property manager London, England
Job description
DEPARTMENT: Sales & Operations
REPORTS TO: Operations Manager
DIRECT REPORTS: Front of House
BUDGET RESPONSIBILITY: Full Building P&L
This position plays a significant role in ensuring that Every working day at Landmark matters for colleagues and clients alike through overseeing one or more buildings within The Space Portfolio.
Key Accountabilities
Key Activities
Sales & Business Development
Ensure excellent client retention and revenue generating opportunities through the delivery of a high standard of client experience.
Promote Services to maximise revenue, ensuring clients are made aware of services available. Suggest new opportunities.
Organise renewal meetings with clients to discuss options and increases in Licence Fees in line with the latest forecast.
Conduct quarterly business reviews with key clients alongside ASM or Strategic Sales Director.
Viewing of available space to prospective clients. Understanding availability, pricing structure and sound knowledge of the building and The Space product. Ensure all show offices are presented to a high standard.
Client Experience
A high level of client care and satisfaction is the main focus of this role, ensuring that the levels of service meet expectations and service levels.
Ensure revenue generating opportunities are achieved through the delivery of a high standard of client experience.
Deliver against The Landmark & The Space CX strategy, looking for ways to delight and surprise clients, delivering the basics seamlessly and staying tuned in to clients needs.
Visual Standards, Facilities & Security
Housekeeping checks carried out multiple times per day to ensure the building is kept clean, tidy and presented in the best possible manner.
Meeting and conference areas to be kept clean and tidy with efficient turn-around between meeting room bookings. Ensure that correct staffing levels are always met to exceed clients service expectations. Ensure meeting room tech is tested daily and that all team members are proficient in assisting guests.
Security procedures are followed to ensure the security and welfare needs of those using the centre are met.
Log and report all maintenance issues to 3rd party supplier and escalate as necessary to ensure that maintenance issues do not adversely affect client experience.
Finance
Responsible for supporting the finance teams monthly billing process for client invoices. Carry out all checks to ensure that Licence Fees and service fees are accurate.
Effective and accurate credit control to ensure no outstanding debt on internal or external client accounts, taking remedial actions to collect outstanding debt.
Active involvement in cost control to ensure minimum wastage and cost efficiency from the services and facilities provided.
Health & Safety
Follow policies, procedures and attend H&S training as dictated by the company and current H&S legislation.
Own the H&S risk assessment and action points, ensuring all remedial works are completed in line with legislation and advice.
Information Technology
Operate and provide IT and Telecommunications solutions to clients.
Ensure that the comms room is clean, tidy and all patching is correct and complete in an orderly fashion.
Meeting and Conference Rooms
Own and drive the meeting room budget.
Manage daily bookings to ensure catering and other requirements are met and delivered on time.
Be involved in local and company-wide marketing campaigns to generate revenue and hit building budget.
Actively seek new local occupier clients.
Projects
Complete and assist with projects relating to the building and the business as and when required.
Concierge Services
Along with the team, be the first point of contact for internal and external clients and visitors.
Provide services for internal and external clients, including document and presentation preparation, mail handling and sorting and sending, courier bookings and pick-ups and deliveries, booking of meeting rooms.
Deal with incoming telephone traffic and route quickly and correctly.
Team
Maintain high levels of team morale and be a team player. Foster effective relationships with other team members to ensure the needs of the clients and the operation are always met.
Lead with Kindness, Evolve with Purpose, Deliver with Pride.
Training, Coaching & Development
Participate in building and company training programmes. Actively pursue training and development opportunities to drive self-development. Utilise the skills matrix for you and your team to ensure you have a high-performing team.
Encourage your FoH to cross train on other buildings to provide ad-hoc cover when required.
Person Spec
ATTRIBUTES
ESSENTIAL
DESIRABLE
Physical Make Up
Smart appearance. Well-presented and well groomed.
Education & Qualifications
Educated to GCSE level.
Business Administration Degree or equivalent experience.
Experience
2+ years experience in a client facing service industry role. Previous experience of working as part of a team.
Have led a team.
Previous flex office experience.
Previous business development / sales experience.
Special Aptitudes
Strong ability to problem solves, multi-task, plan and organise. A strong communicator with a direct and open style. Enthusiasm and drive with evidence of going the extra mile coupled with strong client focus, a flexible and resilient attitude.
Demonstrates an understanding of the business.
Disposition
Self-motivated. Dynamic. Professional. Resilient.
Circumstances
Ability to work flexible hours as required by the business.
Competency
Definition
Client First
Always ready to go the extra mile for clients (Internal & External). Actively demonstrates a pride in, and an enthusiasm for meeting client needs. Spots opportunities to increase service levels.
Teamwork
Able to fit in with the team. Can develop effective and supportive relationships with colleagues. Is considerate towards others and creates a team spirit.
Effective Communication
Communicates confidently, fluently and logically. Holds others attention when speaking. Able to change peoples views and influence their decision.
Planning & organising
Ability to identify the issues and plan ahead. Can meet deadlines and respond to tasks within a timescale.
Resilience
Demonstrates ability to work in a pressurised and physically demanding environment, and to deal with situations calmly.
Developing Self
Accepts personal responsibility for developing own skills to improve effectiveness.
Change & Innovation
Generates new ideas to add value to the business. Supports and implements new ways of doing things. Open to change and encourages others to view change positively.
Goal Focus
Able to focus on desired outcomes and take decisive action when circumstances change.
