Workplace Experience Supervisor
CBRE Local UK
CBRE is the global leader in commercial real estate services and investment. Through our HOST service platform, we create workplace experiences that deliver exceptional service and support to employees, visitors and clients.
Job Title: Workplace Experience Reception Supervisor
Based at 61 Southwark Street, London, the Workplace Experience Reception Supervisor is responsible for delivering an exceptional front-of-house experience whilst overseeing reception operations, workplace services and team performance. Reporting to the Workplace Experience Manager, this role acts as a key point of contact for employees, visitors and clients, ensuring a professional, welcoming and efficient workplace environment.
Role Summary:
- Responsible for performing various administrative tasks, including answering telephones and giving information to employees and guests.
- Acts as the first point of engagement for employees and visitors and creates a positive first impression of the organisation.
- Provides administrative and reception support including call handling, calendar scheduling and meeting coordination.
- Greets employees and announces clients, applicants and visitors.
- Conducts guest registration through badging software.
- Arranges escorts, visitor passes and parking validation as required.
- Assists with scheduling and preparing meeting and conference rooms.
- Coordinates meeting room setup and arranges projectors and conferencing equipment.
- Provides personal services to employees and guests including transportation arrangements, office wayfinding, refreshments, building tours and meeting support.
- Coordinates catering for meetings and events.
- Maintains the appearance of reception, conference rooms, café areas and other common spaces.
- Requests housekeeping, building and equipment services when required.
- Provides support with mail services, event management, desk booking and bike locker management.
- Assists with onboarding activities including employee orientation, equipment ordering and first-day welcome procedures.
- Provides administrative support including meeting coordination, workplace equipment care and supply management.
- Responds to workplace experience requests and complaints.
- Ensures safety standards are met by workplace experience service providers.
- Manages facilities and office requests, escalating recurring issues where necessary.
- Manages reception stock and maintains optimum inventory levels.
- Promptly and efficiently deals with telephone calls.
- Takes and passes on accurate messages.
- Greets and interacts with visitors in line with HOST standards.
- Manages room and hospitality bookings.
- Monitors the workplace environment and reports hazards and cleaning issues.
- Sets up meeting rooms in line with Playbook standards.
- Arranges hospitality and catering requirements in line with approved procedures.
- Responsible for opening and securing the pantry.
- Responds to enquiries in a prompt and efficient manner.
- Anticipates customer needs and proactively offers assistance.
- Raises health and safety concerns immediately with management.
- Handles difficult requests and complaints professionally.
- Briefs the team in preparation for VIP visitors.
- Manages team rotas and holiday administration.
- Conducts return-to-work interviews and maintains absence records.
- Trains team members and coordinates development activities.
- Monitors team performance, recognising achievements and identifying areas for improvement.
- Collects operational data and maintains spreadsheets and reports.
- Participates in regular management meetings and provides operational updates.
- Produces weekly statistics and management reports.
- Provides meeting support, including minute taking where required.
Experience Required:
- Degree or further education qualification preferred.
- Minimum of 1-2 years' experience within Front Desk, Concierge, Hospitality, Room Management or Customer Service environments.
- Experience within facilities management and/or dealing with suppliers and contractors would be advantageous.
- Strong communication skills with the ability to understand, interpret and present information effectively.
- Ability to respond professionally to client, employee and stakeholder enquiries and complaints.
- Good knowledge of financial terms and principles.
- Strong problem-solving skills and ability to work through complex situations.
- Intermediate proficiency in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, SharePoint, OneNote and Visio.
- Comfortable using digital tools, workplace applications, databases and mobile technologies.
- Results-oriented with a strong commitment to service excellence.
- Customer-focused with the ability to build strong relationships and meet customer needs.
- Demonstrates accountability, ownership and a commitment to achieving measurable outcomes.
DISCLAIMER
This job description is intended to outline the general nature and level of work being performed. It is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the role. Duties may be amended to meet business requirements.
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