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Front of House Host

  • Location

    Liverpool

  • Sector:

    Trade / Retail

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    33618

  • Published:

    about 8 hours ago

  • Expiry date:

    2023-11-14

  • Client:

    CBRE

Job Description

A fantastic opportunity to manage front of house operational activities for one or more properties located in a region and provide a full reception service to our clients' occupiers and internal customers. As a Front of House Host you will act as the heart of the workplace providing personalised services to occupiers and visitors alike, and administrative support to foster a sense of community in a property.

You will be passionate about service and deliver to service standards to create a hospitality inspired customer experience for our clients and their occupiers. You will do this by being responsible for providing all front of house reception duties as well as occupier-facing workplace services.

Workplace services include communications, engagement, and events activation for our clients to create a vibrant, engaging, and relevant sense of community for their occupiers. As a Front of House Host you'll become part of CBRE's global host community with tools and support to do this, as well as provide on-site support to the management team to enable them to deliver customer service excellence.

Key Responsibilities

  • It is expected that the successful individual will:

  • Champion and promote a customer service ethos; ensuring high quality facilities and administrative services are delivered for our clients, customers, colleagues, and visitors.

  • Responsible for creating a supportive and engaging atmosphere by welcoming visitors and supporting all employee-facing services (including any emergency procedures).

  • Conducts a variety of front-of-house activities including (but are not limited to): reception/concierge duties, visitor registration, passes, parking and directions, telephone/email services, meeting room management, event and community management, access control, travel services, mail services, contractor management, etc.

  • Work with CBRE's Place & Customer Experience team to drive any onsite customer experience (CX) initiatives including communications, events, activities, and surveys. Support with any scheduled event set-up, occupier engagement, onsite logistics and supplier liaison.

  • Own and manage the content within any building digital platform (e.g. CBRE's Host app) ensuring content is always on brand, relevant and engaging to customers. Curate location-specific content and provide service updates reflecting operational changes and specific content linked to the agreed strategy.

  • Receive, log and action help desk calls, managing workflows and escalating when necessary.

  • Operational management of contracts and contractors including the monitoring and administration of budgets and procurement systems when required.

  • Conduct regular audits, checks (e.g. health and safety matters) and intelligence gathering as required including the use of information management systems and associated reporting requirements.

  • Maintain contact lists for occupiers, approved suppliers, and contractors on behalf of CBRE management team.

  • To review processes and practices to continually seek improvements in the delivery and performance of customer service onsite.

  • Provide support to the building manager to help plan and manage general absence including annual leave and sickness reporting.

  • Perform other duties and provide comprehensive administrative support (as necessary) to meet the needs of the business (e.g. update onsite manuals, attend meetings etc).

  • Person Specification / Requirements

Candidate Description

  • Proven experience of working within a front desk, concierge, customer service or other hospitality role.

  • Warm and engaging, with a genuine ability to proactively offer help and serve the needs of others.

  • Remains calm and approachable under pressure with a strong sense of urgency in resolving issues.

  • Highly motivated to collaborate with, and support others, as part of a team.

  • Strong organisational skills and attention to detail, with the ability to manage priorities using self-initiative.

  • Excellent written and verbal communication skills, able to communicate effectively verbally and in writing (including the production of online content).

  • Intermediate experience of Microsoft Office Suite and comfortable with embracing any new technologies, software applications and digital tools (e.g. CBRE Host platform).

  • Confident in calculating, analysing, and presenting basic data.

  • A flexible approach to working hours to suit the needs of the business and our clients.

  • Customer service skill accreditation (desirable).

Employer Description

CBRE is the world's leading commercial real estate services firm with offices located around the globe. CBRE currently employs 100,000 people worldwide, with 2,500 working in the UK. The Company's core services include property sales, leasing and management, facilities and project management, investment management and research and consulting. In central London, CBRE advises on more commercial property than any other adviser and across the United Kingdom with offices in Aberdeen, Birmingham, Bristol, Edinburgh, Glasgow, Jersey, Leeds, Liverpool, Manchester, and Southampton.