Cushman & Wakefield
Guest Services Supervisor
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Guest Services Supervisor
Guest Services Supervisor
Location: Thames Tower, Reading
Job Description Summary
We are seeking a proactive and customer-focused Guest Services Supervisor to join the team at Thames Tower. This role combines responsibility for day-to-day operations with delivering exceptional occupier and guest experiences, ensuring the building runs safely, efficiently, and in compliance with all requirements.
About the Role
The Guest Services Supervisor will act as the key point of contact for occupiers, visitors, and service partners. You will ensure a welcoming, engaged, and connected community while supporting the Building Manager in maintaining operational excellence across Thames Tower—a landmark commercial building.
This is a dynamic role for someone who thrives in a fast-paced environment, values customer service, and enjoys collaboration across teams.
Key Responsibilities
Front-of-House & Stakeholder Engagement
- Deliver an exceptional experience for occupiers, visitors, and stakeholders.
- Be the primary point of contact for enquiries, resolving issues professionally, efficiently, and with a solution-focused approach.
Operational Management
- Support the Building Manager in day-to-day property management tasks.
- Coordinate maintenance projects—both scheduled and reactive—to minimise disruption while maintaining high service standards.
- Supervise contractors and service partners, ensuring compliance with health and safety, site procedures, and contractual agreements.
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Occupier Relations & Service Updates
- Maintain transparent communication with occupiers about building updates, events, works, and service changes.
- Track and escalate occupier requests, ensuring timely resolutions.
- Assess and approve purchase orders, manage invoices, and assist with property administration tasks.
Safety, Compliance & Records
- Support compliance with safety regulations, risk management, and business continuity measures.
- Conduct or participate in property inspections, keeping records accurate and up-to-date.
- Assist with sustainability initiatives and environmental objectives.
Occupier Engagement & Community Building
- Help plan and support occupier engagement events, workshops, or community activities to enhance workplace experience.
- Foster strong relationships with occupiers, contractors, suppliers, and colleagues to enhance service delivery.
Essential Qualifications & Experience
- Previous experience as a supervisor in a customer-facing role within:
- Hospitality
- Workplace experience
- Facilities management
- Property management
- Demonstrable customer service and stakeholder management skills.
- Strong verbal and written communication abilities.
- Outstanding organisation skills to manage multiple priorities.
- Competence in Microsoft Office (Outlook, Word, Excel, PowerPoint).
- Excellent problem-solving skills and attention to detail.
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Desirable Qualifications & Experience
- Experience working in a commercial property/facilities management environment.
- Basic knowledge of CAFM (Computer-Aided Facilities Management) systems or paperless logbooks.
- Familiarity with building compliance and safety regulations (e.g., fire safety, health and safety).
- IOSH Health & Safety certificate or equivalent.
Why Join Thames Tower?
If you:
- Passionately believe in creating outstanding customer experiences
- Thrive on building strong relationships in a collaborative workplace
- Enjoy working in a dynamic environment where no two days are the same
...this could be your opportunity to make Thames Tower’s vision a reality while contributing to best-in-class workplace excellence.
About Thames Tower & Partnership
This role is provided through Cushman & Wakefield, leaders in workplace, investment, and occupier solutions. We foster inclusivity, equity, and a barrier-free workplace for all.
Career Inclusivity Commitment
Cushman & Wakefield is an equal opportunities employer. This role offers a great way to cultivate a diverse and collaborative team, supported by a company devoted to accessibility.
If you’d like to discuss how we can support you during the hiring process (e.g., reasonable adjustments), we encourage you to mention this once in touch with talent and acquisitions.
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