Guest Experience Manager
MAPP
12 hours ago
Full-time
On-site
2 More London (Site)
£37,000 - £39,000 GBP yearly
JobsCloseBy Editorial Insights
MAPP is hiring a Guest Experience Manager for 2 More London, a full-time onsite role paying £37,000 to £39,000. You’ll front the building experience, reporting to the Senior Building Manager and supporting the Facilities Manager to deliver outstanding service, occupier engagement, and team training, while ensuring compliance with policy, Riskwise and ISO standards. The job rewards initiative, collaboration and a service-oriented mindset as you act as a building ambassador and help shape the guest experience. MAPP values inclusion, employee ownership and development, with opportunities for internal progression. To apply, tailor your CV to show guest-experience wins, leadership, IT competency and a genuine fit with their culture, and, where possible, include concrete metrics.
Guest Experience Manager
Department: Site - Office Buildings
Employment Type: Full Time
Location: 2 More London (Site)
Compensation: £37,000 - £39,000 / year
Description
MAPP is the UK’s leading specialist in commercial property and asset management, with over £30bn+ of property under management for a wide range of UK and overseas fund managers, REITs and property owners.
We believe property management can be a force for good. That’s why we focus on making buildings work — not just for profit, but for people and the planet too. Through our Property Management framework, we help clients and occupiers navigate a rapidly changing landscape, delivering a fully integrated and genuinely holistic approach.
Most job descriptions read like a recipe without showing you what the finished dish should look like. We’d rather give you a clear picture of who we are, how we work, and the kind of person who thrives at MAPP.
If this role excites you and you think you could make a difference here, we’d encourage you to apply — even if you don’t tick every box. We’re interested in people who want to do meaningful work, add real value, and be rewarded for their efforts in a genuinely great place to work.
MAPP is an equal opportunities employer. All applicants must have the legal right to work in the UK by the start date of employment. MAPP does not provide immigration sponsorship.
MAPP is an equal opportunities employer. All applicants must have the legal right to work in the UK by the start date of employment. MAPP does not provide immigration sponsorship.
Inclusion at MAPP
We want the real estate industry to be a career path where people feel both welcome and wanted. We’re proud of the progress we’ve made so far, but we’re always challenging ourselves to do better. We want the best people to see themselves thriving at MAPP. Creating an environment where everyone feels able to be themselves is essential to that – because diverse perspectives, lived experience and ways of thinking make us stronger.
Our values and how we work
Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp, and that commitment to doing business responsibly shapes our decisions every day. We recently were reaccredited and improved our score significantly.
We want you to learn, grow and challenge yourself. As a business, MAPP has grown consistently over the past five years, and we promote around 10% of our office-based roles internally each year. We invest in development, create opportunities to broaden professional horizons, and make time to connect — through charity days, fundraising, learning initiatives and social events.
High expectations & employee ownership
What makes MAPP distinctive is that we are owned by an Employee Ownership Trust. There are no external shareholders — our business is held on behalf of our people. This creates a more inclusive and transparent environment, where employees are informed, involved, and able to influence how we move forward. It also means that when the business succeeds, that success is shared — typically through a profit share that can be paid tax-free to each individual.
Being employee-owned shapes the way we show up. It encourages us to think long term, take ownership of our decisions, and care about the impact of our work. We place a strong emphasis on trust, expecting people to use their judgement, take initiative, and support one another. Collaboration, curiosity, and accountability are key to maintaining both our performance and our culture.
In return, we offer autonomy, support and the opportunity to grow in a business where your contribution genuinely matters.
Why join MAPP?
This role gives you the opportunity to be part of something a little bit special in property management. We’re always looking for great character — that’s what makes someone a MAPP person. If that sounds like you, we’d love to hear from you.
A few facts about MAPP you might like to know:
Our engagement scores are consistently high and in 2025, we had an engagement score of 83% and 92% of our people recommend MAPP as a great place to work.
Title, Team and Role Summary
Title : Guest Experience Manager – 2 More London
Team : Site Based at 2 More London
Who Does This Role Report Into? Senior Building Manager
Role Summary / Purpose and Scope
Arguably the most important appointment of the building, a front of house role that gives the building personality and puts life and soul into everyday occupation for our guests, additionally assisting and supporting Facilities Manager in all aspects of service delivery.
Team : Site Based at 2 More London
Who Does This Role Report Into? Senior Building Manager
Role Summary / Purpose and Scope
Arguably the most important appointment of the building, a front of house role that gives the building personality and puts life and soul into everyday occupation for our guests, additionally assisting and supporting Facilities Manager in all aspects of service delivery.
Skills, Knowledge and Values
Skills (People & Technical)
- Excellent organisational skills
- Strong interpersonal skills, capable of communicating across at various levels
- Proactive, flexible attitude to the changes to the company, IT systems and the role
- Lead as service ambassador at MAPP, including understanding that MAPP’s image is reflected through a high level of service in engaging with all parties
- Ensuring industry leading standards, development, holding regular 1:1’s and involvement in occupier engagement.
- Able to use own initiative
- Continually and constructively challenging the ‘norms’ and processes that affect customer experiences, developing new and creative solutions that meet tenants changing expectations to deliver the best possible service
- Creating and providing information and training on new changes and building services updates for your FOH team, so everyone is a building expert
- Reporting service failures to the MAPP Service Desk/Senior Building Manager and owning their resolution. Communicating progress updates and managing the ticketing process in any designated system
- Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements
Values & Behaviour
- Exhibition of MAPP Values : Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
- Self Management including showing initiative, being proactive and meeting deadlines
- Embracing Change including Technology
- Engaging with the Big Picture
- Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally
- Achieving Results and Prioritise Work
- Innovative Solutions and Problem Solving
- Developing Self and Others and willing to Learn
- Interpersonal and Relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
- Strong written and verbal communications including report writing
Experience and Salary
Level of Experience / Certifications:
- Experience of working in a similar role
- Ideally experience of Riskwise and Microsoft suite
- Good Health and Safety knowledge
- Strong administration skills
- Experience in managing a team
Working Hours: 8am - 5.00pm Monday - Thursday & 9am - 5pm Friday
Salary Range (Based on Experience)
£37,000 - £39,000 per annum, depending on experience.
Salary Range (Based on Experience)
£37,000 - £39,000 per annum, depending on experience.