Estate Guest Relations Manager - £35,000pa

Estates Guest Relations Manager – Surrey - £35,000pa

My client is looking for Estate Guest Relations Manager to join there rapidly expending team. This role will see you overseeing day to day running of the Estate, which is about to undergo significant refurbishment works, this will need careful consideration and occupier management during the works. Once completed the Estate will require a high level of occupier management as well as managing on site teams and event management.

The Role

• The development and delivery of an exceptional customer focused service to occupiers.
• Establish a rapport with occupiers maintaining excellent customer relationships.
• Defining and maintaining service levels & working closely with the security and refurbishment contractors to ensure perfect synergy to maintain both the Front of House standards, security and construction procedures.
• Handle all occupier enquiries in a courteous and efficient manner and report any complaints or problems to the property Surveyor especially if no immediate solution can be found and assure follow up with the occupiers.
• Taking responsibility for the Health, Safety and Compliance Standards at site level
• Building Services compliance and other Statutory Testing
• Excellent problem resolution skills along with outstanding communication and active listening skills
• Organising/hosting Community events
• The management and administration of the service budgets and accounts for the Estate
• The management of the long term planned preventative maintenance plan - manage contractors to ensure PPM works and reactive maintenance is carried out in line with company policies and procedures.
• The management of all Purchase Orders and Invoices
• Maintaining working relationships with supply chain partners regarding Service Quality, Health and Safety & Compliance on the site.
• Work closely with surveying colleagues and central support functions to ensure client strategy i s executed.
• Working closely with the team to ensure cost recovery and central budgets and effectively manage.
• Compliance with Health, Safety and Environmental legislation including ISO 14001 and ISO 45001
• 3rd party contractor management.

Key Skills

• FOH Experience / Customer services background
• IOSH essential, NEBOSH desirable
• Riskwise (H&S compliance systems) CAFM systems
• Management of Tenant fit out/warranty works
• Excellent organisational skills and strong interpersonal skills, capable of communicating at various levels
• Effective PC skills, including working knowledge of Microsoft and Google packages
• Excellent communication, in person, on the phone and in email
• Able to actively build and develop relationships internally and externally
• Able to prioritise and organise workload
• Display integrity at all times
• Desire to learn new systems & methods or working
• Riskwise (H&S compliance systems) CAFM systems
• Experience of working in a similar role. Event management experience would be desirable
• IOSH and NEBOSH desirable