Facilities Manager (Workplace Experience)

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Facilities Manager for one of our clients in the technology sector to join the team, focusing on a significant HQ Trophy Asset in the Centre of London. The successful candidate will be responsible for the day-to-day operational delivery of all FM services, ensuring the environment reflects our innovative culture and provides a world-class experience for all employees and visitors.

The role will ensure the operational proficiency in managing the site, delivering a full range of FM services: soft and hard services, minor assignments, optional services, energy & sustainability and small projects. We are seeking an experienced and dynamic Facilities Manager to execute the day-to-day Workplace Experience strategy and operations for our prestigious, large-scale London Headquarters. This role is pivotal in ensuring our clients' prestigious and world renowned environment provides a world-class, 5-star experience for all.

The ideal candidate will bring strong experience in creating and supporting five-star, luxury service environments, specifically drawing from the hospitality sector, such as high-end hotels or globally recognised venues. This role demands a proactive, detail-oriented leader who can merge high-level service standards with corporate operational efficiency to create a truly exceptional workplace.

• 5-Star Workplace Experience Execution
  • Implement the comprehensive Workplace Experience strategy, leveraging best practices from the luxury 5-star hotel industry to ensure all touchpoints exceed expectations.
  • Lead and inspire the on-site facilities team to consistently deliver service levels comparable to a leading luxury hotel.
  • Monitor and report on key performance indicators (KPIs) focused on employee satisfaction, service quality, and operational efficiency.
  • Execute bespoke service protocols for VIP guests, executives, and internal events, ensuring flawless delivery every time.
  • Support the operational team in the launch and mobilisation of a trophy asset.
  • Deployment of Workplace Experience training.
• Operational Excellence
  • Oversee all aspects of facility management operations on site, including mail services, soft services, and cleaning services, ensuring operational effectiveness and compliance.
  • Manage the site operational budget and control site-level costs, driving efficiencies without compromising the quality of the workplace experience.
  • Oversee and Manage the Front of House operations creating an authentic and service centred culture.
  • Work alongside your Facilities Manager peer leading on overall FM delivery and contractual requirements.
  • Manage vendor and supply partner relationships for the site, ensuring all external service providers adhere to the highest standards of quality and service professionalism.
  • Implement a continuous improvement program for the site, soliciting feedback and using data to refine service offerings and improve the physical environment.
• Stakeholder Management and Communication
  • Serve as a key point of contact for internal stakeholders regarding physical environment and workplace experience.
  • Collaborate with People Teams, IT, and other internal departments/Service Pillars to ensure the workplace supports business objectives and employee well-being initiatives.
  • Effectively communicate service performance, updates, and operational metrics to stakeholders through regular reports.
  • Create a customer responsive culture providing solutions.
  • Ensure customer satisfaction is maintained at the highest level by providing a high quality and proactive service.
  • Support the achievement of account savings glidepath and strategic development plan.
  • Provide best practices along with an effective and efficient service in response to changing customer needs.
• Commercial Acumen
  • Support the financial planning and cost controls for the on-site operations.
  • Ensure the planning arrangements are in line with forecast/s and profit targets for the site.
  • Able to challenge and improve all aspects of cost and performance of the site business.
  • Ongoing development of the relationship with client and their teams on site to ensure full understanding of the clients' needs.
  • Maintain open, professional relationships with the client's supply partners.
  • Meet KPIs and contractual obligations for the site.

Experience Required

• Minimum of 5 years of progressive experience in facilities management or senior operational roles within high-end service environments.
• Demonstrable experience in a 5-star or luxury hotel environment or similar (Assistant General Manager, Guest Relations Manager, or similar managerial role) is a strong requirement.
• Experience must include strategic input on guest experience and service design.
• Proven track record of managing a large, complex physical facility (e.g., a large hotel, corporate campus, or luxury residential tower).
• Experience managing operational budgets and coordinating capital improvement projects.
• Networked in the Hospitality Industry or Workplace Experience sectors.

Skills and Competencies

• Exceptional leadership and people management skills with a passion for service excellence, managing a team of on-site staff and vendors.
• Superior communication and interpersonal skills, with the ability to engage and influence stakeholders at all organizational levels.
• Strategic thinker with a hands-on, detail-oriented approach to execution.
• Deep understanding of health, safety, and compliance regulations relevant to large commercial properties in the UK.
• Proven leader who motivates teams to effectively deliver operational targets.
• Hands-on general management experience in delivering services and profitability in an FM arena.
• A good understanding of contracts and negotiations with strong organisation and communication skills.
• Highly customer focused, with good Customer Relationship Management experience.
• Combination of a bachelor's degree in engineering, business, real estate and/or operational experience in facilities management. Master's degree also desirable.
• Skilled communicator and presenter in small and large groups.