Company Description
Colliers is seeking a dynamic and customer-oriented Customer Experience Executive to enhance our front-of-house and hospitality operations at our head office in 95 Wigmore Street. This dual-focused role will support both the reception and hospitality teams, ensuring a consistent and exceptional experience for all clients and visitors. This position is key to maintaining a seamless client journey, reducing our dependence on temporary staff, and ensuring efficient front-of-house services.
Job Description
Client Reception and Hospitality Excellence
- Be the first point of contact, welcoming clients and guests with warmth and professionalism, creating a welcoming experience akin to luxury hospitality standards.
- Provide attentive, personalized service to ensure clients feel valued, managing check-ins, offering amenities, and accommodating client needs.
- Collaborate with reception and hospitality teams to ensure every touchpoint with our clients reflects our commitment to excellence.
Client Floor Operations
- Coordinate with catering, hospitality, and reception teams to deliver a unified, seamless service for all client interactions.
- Proactively address any client requests, concerns, or special requirements to enhance their experience.
Hospitality Services and Catering Coordination
- Serve a range of high-quality refreshments to clients and manage catering needs for meetings and events on the client floor.
- Partner with catering teams to ensure timely, smooth service and address any adjustments to client requests.
Feedback and Customer Journey Improvement
- Manage and analyze customer feedback to identify improvement opportunities, ensuring consistent service across all interactions.
- Work with the CX team to address client journey pain points, fostering a service model that elevates the client experience and builds stronger relationships.
Team Collaboration and Support
- Provide support to reception and hospitality staff, fostering a collaborative environment that drives exceptional service.
Why This Role is Essential:
The addition of a permanent Customer Experience Executive enables Colliers to meet rising client expectations with consistency and efficiency. This role supports the CX team’s capacity to analyze and improve the customer journey, eliminating our need for temporary staffing and driving long-term cost savings.
Qualifications
- Experience in a front-of-house or hospitality role, ideally within a luxury hotel or high-end corporate environment.
- Outstanding communication and interpersonal skills, with a natural ability to make clients feel at ease and appreciated.
- Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced setting.
- A collaborative and proactive approach to team engagement and service enhancement.
Education & Experience:
- 3+ years of relevant experience in front-of-house, customer experience, or high-end hospitality preferred.
Additional Information
At Colliers, we offer an opportunity to be part of a professional team dedicated to creating memorable experiences for our clients. If you are passionate about delivering exceptional service and thrive in a dynamic environment, we invite you to apply.
