Hospitality Experience Manager

Description

• Responsible for overall content/engagement (events, activities, amenities, social media) plans for properties across the Beyond portfolio.
• Creating bespoke site plans and executing community, customer & social value engagement initiatives to elevate all customer interactions and build strong and loyal relationships.
• Actively contribute towards ESG targets geared towards transforming the Beyond Portfolio for sound environmental performance and wellbeing.
• You preempt the work required ensuring you are always delivering high levels of service.
• You actively listen and interpret key information from and to clients, customers, colleagues, and service partners.
• Maintain and up to date beyond service overview file
• Conducting monthly documented 121s with each onsite team member, ensure all CX managers attend to discuss the engagement plans, social value data, success stories, feedback.
• Maintaining and producing CX specified reports (pre and post engagement plans execution data), illustrating operational statistics/data etc.
• Responsible for managing the Beyond direct recruitment process (job adverts, phone screening, interviews etc)
• Ensure all SOPs are signed and sent back for approval.
• Design and carry out occupier and guest satisfaction surveys, as well as mystery shopper audits.
• You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests, and stakeholders.
• You continuously look to improve the quality of your work and ensure quality control.
• Mapping customer journeys in order to identify CX enhancement opportunities
• Ensure any new beyond assets are mobilized as per the standards
• Carry out CX assessments at each property as specified
• Launch & maintain property social media handles, create a social media content planner for each asset.
• You will create a positive and collaborative working environment.
• Recording and reporting success stories/case studies
• Building a strong supplier database for occupier & community engagement events/activities
• You will communicate to provide required information as well as offer prompt resolutions.
• Design and maintain the CX Team Channel content
• Research and source products and services as per business/client needs, submit costs proposals – managing expectations.
• You actively request, take on board and action any feedback to develop, as well as provide positive and constructive feedback to CX team.
• You are involved in the Balance in Business initiatives for the organization and promote a culture of inclusivity free of bias, calling out inappropriate behaviours and conduct.
• Carry out walk arounds and inspections as appropriate when visiting sites, personally engaging with the customers.
• Identify and propose new initiatives to enhance CX
• You represent Colliers in community groups at internal and external events and look at how your CX team can have an impact to the wider internal and external community.
• Ensure all CX managers draft a monthly social media report, review, and evaluate the quality assurance of the content.
• Track, oversee and optimise all customer interactions across beyond assets to build strong relationships with all stakeholders (internal & external).
• Make arrangements/book - travel, accommodation, F&B, meeting rooms etc as requested
• Vlogs/Blogs – deliver vlogs and blogs as specified
• Digital Marketing: Carry out any marketing tasks and produce digital content design as required –newsletters, proposals, MS office & canva, infographics – brand alignment
• Lead by example and demonstrate best practices for all Beyond teams to follow and adhere.
• Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans.
• You can tailor your message to different stakeholders to ensure that the correct message is received.
• Regularly meet CX Managers on-site, especially on key event days to ensure the highest quality of service is delivered, interact, and engage with occupiers, guests etc.

Requirements

• You are results and impact focused and go the extra mile to deliver the best CX.
• At least 1 year of experience managing digital campaigns and events, with a grasp of social media platforms and community engagement.
• You have strong trusting relationships and promote a culture of information sharing and cross working relationships.
• You are aware and can identify where professional conduct and integrity should be challenged, and act as a role model and advocate Colliers values.
• You are confidently able to execute Beyond: Front of House department’s onsite succession plan.
• Ability to produce detailed CX reports.
• Be flexible and open minded to positively adapt to any reasonable changes to your role proposed by your line manager and/or the Client.
• You demonstrate excellent organizational and time management skills.
• Commercial Acumen – Market conditions + expectations + product/service + cost
• You display creative and innovative thinking to deliver best in class CX.
• Possess excellent oral and written communication skills.
• Achieving the highest occupier satisfaction ratings for beyond services.
• You have an excellent change management mindset.
• You demonstrate and role model the key behaviours of service excellence.
• You seek out and attend relevant personal and professional development such as training courses, new projects, and assignments.
• You manage and exceed expectations by prioritising tasks.
• Hospitality/events & digital marketing experience essential
• Minimum of 2 years' experience in a Front of House Manager role within a hospitality or guest-facing environment.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance