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Workplace Experience Host Manager

  • Location

    London

  • Sector:

    Trade / Retail

  • Salary:

    Not Specified

  • Job ref:

    32298

  • Published:

    about 11 hours ago

  • Expiry date:

    2024-06-05

  • Client:

    CBRE

Job Description

Job Summary: This role is responsible for the delivery of Workplace Services, with a primary focus on providing world class and unforgettable experiences that match CBRE's brand positioning. Services may be directly performed by the company, or third-party service providers in collaboration with this role. Essential Duties and Key Responsibilities:

  • Provides coordination and administrative support for delivery of Workplace Services. Services include, but are not limited to:

  • Front of House

  • Mailroom Services

  • Floor Ambassadors

  • Team Engagement

  • Building Engagement

  • Stakeholder Management

  • Community Programmes

  • Workplace Coaching & Onboarding

  • Office Supply Management

  • Space Reset

  • Assists the Workplace Experience Team and CBRE community with general administrative support including all mailroom services, event management, bike locker management, etc. Requests building and/or equipment services as needed.

  • Assists with the CBRE community on-boarding process, including new employee orientation, training, equipment and software ordering - workflow assistance and welcoming procedures and first day orientation management.

  • Provides administrative support including meeting coordination, office and Workplace Experience equipment care, and supply management.

  • Responds to community requests and complaints regarding Workplace Experience services.

  • Maintains relationships with vendors that provide services and goods to the office.

  • Ensure safety standards are met by those delivery Workplace Experience services; whether CBRE employees or third-party service providers.

  • Manages facilities and office requests, follow up on all request upon completion and escalate recurring issues.

  • Manage office, client suite and community stock and ensure system is in place to ensure optimum levels.

  • To maintain a professional appearance at all times. Site Specific:

  • Have a comprehensive plan for oversight of all the floors and the surroundings areas to ensure best Workplace Experience each day.

  • To oversee the 5-star customer journey for the building.

  • Organisation of VIP guest visits.

  • Prepare and present monthly reports to the Contract Manager, including People, Operational Performance, Innovation and QHSE activities / updates.

  • Carry out quality floor checks with FM Management to ensure the daily floor checks are to the agreed standard.

  • Collaboration with IT, Maintenance and Helpdesk to ensure timely reporting and closing out of tickets and jobs.

  • Report health and safety hazards and raise tickets to both Facilities and IT related Helpdesk.

  • To manage time and attendance technology for the Workplace Experience Team, and monitor staff attendance and time keeping.

  • To ensure the Workplace Experience Team rota is managed and communicated weekly/monthly covering all shifts.

  • To lead, co-ordinate and motivate the Workplace Experience Team.

  • To carry out interim and annual performance reviews for Workplace Experience Team members and update on Talent Coach.

  • Hold regular team / one to one meetings to ensure effective communication.

  • Monitor Workplace Experience Team staff performance and take necessary action when required.

  • Manage all absence requests including annual leave and sickness, and update on MyHR in line with the relevant processes and procedures.

  • Effectively recruit people for the Workplace Experience Team with the appropriate skills, abilities and attitudes to fulfil the job roles.

  • Measure KPI's / KEI's and service standards against agreed and obligated levels.

  • To be the lead ambassador for the HOST app using the technology to support manging the floors as well encouraging CBRE 61personnel to use daily as well supporting community articles.

  • Review and update Workplace Playbooks on a monthly basis.

  • Cross Train Workplace Experience Team on all aspects of duties, including FOH, Mailroom Services and Floor Ambassador duties.

  • Train and act as ad hoc cover for the Workplace Team as part of the one team approach.

  • To maintain excellent relationships with other service partners.

  • Highlight any issues to the Contract Manager if necessary.

  • Carry out any reasonable request from management.

  • To keep up to date with industry innovations and with the on-site management team to ensure 61 is seen as a lighthouse. Communication Skills: Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees. Financial Knowledge

Candidate Description

Requires good knowledge of financial terms and principles (Experience of working to an agreed budget) Strategic and Interpersonal Skills: Ability to solve problems and deal with a variety of options in complex situations. Additional Skills: Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications. Results oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges. Customer focussed - develop strong customer relationships by listening to and satisfying customer needs. Drives accountability - ability to establish clear, measurable goals, taking ownership of responsibilities and commitments to those goals and moving others to responsibility for their goals. Qualifications / Experience / Professional Memberships:

  • Degree or qualifications at further education level is preferred.

  • A minimum of 2 - 4 years related experience (e.g. Front Desk, Concierge, Meeting Room Management, or Customer Service roles) is preferred.

  • Experience in facilities management and / or dealing with suppliers / contractors is desirable.