Company Profile
CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries. CBRE GWS - Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management.
Job Title: WORKPLACE EXPERIENCE HOST
Role Summary:
Collaborating within the Workplace team, the Experience Host is to embody and deliver our 5-star experience with energy, passion and presence to all staff & guests onsite. This important position sets the tone of the flow of the reception experience by creating the first human touchpoint impression with consistent, joyous and courteous moments, being responsible to support and coordinate activities related to delivery of workplace experience services for clients, where offered, including administrative support. Services may be directly performed by the company, or third-party service providers in collaboration with this position.
Key Responsibilities:
Provide an exceptional guest experience to all clients, customers, colleagues and guests. A purposeful personalisation when serving guests is where the magic happens.
To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language.
Ensure that visitor and client arrivals are communicated to relevant personnel and that visitors are met in line with warm welcome. This includes offering toilet facilities and offering to take any coat/bags (See Pillars of Excellence guideline).
Have total ownership of the reception foyer and the surroundings areas to ensure the best first impression and work experience.
Ensure visitors are kept informed of any delays.
Maintain company culture: Uphold professional atmosphere in reception area.
Assist the Workplace Team and CBRE community with general administrative support.
Assist with on-boarding process - including new employee orientation and welcoming procedures. First day orientation management.
Help manage community requests, complaints and queries regarding Workplace services.
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.
Complete weekly diary duties.
Ensure cleanliness: Maintain clean, professional, and inviting front-of-house areas by working with onsite cleaning team.
To communicate regularly with the Workplace Coordinator and Facilities Manager with any new and important issues that may arise.
Site Specific Responsibilities:
Direct visitors: Guide employees and guests to their desired destinations within the premises
Provide visitor WI-FI access and getting set up assistance.
Arrange for First Aider attendance in the event of an accident/incident. Escalate to CBRE management team and notify client.
Management of unannounced visits by Regulator or Government body (e.g. Police, EHO, Fire Brigade).
Management of 3rd parties serving of legal documents to the building.
Ensuring site BCP procedures are understood and can be carried out at short notice.
Working closely with Elekta HR team to ensure that all telephony directories are compiled and up to date.
Internal and External Calls: Respond to phone enquiries promptly and professionally and ensure no personal information is gathered.
Remaining calm and in ‘control in’ in the event of personnel / Visitors becoming agitated and frustrated.
Creating access passes for visitors and issuing temporary access passes for Elekta staff (if forgotten) and working with the onsite security team to ensure data is captured correctly allowing for accurate reporting.
Travel Support, Assist visitors with travel information and arrangements. Booking of Hire Vehicles and Taxis.
Checking Executive Briefing Centre (EBC) at the start of each day and ensure any observations / issues are logged to the CBRE team. Elekta EBC manager to be notified.
Assisting with conducting Cornerstone Floor Checks and Meeting Room Conditions.
Administrative support and supplier management.
Managing of incoming and outgoing post duties.
Escalate any breaches in security or access protocols to the appropriate manager and Security team as soon as reasonably practical to do so.
Experience Required:
Communication Skills - Have excellent time management and communication skills (verbal and written). 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.
Strategic and Interpersonal Skills - Ability to solve problems and deal with a variety of options in complex situations. Display excellent personal presentation and interpersonal skills.
IT Skills - Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, SharePoint, Outlook etc. Comfortable with and embracing of new technologies and digital tools, such as Apps, databases, 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. Proactively dealing with guest requests in an efficient, friendly and timely manner, ensuring all business requirements are dealt with promptly and professionally. Be able to offer a warm and professional welcome to all guests, ensuring they feel valued from the moment they arrive.
Qualifications / Experience / Professional Memberships:
A minimum of 1 - 2 years related experience (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service roles) is preferred.
Experience in facilities management and/or dealing with suppliers/contractors beneficial.
