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- Tasks: Lead the integration of property management and hospitality services for an exceptional client experience.
- Company: Join CBRE, a global leader in commercial real estate services with a strong presence in the UK.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and collaboration.
- Why this job: Be part of a team that values customer service and innovation in a fast-paced setting.
- Qualifications: Degree level education and experience in hospitality or facilities management required.
- Other info: We are an equal opportunities employer committed to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Workplace Experience Manager (Hospitality)
The purpose of the role is:
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Manager to join the team located in London. The successful candidate will manage the integration between Property Management and Hospitality Services on behalf of the client thus ensuring a superior client experience.
Key Tasks:
Facilities
- Oversight of office spaces as well as users\’ journey and experience across the building
- Working closely with client On Site Solutions (OSS) senior stakeholders
- Point of escalation for operational issues across campus both UK and rest of EMEA
- Manage/ support implementation of agreed initiatives to ensure that the goal is achieved to specification, timescale, and budget
- Support teams in the management of Hospitality vendors across EMEA using KPIs and industry knowledge
- Support new site transitions including onboarding of hospitality vendors where needed
- Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations
- Develop and manage client On Site Solutions (OSS) service delivery, maintaining operational and commercial compliance in accordance with client and CBRE expectations
- Continually seek to improve client satisfaction, demonstrated through approved key performance indicators and maintaining current performance levels in an ever-changing business environment
- Demonstrate sound understanding of current legislation, environmental and quality related issues, including sustainability and its impact on energy
- Closely work across all client On Site Solutions (OSS) service lines in a collaborative manner
- Provide problem solving solutions to client team
- Create and maintain strong and positive relationships across all client On Site Solutions (OSS) service lines
- Support to EMEA sites as needed
- Raise, review and approval of permits
- Building Users\’ Experience & Engagement
- Communication across all building\’s users and senior on-floor stakeholders on all client On Site Solutions (OSS) activities taking place that have a business impact
- Users\’ engagement and support across all divisional spaces
- To actively support and facilitate divisional initiatives as needed and requested
- Point of escalation for the building\’s occupants with any client On Site Solutions (OSS) operational queries/issues (PTC, London)
- Vendors & Contractors Management
- Vendors support from a client On Site Solutions (OSS) perspective of ad hoc services available in clients site
- Facilitating/ managing vendors// contractors\’ access to PTC
- Client One Site Solutions (OSS) support for ad hoc requests
- Management of vendors/ contractors (and budgets) in line with client service delivery expectations
- Oversee outputs from vendor working to improve and manage the end-to-end process, agree formal service levels, review the Visitor journey / experience
- Events & VIP Visits
- Management of requests for FM service delivery for events taking place in PTC
- Encourage collaboration and cooperation across all vendors/ teams
- Coordinating necessary FM & Engineering activities with CBRE operational/ management teams to ensure effective \’joined up\’ delivery of services
- Requesting quotes, managing, and gaining approvals for ad hoc FM and Engineering services that entail costs
- Raising FM POs according to costs occurred and tracking to budget
- Closely work with hospitality and events teams to resolve any operational FM/ Engineering issues across conference centre and hospitality spaces
- Collaborating with hospitality/ events team on building new processes and procedures spanning across all vendors/ spaces
- Workplace Strategies & Team Management
- Actively driving projects from inception to final delivery ensuring an experience project is delivered to its full potential
- Managing the team\’s budget and working with the finance team to ensure compliance and saving opportunities
- Identify gaps and implementation of new procedures/ protocols across spaces – add to other
- Oversight and point of escalation for any divisional workspace query or issues arising within these spaces
- Provide support and facilitate Real Estate ad hoc requests across workspaces
- Leadership and management of the of the CBRE One Site Solutions (OSS) team
Essential
Education
- Degree level or equivalent
- Basic H&S training
Skills
- Strong Customer Service background with previous experience in 4/5 star Hospitality/FM industry
- Passionate about customer service and keen to develop FM knowledge
- Firm understanding of delivering exceptional customer service
- Diplomacy in a demanding, fast-moving customer focused environment
- Ability to interact successfully at all levels of seniority within client account/the firm
- Excellent communication skills
- Excellent Microsoft Office skills i.e. Excel and Powerpoint
- Experience in managing budgets
- Proactive, self-motivated energy with a positive can-do attitude and friendly demeanour
- Flexible, team orientated and good organizer
- Proficiency to follow up on multiple issues/queries simultaneously
- Good Health and Safety knowledge
EQUAL OPPORTUNITIES
We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
ABOUT CBRE
CBRE is the world\’s leading commercial real estate services firm with offices located around the globe. CBRE currently employs roughly 80,000 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.
Workplace Experience Manager (Hospitality Lead) employer: CBRE
Contact Detail:
CBRE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workplace Experience Manager (Hospitality Lead)
✨Tip Number 1
Familiarize yourself with the latest trends in workplace experience and hospitality management. Understanding how to enhance user journeys and client satisfaction will set you apart as a candidate who is not only qualified but also passionate about the role.
✨Tip Number 2
Network with professionals in the facilities management and hospitality sectors. Attend industry events or join relevant online forums to connect with people who can provide insights into the role and potentially refer you to opportunities at CBRE.
✨Tip Number 3
Demonstrate your problem-solving skills by preparing examples of how you've successfully managed operational issues in previous roles. Being able to articulate your experience in handling challenges will show that you're ready for the fast-paced environment at CBRE.
✨Tip Number 4
Research CBRE's values and recent projects, especially those related to sustainability and client engagement. Tailoring your discussions around these topics during interviews will show your alignment with the company's mission and your commitment to enhancing workplace experiences.
We think you need these skills to ace Workplace Experience Manager (Hospitality Lead)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Workplace Experience Manager position. Make sure you understand the key tasks and responsibilities, as well as the skills required. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasize your background in customer service and hospitality management. Provide specific examples of how you've successfully managed teams, improved client satisfaction, or overseen vendor relationships in previous roles.
Showcase Your Skills: Make sure to showcase your strong communication skills and proficiency in Microsoft Office, particularly Excel and PowerPoint. Mention any relevant certifications or training, especially in Health and Safety, to demonstrate your commitment to compliance and quality.
Craft a Compelling Cover Letter: Write a personalized cover letter that reflects your passion for customer service and your proactive approach. Use this opportunity to explain why you're excited about the role and how you can contribute to enhancing the workplace experience at CBRE.
How to prepare for a job interview at CBRE
✨Showcase Your Customer Service Skills
As a Workplace Experience Manager, your ability to deliver exceptional customer service is crucial. Prepare examples from your past experiences in the hospitality or facilities management industry that demonstrate your commitment to client satisfaction and how you handled challenging situations.
✨Understand the Role of Collaboration
This position requires working closely with various stakeholders. Be ready to discuss how you've successfully collaborated with different teams in previous roles, especially in managing vendors and contractors. Highlight your experience in fostering positive relationships across departments.
✨Demonstrate Problem-Solving Abilities
The role involves addressing operational issues and providing solutions. Think of specific instances where you identified problems and implemented effective solutions. This will show your proactive approach and ability to think on your feet.
✨Familiarize Yourself with Relevant Legislation
A solid understanding of health and safety regulations, as well as sustainability practices, is essential. Brush up on current legislation related to facilities management and be prepared to discuss how you have ensured compliance in your previous roles.
