Workplace Experience Host

Company Profile

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Reception / Workplace Coordinator

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Reception / Workplace Coordinator to join the team located in Newcastle.

Role Summary:

Job objectives and responsibilities:

• To provide operational coverage on a shift basis between 07:00 and 19:00 (40 hours per week)
• This role forms part of the Workplace Services support model to enhance and improve the overall customer experience, drive consistency and quality of day-to-day services and to ensure that each individual business unit and floor is operationally ready.
• The Workplace Co-ordinator will supplement and support the role of the Regional Workplace Services Manager working collaboratively to engage with the occupants of the demised Deloitte areas to build positive relationships effective interactions and ensure timely resolution for all issues raised.
• This is a multi-functional role and may include all aspects of support to the business in areas such as front of house activities such as hospitality and reception assistance. The role will also include support in operational tasks such as mail, couriers, printing, binding, on site filing, archive services, logistics, compliance and all aspects of operation.
• The role may also include some 'basic maintenance tasks', such as the completion of non-technical PPM's.

Main duties

This role profile is a guide to the work you will initially be required to undertake. It may be changed from time to time to incorporate changing circumstances, and you may be required to be flexible and perform other duties as required by your manager. It does not form part of your contract of employment.

These core duties are subject to business needs and include but are not limited to the following responsibilities:

• To continuously monitor the 'live' condition of the demised Deloitte area and work proactively to address identified issues.
• To continuously monitor the 'live' condition of the common areas and work proactively to address identified issues.
• Any building fabric, environment or mechanical/electrical items will be directly reported to the help desk.
• Liaise daily/regularly with the Helpdesk on issue resolution and pro-actively manage customer expectation
• Management of on-floor storage, including keys
• Maintenance/management of signage
• Reset meeting rooms or Multi-function rooms following use, including ensuring stationery/marker pens are available and white boards/glass boards are clean and clear
• Support the Deloitte Paper Lite initiative and storage reduction programs offer on-floor scanning and archiving services
• Ensure Photocopier areas are continuously replenished and the area kept tidy, organised and always available.
• Manage the document requirements for site including Secure print, ordering of consumables and any scanning, business filing, courier or mail requests
• Ensure Stationery items are regularly topped up at the designated points. Collect loose items from unused desks and surrounding areas and recycle back through the stationery trays.
• Ensure a high level of cleaning standard to the floor areas paying particular attention to cleanliness of all work surfaces including tea point areas, via regular liaison with the Housekeeping team.
• Ensure consumables, including IT peripherals are available at all times on the designated floors.
• Control the flow of waste from the floor including confidential waste by regularly monitoring the receptacles provided and clearing before they become full. Liaise with the necessary facility provider in good time.
• Be prepared to receive any request from an occupant and offer a great customer experience by taking ownership of the problem until resolution. Regardless of the request, you are empowered to take action by contacting the relevant facility provider to get the job done. Your job is to keep the customer informed until completion.
• Assist with collation of monthly management information for all areas of operation.
• Assist with providing space utilisation information and completing space management checks.
• Maintain relationships with key customers on site, advise of any issues to manager in the first instance.
• Management of building services and facilities liaising closely with all service partners.
• Liaising with contractors/landlords agents on repairs and maintenance issues.
• Assist ICS colleagues in the delivery of IT services as required.
• Assist with Health and Safety compliance; this will involve collation of risk assessments, method statements, checklist, insurance certificates and other associated documentation that will demonstrate compliance.
• Ensure stock control processes are in place.
• Ensure compliance with all Deloitte ISO accreditations.
• Assist with the testing of Business Continuity plan and maintaining emergency contacts/key holders etc.
• Assist the management team as appropriate.
• Adhere to contractual KPI and SLA's and office SOP's.
• Training attendance must be complied with when required

Required Skills:

Person Specification

The post holder's main task will be the delivery of all the tasks outlined above and have hands on involvement in most issues relating to operation of a commercial office environment.

Additionally the following skills would be preferable:

• Flexibility is essential to suit the needs and working practices of the department and its internal clients.
• Place client service and team-working high on list of attributes and values.
• Capable of operating as a member of a team and work unsupervised.
• Ability to organise and prioritise workloads, together with the ability to handle deadlines and respond well under pressure.
• Sound decision-making capabilities.
• Takes pride in personal appearance and hygiene.
• Good administration and organisational skills.
• Helpful and willing "can do" attitude.
• Strong Communication skills - Proven ability to communicate effectively with a wide range of customers and service personnel at a variety of levels to achieve results including good written communication
• IT skills - PC literacy skills and ability to learn internal IT systems
• Customer Service, client focused - Strong customer services skills and customer service experience
• Problem solving - Ability to "think outside the box" when faced with issues
• Planning and Organising
• Results and Quality Focused
• Relationship building
• Self-Motivated - Proven to be self-motivated and work under pressure from conflicting deadlines
• Continuous Improvement - Proven willingness to learn new skill
• Acts with honesty and integrity

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
• Level of Authority
• The job holder will have the authority to carry out their role on a day to day basis in accordance with all prevailing company policies. The job holder will have authority to incur expenditure and to agree legally binding commitments on behalf of the company but these must be in accordance with the company authorisation limits, which are determined by the Authorisation Register

Experience Required:

• A minimum of 1 - 2 years related experience (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service roles) is preferred.
• Advanced communication skills with the ability to effectively present information to an internal department and/or large groups of employees.
• Experience in facilities management and/or dealing with suppliers/contractors beneficial.
• Ability to solve problems and deal with a variety of options in complex situations.