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