Workplace Experience Manager

\\n\\nJob Title: Workplace Experience Manager \\n \\nCBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Host to join the team located in Paddington, London.\\n\\nRole Summary:\\n \\nThis 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.

\\n \\nProvides coordination and administrative support for delivery of Workplace Services. Services include, but are not limited to:\\n\\nFront of House\\nMailroom Services\\nFloor Ambassadors\\nTeam Engagement\\nBuilding Engagement\\nStakeholder Management\\nCommunity Programmes\\nWorkplace Coaching & Onboarding\\nOffice Supply Management\\nSpace Reset\\nEvents Management\\n\\nManage and influence 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.\\nAssists 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.\\nProvides administrative support including meeting coordination, office and Workplace Experience equipment care, and supply management.\\nResponds to community requests and complaints regarding Workplace Experience services.\\nMaintains relationships with vendors that provide services and goods to the office.\\nEnsure safety standards are met by those delivery Workplace Experience services; whether CBRE employees or third-party service providers.\\nManages facilities and office requests, follow up on all request upon completion and escalate recurring issues.\\nManage office, client suite and community stock and ensure system is in place to ensure optimum levels.\\nTo maintain a professional appearance at all times.\\nSite Specific:\\n\\nHave a comprehensive plan for oversight of all the floors and the surroundings areas to ensure best Workplace Experience each day.\\nMaintain HQ – Show sites standard.\\nHost client tours.\\nOrganisation of VIP guest visits.\\nCoordinate and oversea logistics for Internal and External events, including set up, breakdown, vendor management, primary contact during events ensuring smooth communication between staff, vendors and clients.\\nPrepare and present monthly reports to the Contract Manager, including People, Operational Performance, Innovation and QHSE activities / updates.\\nCarry out quality floor checks with FM Management to ensure the daily floor checks are to the agreed standard.\\nCollaboration with IT, Maintenance and Helpdesk to ensure timely reporting and closing out of tickets and jobs.\\nReport health and safety hazards on Harbour and raise tickets to both Facilities and IT related Helpdesk.\\nTo manage time and attendance technology for the Workplace Experience Team, and monitor staff attendance and time keeping.\\nTo ensure the Workplace Experience Team rota is managed and communicated weekly/monthly covering all shifts.\\nTo lead, co-ordinate and motivate the Workplace Experience Team.\\nTo carry out interim and annual performance reviews for Workplace Experience Team members and update on Talent Coach.\\nHold regular team / one to one meetings to ensure effective communication.\\nMonitor Workplace Experience Team staff performance and take necessary action when required.\\nManage all absence requests including annual leave and sickness, and update on MyHR in line with the relevant processes and procedures.\\nEffectively recruit people for the Workplace Experience Team with the appropriate skills, abilities and attitudes to fulfil the job roles.\\nMeasure KPI's / KEI's and service standards against agreed and obligated levels.\\nReview and update Workplace Playbooks on a monthly basis.\\nCross Train Workplace Experience Team on all aspects of duties, including FOH, Mailroom Services and Floor Ambassador duties.\\nTrain and act as ad hoc cover for the Workplace Team as part of the one team approach.\\nTo maintain excellent relationships with other service partners.\\nHighlight any issues to the Contract Manager if necessary.\\nCommunication Skills:\\n\\nAbility 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.\\n\\nFinancial Knowledge:\\n\\nRequires good knowledge of financial terms and principles (Experience of working to an agreed budget)\\nStrategic and Interpersonal Skills:\\nAbility to solve problems and deal with a variety of options in complex situations.\\nAdditional Skills:\\n \\nIntermediate 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 (Ellis AI and Co Pilot), handheld mobile technologies and applications, and communications. \\n\\nResults 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. \\n\\nExperience Required:\\n \\nQualifications / Experience / Professional Memberships:\\n\\nA minimum of 2-4 years management experience (e.g. Front Desk, Concierge, Meeting Room Management, or Customer Service roles) is essential.\\nExperience in facilities management and / or dealing with suppliers / contractors is desirable