Uk Guest Services Manager

Found in: Talent UK C2 - 2 weeks ago

Derby, United Kingdom Integral UK Ltd Full time

UK Guest Services Manager

Responsibilities

The UK Guest Services Manager is responsible day to day delivery of the contract operations across the region to ensure delivery to KPIs, consistent best practices, ISO quality management standards and operational excellence. They will report directly to the Account Director and be supported by the wider leadership team (Finance Manager, EHS Manager, Engineering Energy & Sustainability Manager).

Responsibilities

Having an operational awareness and understanding of the JLL delivery and customer needs in each of the Rolls Royce offices supported by JLL IFM. Overseeing the delivery of JLL support functions in the Rolls Royce account including the management of direct reports (Hard & Soft Leads and EMEA FMs) plus central team supporting the account (Sourcing/HR). Supports the JLL Account Director driving initiatives in terms of Governance, Compliance, Reporting, Client First Interface and delivery of the JLL Annual Account Plan. Supports the overall delivery of IFM operations across the account in terms of contract delivery, EHS, engineering services, legislative compliance, finance management reporting, people management etc Promotes high level of satisfaction among client users reinforcing on a prompt response and customer service focused delivery Demonstrates leadership, gives direction and mentors the JLL teams across the account to promote engagement, customer service excellence and aligned delivery across all service lines Provides support for JLL central systems across the contract/within JLL including JLL platforms, EHS and Quality Compliance and Vendor Mgmt. Oversees JLL compliance audits across EMEA offices in terms of procedures, JLL policies and procedures including statutory compliance, Quality and EHS compliance. Acts as go-to person in account in terms of procurement, people management and central reporting ensuring all deliverables are actioned within agreed timeframes/KPI/SLA’s Maintains role as secondary contact for JLL Account Director and Regional FM’s. Communicates in an open, honest, transparent manner at all times with the ability to tailor the message to specific audience and their needs. Ability to manage multiple projects and priorities. Ability to network at all levels within the organization. Flexibility and adaptability to changing business requirements is a perquisite for this role. Ability to display initiative, confidence and professionalism in all dealings.

Requirements

Third level qualified, preferable in property, facilities, and operations or engineering. Diversity and equality of opportunity should be the central principle of your selection process. All stages of the process should be clear, objective and fair. Ensure you are not discriminating against potential applicants on any basis. Challenge each aspect of your job description to ensure that the requirements are essential to the role. Operations background within a multi-site facilities contract with a proven ability to understand and interrogate a TFM delivery. Proven track record of supporting and leading site-based teams across multiple service lines. Proven track record in positive people management and engagement with extensive leadership skills. Ability to work without supervision with the ability to drive positive impacts. Experience in financial management and identifying cost savings/avoidance. Advanced Microsoft Office experience (Excel, Word, Outlook) required. Excellent written and oral communication skills, including presentation and negotiation skills.

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