
- To create a culture where all are inspired to give open authentic direct feedback for the improvement of all aspects of the business.
Skills and Experience needed
- Do you have a proven background in a similar role?
- Are you IT Literate in MS Office Suite (word, excel and outlook)?
‘For nearly 50 years, we’ve played a vital role in helping our customers succeed. Built on strong, long‑standing relationships, our business is powered by people who are deeply connected to the communities where we live and work.
Our purpose guides every action and decision we make, “to proudly create safer and healthier communities today, for tomorrow.” It reflects who we are, what we stand for, and the impact we strive to make every day.
Across our team of 27,000 dedicated professionals from 157 countries, that purpose comes to life through commitment, care, and a shared responsibility to the people we serve—now and for generations to come. 'When you join Bidvest Noonan, you’re joining a team where your work has real impact, where your career can grow, where you belong, and where you help shape a safer, healthier future for us all.’
