Workplace Experience Manager - Hospitality Lead

Talent Solution Partners; London; On-site; GBP 100,000 - 125,000; Full time

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

19th March, 2025

Workplace Experience Manager - Hospitality EMEA

Working across a prestigious financial account for a globally recognised FM provider based in London. The successful candidate will manage the integration between property management and hospitality services on behalf of the client, ensuring a superior client experience.

Facilities

• Oversight of office spaces as well as users' journey and experience across the building
• Working closely with client On Site Solutions senior stakeholders
• Point of escalation for operational issues across campus both UK and rest of EMEA
• Manage/ support implementation of agreed initiatives to ensure that the goal is achieved to specification, timescale, and budget
• Support teams in the management of Hospitality vendors across EMEA using KPIs and industry knowledge
• Support new site transitions including onboarding of hospitality vendors where needed
• Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations
• Develop and manage client On Site Solutions service delivery, maintaining operational and commercial compliance in accordance with client and FM expectations
• Continually seek to improve client satisfaction, demonstrated through approved key performance indicators and maintaining current performance levels in an ever-changing business environment
• Demonstrate sound understanding of current legislation, environmental and quality related issues, including sustainability and its impact on energy
• Closely work across all client On Site Solutions service lines in a collaborative manner
• Provide problem solving solutions to client team
• Create and maintain strong and positive relationships across all client On Site Solutions service lines
• Support to EMEA sites as needed
• Raise, review and approval of permits

Building Users' Experience & Engagement

• Communication across all building's users and senior on-floor stakeholders on all client On Site Solutions activities taking place that have a business impact
• Users' engagement and support across all divisional spaces
• To actively support and facilitate divisional initiatives as needed and requested
• Point of escalation for the building's occupants with any client On Site Solutions operational queries/issues (PTC, London)

Vendors & Contractors Management

• Vendors support from a client On Site Solutions perspective of ad hoc services available.
• Facilitating/ managing vendors/ contractors' access to PTC
• Client One Site Solutions (OSS) support for ad hoc requests
• Management of vendors/ contractors (and budgets) in line with client service delivery expectations
• Oversee outputs from vendor working to improve and manage the end-to-end process, agree formal service levels, review the Visitor journey / experience

Events & VIP Visits

• Management of requests for FM service delivery for events taking place in PTC
• Encourage collaboration and cooperation across all vendors/ teams
• Coordinating necessary FM & Engineering activities with operational/ management teams to ensure effective 'joined up' delivery of services
• Requesting quotes, managing, and gaining approvals for ad hoc FM and Engineering services that entail costs
• Raising FM POs according to costs occurred and tracking to budget
• Closely work with hospitality and events teams to resolve any operational FM/ Engineering issues across conference centre and hospitality spaces
• Collaborating with hospitality/ events team on building new processes and procedures spanning across all vendors/ spaces

Workplace Strategies & Team Management

• Actively driving projects from inception to final delivery ensuring an experience project is delivered to its full potential
• Managing the team's budget and working with the finance team to ensure compliance and saving opportunities
• Identify gaps and implementation of new procedures/ protocols across spaces - add to other
• Oversight and point of escalation for any divisional workspace query or issues arising within these spaces
• Provide support and facilitate Real Estate ad hoc requests across workspaces
• Leadership and management of the One Site Solutions team