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Concierge

Cushman & Wakefield -
London

Job details

Qualifications

Microsoft Outlook
Customer service
Facilities management
Administrative experience
Organisational skills
IT

Full job description

Job Title

Concierge

Job Description Summary

Cushman & Wakefield is a global leader in commercial real estate services, helping clients transform the way people work, shop, and live. The firm’s 44,000 employees in more than 60 countries provide deep local and global insights that create significant value for occupiers and investors around the world. Cushman & Wakefield is among the largest commercial real estate services firms with revenues of $5 billion across core services of agency leasing, asset services, capital markets, facilities services (branded C&W Services), global occupier services, investment management (branded DTZ Investors), tenant representation, and valuations & advisory.

Job Description

Role Purpose:

To deliver a First-Class Front of House experience to our clients and colleagues. Welcoming visitors and colleagues in a professional and friendly manner.

Core Responsibilities:

Provide a welcoming and professional customer experience, delivering a seamless customer journey.

Ensure adequate resource is in place to cover receptions across the PSC Hub.

Ensure all visitors and colleagues are signed in as specified by the Property procedures

Ensure that clients are greeted escorted to their hosts in a timely manner

The Front of House area is maintained to an excellent standard reporting any failures on the Help desk system.

Oversee the meeting room booking process ensuring the rooms are adequately stocked with Pens/Pencils/Papers.

Communicate any key visitors or events to the Workplace Regional Supervisor

Assist with preparation of meeting rooms for Meetings and Events, ensuring all catering and refreshments are in the relevant room on time

Ensure Meeting Rooms are left tidy and clean for next meeting

Liaise with the Hospitality provider to ensure that catering is arranged and delivered as required

Deliver Customer Care training when required

Ensure that reception operating procedures are in place and up to date

Comply with Health, Safety and Environmental policies

Achieve the highest standards of quality, service and presentation of the business. Ensure all calls (internal & external) are answered, transferred/forwarded promptly and professionally; record any messages accurately

Create a one team culture sharing best practice and attending regular 10 at 10 meetings.

Manage/liaise with Building contractors and issues and or/work being carried out within the building

Understand and strictly adhere to Cushman & Wakefield procedures and protocols of the building with regards Health & Safety, Security measures

Provide visitor passes for visitors and contractors

Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily operation of the business

Qualities and Personal Attributes: Essential (unless noted as Desirable)

Business Generation, Execution and/or enablement

Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives in achieving their financial, business and client goals.

Identifies opportunities to learn more about CW commercial environment.

Uses all available internal resources, systems and tools to help increase team productivity.

Uses all contact with clients as an opportunity to build a positive image of the C&W brand.

Identifies and improves processes, systems and work products to continually exceed internal and external client expectations.

Identifies solutions that reduce expenses.

Seeks assignments and welcomes challenging activities.

Looks for new ways to differentiate CW services from the competition.

Shows initiative in identifying, recommending and pursuing new opportunities.

Leadership and Management

Creates collaborative opportunities and communicates proactively with all relevant levels of the organisation to obtain and share information.

Recognises the needs and welcomes the unique contribution and diversity of all colleagues and clients.

Actively listens to requests from internal and external clients and provides timely assistance with careful attention to detail.

Encourages colleagues through constructive feedback, workload management and transfer of knowledge.

Builds own skills by consistently pursing growth opportunities; seeks a mentor and is willing to assist colleagues.

Embraces change and takes action to fulfil new plans and directions set by others.

Acts as the client and vendor relationship manager and develops client and vendor engagement.

Takes ownership of own role and responsibilities

Trusted Advisor and Expert

Addresses issues/queries quickly and accurately.

Makes informed decisions and takes responsibility for outcomes.

Supports colleagues in meeting the client’s needs.

Good understanding of H&S and risk awareness.

Forecasts and evaluates commercial and financial risks together with the identification of procedures to avoid or minimize their impact.

Knowledge

Solid educational background

Customer service background essential

Knowledge of Facilities Management processes preferable

IT Skills, Outlook, Excel, Word.

Skill and Experience

Be able to perform in a fast-paced environment

Experience in a customer facing environment would be essential

Multi-site experience preferred

Key base experience is customer focus and empathy

Good administrative and organisational skills.

Excellent communicator at all levels.

Polite and confident telephone manner.

Ability to multi-task and work under pressure.

Team player – Ability to work alone or as part of a team

IT literate – Excel to at least intermediate level

Ability to prioritise workload and manage change effectively

Attention to detail

Cushman & Wakefield is an equal opportunity / affirmative action employer. All qualified candidates will receive consideration for employment without regard to ethnicity, gender, gender identity or expression, sexual orientation, age, disability, religion, marital status, or any other legally protected characteristic. Cushman & Wakefield is committed to equity in employment, and our goal is to have a diverse, inclusive and barrier-free workplace. If you are a person with a disability and need any other accessible accommodations during the hiring process, you are invited to bring this to the Talent Acquisition Advisor’s attention once they have made contact.

INCO: “Cushman & Wakefield”

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