Workplace Experience Manager (Hospitality Manager)

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The role: Guest Relations Senior Executive

The purpose of our Guest Relations Senior Executive role is to act as the key catalyst in delivering, as an individual and through their team, an exceptional workplace experience and is focused on the entire workplace journey for our colleagues and customers alike. It's about detail, best practice, knowing what good looks like and then raising the bar.

Developing and driving an enhanced culture of service excellence within the customer location in order to enhance the brand to internal and external stakeholders. Monitor successes of the workplace experience and positively shape and adjust to meet the customer's needs then proactively anticipate all stages of the customer journey. Providing daily leadership, management and development of the agreed CBRE contract with the client. Ensuring financial and operational commitments are met and exceeded across your building. This role reports into the EMEA Workplace Experience Director.

Key responsibilities are as follows:

Delivery of an exceptional integrated service:

leading the team guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition and reward. Enabling the team to effectively manage all business requests and enquiries to exceed expectations in all areas.

collaborating with our strategic partners to ensure a comprehensive customer experience combined with an enhanced service delivery.

Operation Detailed task

• Work on the reception desk or client floor when required, overseeing the day-to-day reception, catering, and audio visual / equipment functions within Guest Relations.
• Event Management - delivery of events from the initial booking, lead up and on the day.
• Manage the Meeting Room Booking System - ensuring all bookings are entered to the required standard.
• Provide strong, measured leadership to ensure that contractual commitments are met and exceeded.
• Provide guidance and support for the team. This includes complaint handling, feedback management, standards, and client service delivery.
• Conduct regular floor walks around the meeting rooms to ensure they are maintained to the established standards.
• Be pro-active in reviewing operational processes, revising as required to meet client demands.
• Have an understanding of finance and management of Profit and Loss Accounts (P&L) for the operations, ensuring a cost-efficient service in all areas (without impeding the customer experience).
• To ensure that the team are fulfilling their 'floor manager/ambassador' responsibilities; ensuring that meeting rooms & customer/colleague areas, bathrooms are fully functioning, clean, tidy and well cared for - consistently across the building. Thereby enabling building users to focus on their core business.
• To ensure there is a pleasant and positive working environment for client business users with hosts who are available and accessible within the building.
• To build relationships with Senior client customers - staying close to their work-related needs and to arrange meetings as required to showcase new/innovative service improvements.
• To be proactively visible in all areas of the building (customer and colleague spaces).
• To communicate effectively and appropriately - using verbal and written channels in both initiative taking and reactive instances with colleagues and the customer experience team and all other stakeholders
• Working with other managers on the client account and within your Business Unit to ensure collaborative development of the business, effective teamworking, and sharing best practice ensuring national consistency.
• Ensure appropriate contract review, audit and control systems are in place to ensure statutory, policy and contractual commitments are met.
• Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts and CFU's.
• Ensure optimum staffing structures operate across contracts, balancing cost reduction with the delivery of service excellence. Ensure structures support peaks and troughs in workload, and disaster recovery.
• Build a robust succession plan for the team, using management development programmes and local development activities to ensure ready and able candidates are always available.
• Ensure staff rosters are meeting the operational demands of the business.
• Assist with the recruitment of Guest Relations members.
• Assist with performance reviews as well as probationary period meetings with Guest Relations team members.
• Develop an exceptional partnership partner and client colleagues to deliver and improve appropriate workplace environments collaboratively.
• Ensure the provision of healthy and safe working conditions and that both the customer and Company health and safety policy and process is effectively implemented across both CBRE and subcontractors' activities and is regularly reviewed.

Health and Safety

• Ensure strict compliance with client & company WHS policies.
• Report all incidents within specified time limits to Senior Manager
• Where applicable, induct vendors to site specific situations and keep records.
• Conduct comprehensive and effective work safety and risk mitigation procedures (SWMS etc)
• Actively demonstrate commitment to WHS
• Ensure appropriate resources are available to manage WHS issues.
• Overall responsibility for WHS performance
• Ensure all staff are inducted on company OH&S policies.
• Ensure all staff have completed the basic training OH&S modules.
• Ensure client OH&S policies are fully implemented and ensure minimum CBRE requirements are met.

Key Behavioral Competencies

Communication

• Conveys complex messages confidently to people at all levels.
• Adjusts communication to meet the needs of the audience, considering structure, language, style tone and medium.

Persuading & Influencing

• Draws on previous experience and the expertise of others to gain commitment to a course of action.
• Presents counter arguments confidently even when dealing with more senior colleagues.
• Negotiates to achieve 'win - win' outcomes.

Relationship Building

• Anticipates the needs of others and adapts own behavior to build stronger relationships.
• Leverages internal and external networks.
• Encourages relationship building between team members.

Leading and Coaching

• Provides direction for people projects and/or processes.
• Identifies strengths and development needs of individuals.
• Delegates tasks and responsibility while providing support.
• Coaches, mentors and encourages others and supports their career development.

Achievement Drive

• Steps outside comfort zone and actively seeks and embraces new challenges.
• Reviews and adjusts own and team goals to ensure they provide challenge.

Tenacity

• Maintains own focus and encourages a task focus and positive morale in team members during periods of acute pressure.
• Focuses others on how to move forward rather than dwell on the past

Flexibility

• Promotes the benefits of change and maintains the change process.
• Responds positively to diverse viewpoints and incorporates different perspectives into decision making.

Improvement Focus & Innovation

• Leverages ideas from other internal projects and businesses to implement in own area.
• Proposes innovative ideas and approaches to improve the work of others.

Strategic Thinking

• Reconciles between immediate needs and longer-term impact when making decisions.
• Takes responsibility for implementing strategic plans.

Planning

• Creates, manages and monitors detailed project plans which may include scope, responsibilities, time limits and/or budget.
• Develops and implements contingency plans.

Quality Focus

• Encourages team members to produce high quality work and exceed client expectations.
• Monitors the implementation of policies and procedures.
• Takes responsibility for the quality of the work of others.

Analytical & problem solving

• Recognizes and diagnoses emerging problems, escalating to Senior Manager
• Generates a range of pragmatic solutions, identifying the strengths and limitations of each, reducing risk, and maximizing returns.
• Guides problem solving within the team and questions the feasibility of suggested solutions.

Decision Making

• Takes ownership, implements and considers impact of decisions made.

Client & Market Understanding

• Possesses and in-depth knowledge of clients' businesses and shares client knowledge within the team.
• Looks beyond clients' stated needs to uncover their underlying requirements.
• Thinks through the implications of external market activity on their clients' businesses.

Risk Management

• Focuses the team on the importance of risk management.
• Successfully manages the reception requirements for the day-to-day operations

Relations Department

• Maintains the established ambitious standards within Guest Relations ensuring all client needs and/or requirements are met.
• Successfully completes set objectives and manages ongoing tasks.
• Proven ability to lead / manage the Guest Relations team in alignment with clients goals, values, and objectives.

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.