Hospitality Manager

Colliers is a global leader in commercial real estate services, providing strategic solutions to occupiers, developers, and investors at local, national, and international levels. Our services include brokerage sales and leasing, real estate management, valuation, consulting, project management, project marketing, and research. We operate across core sectors such as office, industrial, retail, and hotel, as well as a range of specialized property types.

Colliers UK is headquartered in London, with over 1,200 professionals across 16 offices in the UK and Ireland.

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Basics done better – ensure the fundamentals of customer services, as outlined in Colliers ‘Beyond’ procedures and guidelines, are followed and delivered to the highest standards. li>

Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans. li>

Launch & maintain property social media handles, create a social media content planner for each asset. li>

Design and carry out occupier and guest satisfaction surveys, as well as mystery shopper audits. li>

Carry out CX assessments at each property as specified li>

Lead by example and demonstrate best practices for all Beyond teams to follow and adhere. li>

Track, oversee and optimise all customer interactions across beyond assets to build strong relationships with all stakeholders (internal & external). li>

Maintain and up to date beyond service overview file li>

Make arrangements/book - travel, accommodation, F&B, meeting rooms etc as requested li>

Research and source products and services as per business/client needs, submit costs proposals – managing expectations. li>

Mapping customer journeys in order to identify CX enhancement opportunities

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Creating bespoke site plans and executing community, customer & social value engagement initiatives to elevate all customer interactions and build strong and loyal relationships. li>

Responsible for overall content/engagement (events, activities, amenities, social media) plans for properties across the Beyond portfolio. li>

Carry out walk arounds and inspections as appropriate when visiting sites, personally engaging with the customers. li>

Conducting monthly documented 121s with each onsite team member, ensure all CX managers attend to discuss the engagement plans, social value data, success stories, feedback. li>

Achieving the highest occupier satisfaction ratings for beyond services. li>

Building a strong supplier database for occupier & community engagement events/activities li>

Maintaining and producing CX specified reports (pre and post engagement plans execution data), illustrating operational statistics/data etc. li>

Actively contribute towards ESG targets geared towards transforming the Beyond Portfolio for sound environmental performance and wellbeing. li>

Recording and reporting success stories/case studies li>

Regularly meet CX Managers on-site, especially on key event days to ensure the highest quality of service is delivered, interact, and engage with occupiers, guests etc. li>

Responsible for managing the Beyond direct recruitment process (job adverts, phone screening, interviews etc) li>

Ensure all CX managers draft a monthly social media report, review, and evaluate the quality assurance of the content. li>

Ensure all SOPs are signed and sent back for approval. li>

Identify and propose new initiatives to enhance CX li>

Digital Marketing:
Carry out any marketing tasks and produce digital content design as required –newsletters, proposals, MS office & canva, infographics – brand alignment li>

Design and maintain the CX Team Channel content li>

Vlogs/Blogs – deliver vlogs and blogs as specified li>

Ensure any new beyond assets are mobilized as per the standards

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You actively look for best practice ways of working, encouraging CX team interactions with clients, customers, guests, and stakeholders. li>

You are confidently able to execute Beyond:
Front of House department’s onsite succession plan. li>

Commercial Acumen – Market conditions + expectations + product/service + cost li>

Hospitality/events & digital marketing experience…