Guest Relations Manager

Job Introduction

Sodexo are currently recruiting for a number of brand new opportunities due to growth in our Corporate Services segment. Sodexo is the 19^th largest employer worldwide, operating in 80 countries and employing 427,000 employees worldwide, we are the leader in Quality of Life services. Sodexo is not only a growth company; it is also a people-oriented company that places quality of life of its 100 million consumers at the center of its mission. Join our teams and experience their passion and the unique Sodexo spirit!

If you are looking for an exciting and innovative environment to work in, then this could be the opportunity for you. Sodexo have a fantastic opportunity for a Guest Relations Manager to join a new team in London.

As Guest Relations Manager you will be based on site with our high profile client in an interesting location, with the opportunity to grow the account this could be an amazing opportunity for the right individual to join our team. If you are interested in Customer experience, implementing strategy, analysing data and planning offers then this could be the role for you. This could be a great opportunity for a Guest Relations Manager that has recently graduated with experience within the Customer Experience arena in a Facilities Management business or hotel background.

Role Responsibility

• Design & implement the Service Excellence Strategy alongside the contract team.
• Analysis of available date to inform decisions around service, offers and solutions.
• Create an environment that actively focuses on customer expectation & how best to meet and exceed that. Train and develop the Sodexo team to be Customer Ambassadors regardless of role.
• To manage the compilation and implementation of a focused Customer Service Excellence programme for the account.
• To manage and ensure delivery of all communications pertinent to the customer and client joint teams. 
• Manage, customer satisfaction surveys, monitoring feedback through available digital solutions, organising and facilitating improvement workshops and assisting in generating continuous improvement through proven tools and techniques.
• Assist with creating regular reports to all stakeholders, on a regular basis.
• Manage the coordination and analysis of Customer Care data by monitoring Customer Care feedback and Key Performance Indicators, producing reports and graphs for management at all levels of the business, developing both tactical and operational action plans for improvement and sharing best practice across the portfolio.
• To design, agree, implement & monitor a customer complaint procedure, to monitor complaints and support the teams in complaint management and resolution.
• To meet with client representatives as required gaining feedback, engaging in proactive dialogue, and generally promoting a collaborative working relationship.
• To act as the focal point for all matters pertaining to the implementation and roll-out of customer service training to all employees on the account, and ensure the inclusion of customer service training within all employee inductions and performance development plans.
• To provide support in developing a fully service centric culture and achieve recognition for great customer service through accreditations in line with key account objectives.

The Ideal Candidate

• Service Excellence training and understanding essential
• Excellent administrative, organisational, telephone and interpersonal skills are essential
• Extremely professional and polished appearance and manner
• Methodical, articulate, proactive – essential.
• Good IT skills
• Highly developed level of interpersonal and customer relationship skills.
• Must be able to confidently deliver presentations and communicate at all levels from Director to Engineer level
• Valid full driving licence and willingness to travel
• Experience of mentoring/developing staff

Character

• Able to empathise & a good listener
• Resilient to change & adaptable

Visibility

• Appropriate agreed dress must be worn at all times adopting a smart, clean and tidy appearance.
• Must demonstrate cheerful, helpful, calm and polite demeanour which is visible at all times.
• Approachable and confident body language should be visible at all times exerting busy, enthusiastic and purposeful movement whilst at work.

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process