Concierge

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.

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 resources are 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 and escorted to their hosts in a timely manner.
• Maintain the Front of House area to an excellent standard and report any failures on the Help desk system.
• Oversee the meeting room booking process, ensuring rooms are adequately stocked with pens/pencils/papers.
• Communicate key visitors or events to the Workplace Regional Supervisor.
• Assist with preparation of meeting rooms for meetings and events, ensuring catering and refreshments are in the relevant room on time.
• Ensure meeting rooms are left tidy and clean for the next meeting.
• Liaise with the hospitality provider to ensure 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, forwarded promptly and professionally; record any messages accurately.
• Create a one‑team culture by sharing best practice and attending regular 10 at 10 meetings.
• Manage/liaise with building contractors to address work being carried out within the building.
• Understand and strictly adhere to Cushman & Wakefield procedures and protocols of the building with regards to Health & Safety and Security measures.
• Provide visitor passes for visitors and contractors.
• Undertake any additional duties or responsibilities deemed required by the business in supporting the daily operation of the business.

Qualities and Personal Attributes (Essential)

• Business Generation, Execution and Enablement: Uses knowledge of the business, along with relevant systems and procedures to support others and contribute to company and client objectives.
• Identifies opportunities to learn more about the C&W commercial environment.
• Uses all available internal resources, systems and tools to help increase team productivity.
• Uses all client contact 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 C&W 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 pursuing 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 minimise 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 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.

Equal Employment Opportunity Statement

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.