Senior Experience Coordinator, FOH #Host

☞ CBRE

View: 104

Update day: 11-06-2024

Location: London

Category: Consulting / Customer Service Restaurant / Hotel / Tourism

Industry: Real Estate

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Job content

Posted
24-06-2021
Service line
Advisory Segment
Role type
Full-time
Location(s)
London - England - United Kingdom of Great Britain and Northern Ireland
ABOUT CBRE
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry’s top brand by the Lipsey Company for 19 consecutive years and has been named one of Fortune’s “Most Admired Companies” for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year.
CBRE offers a range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.

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.

Job Title: Senior Workplace Experience Receptionist
Location: London
Role Purpose

The Senior Workplace Experience Receptionist acts as the heart of all client facing areas ensuring the warmest of welcomes to all clients, colleagues and visitors. As part of a front-of-house team, the Senior Workplace Receptionist acts as the first point of engagement with team members and visitors alike, creating a warm, supportive atmosphere that enhances the welcome experience.
The individual in this role is responsible for Client Lounge, co-working and client suite meeting rooms and other administrative tasks as assigned. Additionally, the Senior Receptionist provides day to day oversight and direction for the Reception team, guiding task priorities to align with Host service strategy and CBRE values.
Key Responsibilities

  • Provide an exceptional Welcome Experience to all CBRE guests and colleagues, providing presence and point of contact for client lounge, co-working and client suite. Ensuring a positive interaction with guests and colleagues in all areas. Full knowledge of all expected clients, colleagues, events and usage on that day.
  • Work with the FOH team to ensure the warm and efficient meet and greet of all guests and colleagues in the lobby, particularly at peak times. Ensure that all absences from the reception or coworking desk are managed so that the desks are never left unattended during operational hours
  • Coordinate, facilitate and welcome all arrivals for Client Lounge, Co-working and 7th Floor, working with the hospitality and wider workplace team to ensure areas are always immaculate
  • Provides Host Work guidance to employees and is the first escalation point expected to resolve most questions and problems. May serve as a subject matter expert to others in resolving all host problems and queries. Routine contact with stakeholders is required to obtain, clarify or provide facts and information.
  • Work closely with Meeting & Events Coordinator to ensure all bookings for space are processed appropriately. Proactively manage any on-the-day Client Lounge, 7th Floor and Coworking bookings ensuring highest level of service
  • Utilises knowledge and understanding of operational policies and procedures to create, compose and support FOH Manager with ongoing training and updating the building operations manual and host work app.
  • Serves as a central point of liaison with other functional areas and external stakeholders in resolving a variety of routine matters.
  • Performs other duties as assigned.

Person Specification/Requirements

Qualifications
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Education and Experience
  • A minimum of 3 years of Front Desk, Concierge, customer service or other hospitality experience is preferred. Experience of supervising a team an advantage

Communication Skills
  • Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to retain business knowledge to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.

Leadership
  • Comfortable meeting and engaging with new people and able to interact with internal and external stakeholders.
  • Warm and engaging demeanor. Ability to assess circumstances, empathise and offer help.
  • Financial Knowledge
  • Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

Reasoning Ability
  • Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

Other Skills and/or Abilities
  • Intermediate skills with Microsoft Office Suite, handheld mobile technologies and applications.
  • Good organisational skills. Ability to work to a flexible rotational basis within the hours of 7am – 7pm subject to office needs. Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.
  • Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.

Scope of Responsibility
  • Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
  • Safety
  • Complete at a satisfactory level all required and assigned HSE training
  • Follow all activity policies and procedures, including all HSE related requirements at all times
  • Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
  • Report any condition which you feel could result in an accident or injury and / or stop work if required

In addition:
  • Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment
  • Maintain and wear at all times required appropriate personal protective equipment (PPE) Apply appropriate manual handling techniques at all times

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.
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Deadline: 26-07-2024

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