Workplace Experience Lead

3 months ago

Almondsbury, United Kingdom CBRE Full time

**Role**

Responsible for the Customer/Client Experience in our clients Bristol (Aztec West) Office. Providing a seamless and integrated service for the client, ensuring an excellent and professional manner and all front of house areas operate a high-quality service at all times.

**Key Responsibilities**
- To greet clients and visitors, to ensure that all Workplace Experience Hosts maintain the desired level of customer experience. Exceeding expectations on a regular daily occurrence.
- Provide an exceptional Customer Service experience to the client and their guests, acting as a single point of contact for any escalations that the Workplace Experience hosts may have.
- To ensure that the Workplace Experience Hosts, maintain an efficient guest registration and host notification with the ability to remember guest names and faces, assist guests with e-registration.
- To daily monitor that your team are explaining H&S/Evacuation procedures to each guest and non-resident visitors on arrival to site.
- To maintain a presence around the front of house area and office area, ensuring a positive interaction with building users in all areas. Making sure your team are carrying out the meet and greet on a daily basis, particularly at peak times.
- Ensure that all absences from the reception desk are managed so that the desk is never left unattended during operational hours.
- Lead on ESG initiatives and community engagement
- Completion of the daily activity spreadsheets and shift checklists to promote the running of an efficient reception service.
- Book taxis and cars for staff and visitors as required from the approved site suppliers.
- Administer the bookings for meeting rooms and inductions if required
- To be competent and confident in the use of a range of relevant IT systems.
- To proactively assist guests with luggage on their arrival at the building, providing receipt tags for all items stored.
- To undertake general team administration duties for the Facilities Management operation as directed.
- To take ownership for the visual standards of the entire reception, hospitality and site meeting room areas and all related areas that impact on the Customer Experience.
- Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables.
- Assist Security and Travel Planner with issues related to access cards and parking
- Coordinate use of visitor parking managing expectations
- Prompt and professional answering of telephone calls, taking messages and transferring of calls and information as required
- Replenishment of front of house refreshments and checking of the standards in the area
- Coordinating meeting room and hospitality bookings and liaising with our caterers if required
- Maintaining and ordering stationery for front of house
- Assistance with Audio Visual Equipment set up within the conference suite and meeting rooms if required
- Providing health & safety information for new starters
- Assist in the QHSE activities, such as Weekly Floor Walks, Hazard Reporting, championing QHSE culture and providing support when necessary to the wider team
- Be aware of and work to contractual service levels and key performance indicators
- Be innovative and strive for continuous improvement
- Be the ambassador for the account, by taking pride in personal appearance and ensuring that the appropriate corporate uniform is worn at all time.
- To co-ordinate building events and delivery of health & wellbeing initiatives through the relevant teams
- To liaise with key stakeholders to organise and celebrate key seasonal events for building users
- To help build a directory of building concierge type services
- To carry out any reasonable request from management

**Please note that Security Clearance is required for this role**

**Monday - Friday. 40 hours per week. 7am - 4pm**

**Job Types**: Full-time, Permanent

**Salary**: Up to £32,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

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