Workplace Experience Host
CBRE Local UK
CBRE Global Workplace Solutions (GWS) delivers integrated facilities and workplace solutions that enhance employee experience and support business performance.
Job Title:
Workplace Experience Host
The Workplace Experience Host plays a key role in creating a world-class workplace experience, delivering exceptional customer service and supporting employees, visitors and clients through every interaction.
Role Summary:
- This is a rotational role where you will perform a variety of customer-facing duties on a weekly basis. Exceptional service delivery, strong communication skills and a people-focused approach are critical to success in this position.
- The role is responsible for creating a world-class first impression of the organisation, upholding CBRE Host values and carefully guiding customers through key workplace moments. The successful candidate will embody service excellence and deliver positive, memorable experiences across all areas of the workplace.
- Support the CBRE community onboarding process, including new employee orientation, training support, workflow assistance and first-day orientation activities
- Uphold workplace etiquette and maintain exceptional presentation standards across reception areas, conference rooms, cafés, office floors and communal spaces
- Proactively liaise with building operations and housekeeping teams as required
- Reinforce workplace culture and community by creating meaningful connections between individuals and the organisation
- Create memorable customer experiences through proactive service and personalised interactions
Ground Floor Reception Duties
- Provide a world-class front-of-house service
- Welcome employees and visitors with professionalism and positivity
- Display excellent building knowledge and provide support with local information
- Respond promptly and professionally to telephone calls
- Monitor and manage the reception inbox using appropriate email etiquette
- Process messages accurately using email and Microsoft Teams
- Respond to room booking requests, hospitality enquiries and general building queries
- Maintain a clean and professional reception environment
- Liaise with Security and Maintenance teams regarding building health and safety matters
- Support visitors with visitor management technology and systems
- Issue room booking and hospitality confirmations
- Support colleagues and team members as required
Client Suite Reception Duties
- Manage the client suite on a day-to-day operational basis using a concierge-style approach
- Deliver a seamless and stress-free experience for all visitors and guests
- Complete daily maintenance and cleaning checks
- Provide first-line AV support and ensure all IT equipment is operational
- Maintain cleanliness and presentation standards throughout the client suite
- Prepare and deliver hospitality services including refreshments
- Carry out room set-ups and room resets
- Respond to incoming emails and calls using appropriate etiquette
- Maintain pantry and storage areas
- Manage and record stock levels
- Oversee cloakroom facilities
- Support colleagues and team members as required
Workplace Experience Duties
- Take ownership of office floors and surrounding workplace areas
- Embrace and demonstrate CBRE Host values
- Complete daily floor checks to ensure all areas are prepared for the working day
- Collaborate with IT, Maintenance, Cleaning and Helpdesk teams to proactively resolve issues
- Manage stock control within copy hub areas
- Report health and safety observations
- Complete weekly and monthly operational tasks
- Respond promptly to workplace requests from the building community
- Support workplace standards, including clear desk policies
- Support colleagues and team members as required
Post Room Duties
- Monitor and manage the Post Room inbox
- Maintain stationery cupboards and supplies
- Provide courier services in line with site procedures
- Process incoming and outgoing mail and parcels
- Maintain records of outgoing deliveries
- Utilise parcel lockers and notify recipients accordingly
- Provide mailroom support throughout the working day
- Report maintenance and cleaning issues
- Respond to ad hoc requests
- Support colleagues and team members as required
Events Duties
- Monitor and manage the Events inbox
- Liaise with Catering, Maintenance, Security and Cleaning teams regarding event requirements
- Coordinate event setup and breakdown activities
- Maintain event documentation and tracking spreadsheets
- Provide weekly and monthly updates to management
- Send event-related communications and follow-up correspondence
Experience Required:
- Ability to comprehend and interpret instructions, correspondence and operational procedures
- Strong verbal and written communication skills
- Ability to respond professionally to client, colleague and management enquiries
- Ability to present information effectively to internal teams and larger employee groups
- Intermediate proficiency in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, OneNote, SharePoint and Visio
- Comfortable using new technologies, digital tools, applications and workplace systems
- Results-oriented with a passion for delivering exceptional service standards
- Strong customer focus with the ability to build and maintain effective relationships
- Ability to establish measurable goals and take ownership of responsibilities
- Degree or further education qualification preferred
- Previous experience within Front Desk, Concierge, Hospitality, Room Management or Customer Service environments preferred
- Minimum of 1-2 years' relevant experience preferred
DISCLAIMER
This job description is intended to outline the general duties and responsibilities of the role. It is not an exhaustive list and may be amended to meet business requirements.
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