Customer Experience Host

Customer Experience Host

As Customer Experience Host, you'll be the friendly face and first point of contact for everyone who walks through our doors, whether they're guests, visitors or building occupiers. With a passion for service and a natural flair for hospitality, you'll deliver a warm, professional welcome, ensuring every interaction reflects our commitment to excellence.

In this role, you'll live and breathe our values each day. You'll be enterprising by taking initiative and embracing innovative ways to enhance the occupier experience. You'll collaborate closely with colleagues across the wider building team, working together to create a seamless and supportive environment. As someone who invests in relationships, you'll build trust and rapport with occupiers and guests alike, making them feel valued and at ease.

You'll be an expert in how our space operates; assisting with visitor management, reporting and hosting vibrant community events that brings our space to life. Your eye for data and attention to detail will help ensure that trends are spotted, systems run smoothly, and information is accurate and timely. Most importantly, you'll do what's right, acting with integrity and a strong sense of purpose in everything you do.

This is a site-based role working Monday – Friday, 8am – 4.30pm.

• Ensure the fundamentals of customer services are followed and delivery to the highest standards
• Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the estate.
• Ensure front of house areas are always immaculately presented
• Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
• Identify opportunities to enhance the customer experiences by being innovative and creative
• Support Colliers initiatives to elevate customer experiences (occupier & community engagement, social media and social value)
• Follow Colliers Beyond: Front of House standard operating procedures and guidelines
• Ensure property visitor management processes are strictly followed
• Build professional relationships with clients, occupiers, guests and stakeholders
• Deal with complaints and offer prompt resolutions, escalate where necessary
• Adhere to Colliers H&S protocols
• Data processing and management of databases, ensuring accurate and timely import of information
• Firmly abide by Beyond: Front of House dress code and personal presentation policy
• Own the reception inbox; responding to, resolving, or appropriately escalating queries from occupiers and external parties
• Manage the visitor process end-to-end, including auditing access passes and collaborating with the Security team to ensure access procedures are well maintained
• Support the wider Building Management team with planning, organising, and hosting community events that foster engagement and connection
• Maintain daily awareness of visitors and contractors on site, ensuring safety, compliance, and accurate record-keeping
• Supporting with the maintenance and efficient running of all front of house amenities.

Strong communication and organisational skills

Experience with visitor management and access control systems

MS Office experience including Word, Excel and PowerPoint

Demonstrate the ability to effectively resolve issues with positive outcomes

Able to demonstrate effective contributions within a team environment.