CHISWICK PARK ENJOY-WORK

ACCOUNTABILITY PROFILE –GUEST& VISITOR EXPERIENCE ASSISTANT

JOB TITLE: Guest & Visitor Experience Assistant

DEPARTMENT:Guest Experience

PROFILE DATE:March 2018

JOB TYPE:Full Time, 40 hours a week

Job purpose:
As a key point of contact for our visitors and guests making contact with Chiswick Park Enjoy-Work, the Guest & Visitor Experience Assistant will ensure the consistent delivery of excellent service, via phone, email and in person. Working as part of the Guest Experience Team, the Guest & Visitor Experience Assistant is responsible for the day to day delivery of our Making Life Easier Programme (services) and for the guest journey experience for those who book on activities as part of the Events, Sports & Learning Programme. They will ensure the Guest & Visitor Experience that is offered is in line with our overall Mission, Vision, Values and Objectives.

Key accountabilities:

Reception / Visitor Experience – Day to day management of the Building 3 reception, leading on the guests/ visitor journey and taking ownership of all enquiries and email channels; fielding enquiries/ directing them accordingly. Ensure the welcome area is consistently neat, tidy, and on brand and meet and greet all visitors, ensuring they are assisted and looked after whilst visiting our offices

Initiatives / Guest Experience –Lead on the guest experience journey for all booked activities (events, learning, services, clubs) ensuring they are as smooth and accurate as possible, acting as the point person for any enquiries, cancellations, or changes

  • Making Life Easier Services: - Manage the day to day delivery of the services hosted by Enjoy-Work, ensuring service providers are hosted, communicated with and supported and
  • What’s On Programme - Manage the day to day delivery of the Learning Programme, ensuring tutors are hosted, communicated with and supported
  • Work in partnership with the Guest Experience Manager and/or Co-ordinator to manage supplier relationships, agreements, negotiations, and programme development
  • Be an active member of the Guest Experience team, supporting with the idea development and research needed to deliver the events

Work closely with the Guest Experience Manager and Co-ordinator to support duties related to pre, during, or post programme delivery

Manage the meeting rooms effectively and efficiently so that meetings can take place without delay and with all necessary equipment/ refreshments available

Support the Marketing Manager and PR & Community Manager where relevant/ necessary

Be ready to support the wider business with day-to-day duties relevant to the role & business needs

Reporting Relationships:

Reporting to: Guest Experience Manager

Working closely with the Guest Experience Co-ordinator

Working alongside our Marketing & Communications Team

Liaising with our Property Administrators and PA to CEO

Core competencies:

Collaborative

Flexible

Supportive

Solution orientated

Innovatively driven

Reliable & responsible

Self-led by integrity & respect

Committed to delivering quality with keen eye for attention to detail

Champions unrivalled service excellence

Managing Relationships

Excellent organisational skills with ability to excel in fast paced challenging environment.

Desirable criteria for role:

Organisational skills and multi-tasking

An understanding/ experience of the importance of service

Proficient IT skills and use of Outlook, PowerPoint, Excel, and Word

A keen eye for detail and ability to measure, report, and identify data trends.

Apply to:

Apply By: Thursday 29thMarch 2018

GUEST & VISITOR EXPERIENCE ASSISTANT Job Description: March 2018