General Manager

MAPP; Manchester; On-site; GBP 40,000 - 55,000; Full time

Job description

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General Manager

Department: Site - Portfolio

Employment Type: Permanent - Full Time

Location: No. 1 St Michaels (Site)

Compensation: GBP 40,000 - GBP 55,000 / year

Description

MAPP is the UK's leading specialist in commercial property and asset management, with over GBP 30bn+ of property under management for a variety of UK and overseas Fund Managers, REITs and other property owners.

MAPP believes that property management can be a force for good. That's why we make buildings work, not just for profit, but for people and the planet too. MAPP has created V1.0, V2.0, V3.0 and V4.0 framework of Property Management, to help clients and occupiers navigate the new landscape, and to ensure we deliver a fully integrated and holistic approach.

The General Manager (GM) is responsible for overseeing the day-to-day occupier operations of St. Michael's, a 5 star premier commercial building in Manchester, spanning 180,000 square feet.

To provide a five-star hospitality service, the GM will establish, develop, and maintain excellent relationships with tenants to ensure that their operational needs and expectations are met with the highest level of service.

The GM will serve as the key point of contact for all occupiers.

This role also includes managing the front-of-house team, which consists of the Guest Experience Manager, two Guest Experience Hosts, and a Concierge.

Responsible for overseeing standards and key occupier deliverables, along with oversight of occupier amenities to include bookable meeting rooms and presentation suites.

Key Performance Areas

1. Service Delivery
2. Client / Tenant Relationship
3. Reporting and Control
4. Responsiveness and Problem Solving
5. People Management and Development
6. Values and Behaviour

Skills, Knowledge and Values

Skills (People & Technical)

• Excellent organisational skills
• Strong interpersonal skills, capable of communicating across at various levels
• Proactive, flexible attitude to the changes to the company, IT systems and the role
• Lead as service ambassador at MAPP, including understanding that MAPP's image is reflected through a high level of service in engaging with all parties
• Able to use own initiative
• Creating and providing information and training on new changes and building services updates for your FOH team, so everyone is a building expert
• Engage with occupiers including implementation of Customer Experience frameworks for the building to improve occupier satisfaction and retention
• In partnership with the Sustainability Team, develop and implement sustainability action plans
• Working with the Client Leads to understand and work towards the client's objectives and develop strategies for the building meeting service delivery expectations
• Reporting service failures to the MAPP Service Desk/Building Manager and owning their resolution
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures

Values & Behaviour

• Exhibition of MAPP Values: Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
• Self Management including showing initiative, being proactive and meeting deadlines
• Embracing Change including Technology
• Engaging with the Big Picture
• Great service delivery including working in partnership with internal and external individuals
• Achieving Results and Prioritise Work
• Innovative Solutions and Problem Solving
• Developing Self and Others and willing to Learn
• Strong written and verbal communications including report writing

Experience and Salary

Level of Experience / Certifications:

• 3 years experience of working in a similar role
• Hospitality/Retail Management Background
• Effective PC skills, including working knowledge of Microsoft

Working Hours: 9am - 5.30pm Monday - Friday

Salary Range (Based on Experience): GBP 40,000 - GBP 55,000 per annum, depending on experience.