Workplace Experience Manager

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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.