Workplace Experience Coordinator

About the Role:

As a CBRE Workplace Experience Coordinator, you'll be responsible for delivering a world-class customer service experience to employees and guests of a designated building.

This job is part of the Workplace Experience function. They are responsible for providing world-class customer service to the clients and visitors of a designated building. As a Hospitality team member, you will be responsible to ensure that customer satisfaction is maintained at the highest level by providing a high quality and pro-active service in the client’s facility. To ensure effective communication with client associates, guests, peers, and management at all times.

This role provides a professional, engaging, and interactive first point of contact for the client associates and guests with any operational queries/issues they may have.

This position will:

• Develop and maintain client facing relationship while continuing to deliver an exceptional experience to client associates as well as guests coming to the office.

• Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors.

• Ensure bespoke service delivery of all Front of House facilities services throughout the office space.

• Act as the interface between all vendor operatives who provide an on-floor service for our customers associates and visitors, ensuring a seamless service delivery.

• Perform duties to maintain the GS /GWS standards whilst delivering a high level of personal client engagement.

• Continuously monitor and audit all designated client areas, including office floor and non-bookable meeting rooms, ensuring they are ‘fit for business.

Key Accountabilities & Deliverables:

Issue prevention and resolution:

• Carry out inspections of designated areas (TBC frequency and exact areas), record and proactively report issues and defects to the facilities helpdesk.

• Maintain ownership and proactively manage all issues in conjunction with the wider FM team.

• Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner.

• Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations)

Key divisional admin engagement/on-floor presence:

• Maintain regular contact with on-floor client contacts and building occupants, developing business relationships, and monitoring customer perception and satisfaction to feed back to the Hospitality Manager and CBRE Facility Manager

• Continually review and improve customer service to feed back to the Hospitality Manager - through a feedback system (TBC)

• Anticipate associate and guest needs before they arise to enhance and personalize their experience.

Health and Safety:

• Ensure all staff maintains safe working practices through implementation of company and client Health & Safety Standards

• On-floor support for BCP and emergency situations

• Report hazards and safety observations

• Work closely with CBRE health and safety officer to conduct regular inspections

High profile areas:

• Provide a physical and personal presence in all building areas where scheduled external and internal client events are taking place, ensuring event areas are meticulously maintained.

• Assist with visitor management, including coordinating key client visits end to end, meeting and escorting where appropriate.

• Check local Vending Areas to ensure adequate visitor cups are available - liaise with Vending Team

Client spaces:

• Proactively support and work with the onsite facilities team in preparation for client events, including room/event set ups and other tasks as directed.

• Ensure that all areas are ‘fit for business’, both functionally and aesthetically

• Facilitate usage of non-bookable rooms, including inspections to ensuring that the room is ‘fit for business’, ready for the next client (liaise with other vendors to ensure room is fit for purpose)

• Monitor the Workspace Experience Mailbox requests to ensure follow up and tracking.

• New hire and induction On-Site Tours - coordinate overall schedule, survey associates who participate, schedule tour on Outlook Calendars, send invites to all and answer follow up questions.

• Coffee Talk Scheduling - Using outlook calendars and mailbox to schedule all associates for coffee talks and work with managers to respond to inquiries. Also schedule feedback session to gain insights and improvements for future coffee talks.

Required Skills & Experience

• Awareness of FM & Hospitality services

• Strong Customer Service background with previous experience in 4 / 5-star Hospitality services industry

• Passionate about customer service and keen to develop FM knowledge.

• Firm understanding of delivering exceptional customer service.

• Acute eye for detail and service standards with excellent communication and influence skills (written and verbal)

• Diplomacy in a demanding, fast-moving customer focused environment

• Excellent communication skills

• Smart and well presented at all times.

• Proactive, self-motivated energy with a positive can-do attitude and friendly demeanor

• Flexible, team orientated and good organizer.

• Proficiency to follow up on multiple issues/queries simultaneously.

• Good Health and Safety knowledge

• Possesses a good command of the English language.