Real Estate & Property

Workplace Services Ambassador

Full Time

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Services Ambassador to be based in London.

Role Summary:

Facilities Management

Act as the ‘go-to-person’ for directions, assistance, and amenities in the building

Provide continued oversight and availability to visitors, clients, and employees to react and resolve any issues that may arise

Provide on floor support for bcp and emergency situations

Generate and maintain strong client relationships across the floor through open and consistent communication

Be an advocate for innovation, recommend enhancements to the workplace and look for opportunities to improve collaboration

Make decisions, guide behaviour, and escalate issues

Liaise with senior stakeholders to ensure the floor is running efficiently and receive qualitative feedback from these individuals

Maintain up-to-date workplace Ambassador files (orientation, signage, etc.) in a central repository, i.e., SharePoint

Work on special projects i.e., Playbooks, Integrated SOP’s, V.I.P Visits, Observational studies/data collection

Hospitality Management

Build a sense of community and purpose

Participant on divisional catch ups and activities as requested

Maintain open communication with all visitors, clients and employees on the floor including regular updates and follow ups, except for the visitors

Support with tours of the floors explaining the facilities available

Assist individuals to find a workstation

Proactively reach out to visitors to prepare them for the experience (e.g., finding a seat, pull printing, headsets, drawers)

Allocate personal lockers to clients once assigned by GS

Support internal divisional moves through presence and locker allocations

Aware of all important on-floor meetings and events and checks to make sure set-up and space is ready in advance and make sure it runs smoothly; and inspect non-bookable and bookable rooms throughout the day

Assist with end to end, meeting and escorting of E.O. visits

Workplace Management

Manage floor aesthetics and organization and ensure that quality of the floor does not degrade over time

Ensure the floor is pleasant in appearance and functional

Be the champion for clean desk policy/guidelines and work with stakeholders to actively manage the policy/guidelines

Provide management of lost and found items

Reset desks and conference room set-ups to make sure they are “set”; encourage meeting room etiquette

Manage locker space for individuals and departments

Conduct regular cleanliness and standards inspections in line with PMS

Conduct FM inspection

Stationary point management and restocking

Internal office mail pickup and delivery to recipients/centralised point

Hygiene Management

Continually audit cleanliness of floor and address issues immediately

Make changes to cleaning schedule/routine to address repeated issues/areas

Arrange periodic “clean-up” days if required (WEP Programme)

Amenities Management

Submit CSRE and technology helpdesk ticket for issues identified, and update signage

Call out repeat issues and work with CSRE to address with long-term solution

Actively manage list of outstanding tickets not resolved on the same day

Always observe health and safety guidelines, ensuring use of safety signs and barriers; – All CBRE H&S training will be provided and tracked

Monitor on floor temperature, and escalate issues via correct process if needed

Bicycle Parking Facilities

Provide bicycle parking management, including: Amenities, lost property, registration, RFID tag delivery and client communication and customer service

Security and Fire Safety

Ensure the adequate and timely reporting to OGS on operational and exceptional matters the WPA shall provide escalation calls to the Security Control Room (phone number removed) and ad hoc written reports on request for but not limited to Security related issues, Lift entrapments that involve GS persons, Fire alarm activation Infrastructure failures and Security system failures

As required, coordinate building evacuation drills with the Landlord

Ensure a good working relationship is developed and maintained between the WPA and the Landlord’s security guarding vendor manager/supervisor

Take passport-style photo of new hires using Orbit Drive, to share with the Pass Office security team in London

Take receipt of new cards couriered from the London Pass Office, for distribution to the end users

Respond to all reported system failures and faults according to the priority of a) security implications and b) location, as outlined in guidelines detailed by the Office of Global Security

Experience Required:

Awareness of FM & Hospitality services

Strong Customer Service background with previous experience in 4/5-star Hospitality services industry

Confident and passionate about customer service and keen to develop FM knowledge

Firm understanding of delivering exceptional customer service

Acute eye for detail and service standards with excellent communication and influence skills (written and verbal)

Ability to successfully multitask and able to adjust tasks in accordance with changing deadlines and priorities in a high-pressured environment

Smart and well always well presented

Proactive, self-motivated energy with a positive can-do attitude and friendly demeanour

Must have a flexible approach to work, team orientated and good organizer

Proficiency to follow up on multiple issues/queries simultaneously using problem solving and critical thinking techniques

Good Health and Safety knowledge

Numerate with a high degree of computer literacy