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Facilities and Client Experience Manager at Hines in UK-London
Job Description
Facilities and Client Experience Manager
Overview
When you join Hines, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.
Helix - A Hines Company
Helix is a specialist property management company established in 1996. We are focused on building long-lasting and transparent client and occupier relationships. We manage a nationwide portfolio of over 200 properties totalling around 7.5 million sq.ft. and comprising all commercial asset classes. Our whole business, including the accounts team, is under one roof with all staff based in the same Central London office. For further information, please visit Helix’s website: www.helixproperty.co.uk.
In February 2022, Helix was acquired by Hines marking an exciting new chapter to further propel our property management offering and customer centric approach in the UK. Helix has had a long-standing relationship with Hines over the past 10 years, providing property management services across the majority of properties in the Hines UK portfolio.
Responsibilities
The Facilities and Client Experience Manager will lead the delivery of a hospitality driven, concierge style experience for all occupiers and visitors. This role places client experience at the forefront, curating the occupier journey end to end – from marketing viewings and prospective occupier tours, through mobilisation and move-in and into ongoing relationship management and community programming.
The candidate will also oversee the first-class service delivery of all building operations, including maintenance, cleaning, security, postal services, service desk, IT services, telephone and administration. This individual will also work closely with the Facilities Manager and Surveyor to ensure operational excellence supports the premium service environment.
The property is a brand-new office building behind a retained historic facade, in the heart of St. James’s. It has been meticulously designed to have low environmental impact and embrace circular economy principles to deliver a wealth of sustainable features.
We are seeking a hospitality professional ready to elevate their career by bringing luxury-hotel standards into a premium London workplace environment. The role would suit someone who excels in creating memorable guest experiences and is now looking to apply those skills within a modern, sustainability led office building.
Hospitality
- Lead the building’s hospitality experience, delivering a warm, polished and intuitive service in line with Hospitality Essential Standards
- Host prospective occupier viewings, supporting leasing
- Curate the occupier journey from first viewing through to move-in and ongoing occupation, ensuring every touchpoint feels seamless, personalised and memorable.
- Design and deliver an occupier events programme to include seasonal activations, community-building activities and curated experiences that enhance satisfaction and retention.
- Act as the primary day-to-day contact for occupiers, handling requests promptly, personally and with a hospitality mindset.
- Provide a professional, personalised welcome to all visitors and occupiers, ensuring sign-in and sign-out processes are efficient, discreet and aligned with building safety protocols.
- Maintain strong, proactive relationships with occupiers, ensuring their needs are understood, anticipated and met through consistent service delivery.
- Protect the interests of the client and Helix by representing the building with professionalism, discretion and service excellence at all times.
Operations
- Oversee the operational delivery of all building operations – maintenance, cleaning, security, ensuring services support the hospitality experience.
- Ensuring building presentation standards (cleanliness, scenting, lighting, music, finishes) meet luxury-hospitality expectations and are maintained consistently.
- Maintain full familiarisation with building layouts, systems and amenities to support both operational delivery and high-quality building tours.
- Liaise with the Facilities Manager to ensure compliance with all Health & Safety regulations, statutory requirements and building policies.
- Coordinate building personnel and service partners to ensure service delivery is seamless, unobtrusive and aligned with the buildings premium positioning.
Other
- Act within the authority delegated by Helix.
- Undertake any additional duties required for the smooth and efficient running of the building.
- Drive continuous improvement initiatives to enhance occupier experience and operational quality.
- Ensure all duties and responsibilities are executed to industry Best Practice Standards.
- To be available outside normal working hours when required.
Qualifications
Essential
- Experience within the hospitality sector, ideally luxury hotels, premium member’s clubs or high-end concierge environments.
- Proven ability to deliver defined, measurable service standards – e.g. greeting protocols, response times, service recovery, guest personalisation.
- Demonstrated passion for creating exceptional guest experiences and shaping environments where people feel welcomed, supported and valued.
- Experience liaising with clients, occupiers, consultants and external stakeholders.
- Understanding of Health & Safety legislation.
- Awareness of building operations, maintenance and service delivery or willingness to develop this knowledge as part of progression into building management.
Desirable
- IOSH qualification.
- Basic understanding of commercial leases, service charges and the occupier journey from viewing to move-in.
- Experience within a competitor company or premium property environment.
- Exposure to events programming, guest experience design or community activation.
Key Skills
- Exceptional communication skills, both verbal and written with the ability to engage confidently with senior clients, occupiers and visitors.
- Strong customer experience mindset, continually seeking feedback, service improvements and new ideas to elevate the occupier journey.
- Confident using technology and building systems, strong computer literacy (Excel, Word, Outlook)
- Ability to work independently and collaboratively, contributing to a positive service driven team culture.
- Demonstrates initiative, accountability and a proactive approach to problem solving.
- Ability to remain calm, composed and service focused under pressure.
- Consistently delivers concierge level customer service, anticipating needs and ensuring every interaction feels personal and memorable.
Closing
At Hines, we believe the built world is ultimately about people. As one of the world’s largest privately held real assets firms, we bring nearly seven decades of investment, development, and management experience to work that shapes cities and communities around the world.
Our people make that possible. Across 29 countries, more than 4,600 colleagues bring different perspectives and expertise to Hines, with opportunities to take on meaningful responsibility, learn from leaders across the business, and build a career with room to evolve. We support that journey through professional development, competitive rewards, comprehensive benefits, and a culture grounded in trust and high standards.
Hines is proud to be named to Fast Company’s annual list of the World’s Most Innovative Companies for 2024.
We are an equal opportunity employer and support workforce diversity.
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