Visitor Experience Manager

2 weeks ago

Edinburgh, Edinburgh, United Kingdom Baillie Gifford Full time £45,000 - £55,000 per year

The Visitor Experience Manager's role is to provide the Firm with professional, efficient, and cost-effective reception and visitor services.

Responsible for managing the provision of reception and associated services and ensuring the development and progression of the team members, for which they are responsible.

Responsibilities

The role of Visitor Experience Manager is fast-paced and varied. You can expect to be responsible for the following activities, not restricted to:

  • Manage Team Operations, Recruitment, and Performance Development. Set objectives and oversee the daily operations of the reception, including assessing employee performance, identifying training needs, recognising staff potential, and conducting 1-1 check-ins to ensure proper documentation and development plans are in place. Additionally, managing the recruitment and selection process to ensure standards are met.
  • Hold team meetings on a regular basis to communicate targets, standards required and company and client information.
  • Prepare or present information to senior management detailing team performance, activity and plans whenever required.
  • Develop and evolve all client services, ensuring regular adjustments and improvements are both recommended and implemented.
  • Provide final sign-off for any Catering, Hospitality or Event requests that may come through the Hospitality coordinator.
  • Act as a positive ambassador for the business and exhibit and promote Baillie Gifford's shared beliefs.
  • Understand, review, and effectively use insights and client feedback to identify opportunities to improve service and visitor experience.
  • Be the voice of our clients and take ownership of the client journey to improve the visitor experience, feedback mechanisms and team performance.
  • Streamline team processes and service delivery through the implementation of technical systems and system enhancements.
  • Act as a liaison point for the Visitor Experience area by actively participating in morning briefing, which may include 1908/Sidings, FM, Security, Reception and Hospitality. This may include the need to act as a 'Duty Manager' on a rotational basis.

Your Knowledge and Experience

  • Previous experience managing reception/front of house services in a corporate environment or a 4/5 star hotel is essential
  • Ability to demonstrate adapting and improving ways of working and service offering through business understanding and insight analysis
  • Previous experience in a people management role
  • Working Knowledge of eptura, condeco or other room bookings systems (preferred)

The Type of Candidate that we're looking for

We are looking for a Visitor Experience Manager who can inspire and motivate their team yet retain a hands-on approach to operations.

You will possess people management experience and be confident to head up a team and build on successes to deliver the highest standards of customer service possible. As a natural leader and communicator, you inspire and develop teams through forging strong, trust-based relationships and via your passion for creating exceptional guest experiences and driving continuous improvement.

Critical Skills (not limited to)

  • Nurture relationships
  • Adaptability
  • Enabling others
  • Improvement mindset
  • Team working

Due to the nature of this role, on-site working is required.

Closing Date

October 31, 2025

At Baillie Gifford we are committed to fostering an inclusive and respectful culture in which each of our colleagues can thrive and develop. We believe that our clients are best served by a diverse workforce with the experiences, ideas and perspectives that this brings.

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