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Deputy Workplace Services Manager

London , United Kingdom

Ref#: 9677247684

Date published: 27-Feb-2020

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CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. Designed to complement CBRE’s occupier and landlord service offerings, the Host mission is to create and scale people-led, technology-enabled services that increase individual well-being, personal productivity and organizational effectiveness. Put simply: our goal is to help people work smarter and delight in doing it.

The Host program is committed to making the office the desired destination to do great things. CBRE Hosts proactively activate the workplace, responding to a wide variety of on-site requests and creatively exceeding expectations. Our teams anticipate and tackle challenges before they arise to make it easier and more fun for individuals to do the work they were hired to do. The heart of a broader service model, Hosts interface across the organization and integrate with all other workplace services to deliver seamless operations and inspiring experiences.

We are recruiting a Deputy Workplace Services Manager to join the team located in London. The individual will be responsible for the day to day operation of Front of House services, meeting rooms and colleague floors within the account’s site buildings, ensuring the highest standard of welcome and onward experience for all users, and that these are aligned with the client’s business needs, goals and objectives.

Role Summary:

Manage a team of supervisors and Host ambassadors, responsible for Front of House, Meeting and Events and Workplace Experience, across 3 sites
Conduct listening exercises to better understand client needs; develop performance indicators, rhythm of business and methodology for performance management and continuous improvement
Develop or advise in development of resources and materials needed to facilitate change management associated with all in scope workplace services programs
Provide formal supervision to individual employees within single functional or operational area; approve subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination 
Prepare and deliver performance appraisal for staff; mentor/coach team members to further develop competencies and lead by example and models behaviours that are consistent with the company's values
Co-ordinate staffing rotas always ensuring best use of resources - plan and monitor appropriate staffing levels and utilization of labour, including overtime
Demonstrate the Host values of leadership and great customer service reflecting a warm, friendly professional greeting to all
Coach the team through training and developmental sessions on topic such as great customer service, handling difficult situations, attention to detail etc
Research, gather and comply data and information for monthly and other reporting purposes; update/maintain files and records when required to do so
Track service levels and KPI’s with respect to room utilization, meeting sizes, visitor bookings, audio visual requests, work orders etc
Oversee meeting and events bookings for all account’s locations with respect to appropriate planning, co-ordination and client liaison, ensuring a seamless experience for all participants whilst troubleshooting and resolving complex client enquiries, following up to ensure satisfaction
Work closely with AV/Meeting & Events technicians for larger events, overseeing activities as necessary; assist with set-up of AV equipment and first-line triage if required
Liaise as necessary with catering provider with respect to catering requests for meeting and events; secure approval for catering expenses, review invoices and arrange billing to appropriate business unit or department
Manage delivery of workplace services (Blue Work) for the account including workplace coaching and onboarding, office supply management, moves, adds and changes, furniture management and space re-set
Regularly carry out checks of reception, conference suites and colleague areas, ensuring all are maintained to the required standards; work as part of the operational team delivering services to building occupants and guests when required to do so
Support building tours, new employee orientations, and provides information and guidance to employees on building service; respond to building user requests around Workplace Experience services
Follow security procedures for the building and responds to emergency situations in a calm and efficient manner
Require in-depth knowledge of financial terms and principles with ability to calculate complex figures, forecast and prepare budgets; conduct financial/business analysis including the preparation of reports
Warm and engaging demeanour with ability to assess circumstances, empathize and offer help
Perform other duties that may be required from time to time
Experience Required:

A minimum of 5 years’ experience of people management and related experience (e.g. Front Desk, Concierge, Hospitality, Room Management or Customer Services roles) is essential
Demonstrated ability to deploy and maintain a consistently high quality of service at scale; embody the hospitality culture of Host service model
Excellent writing and verbal communication skills
Personable and collaborative with a track record of working successfully across teams whilst being responsible for setting department deadlines
Warm and engaging demeanour with ability to assess circumstances, empathize and offer help
Ability to comprehend, analyse, and interpret the most complex business documents - write reports, manuals, speeches and articles using distinctive style
Ability to respond effectively to the most sensitive issues
Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups
Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results

About CBRE Global Workplace Solutions:

As one of the business units in CBRE, Global Workplace Solutions provides end-to-end services across the complete lifecycle of the workplace, helping to improve business operations and reduce cost. As a one-stop solutions provider with a broad array of long-term customers and customized services, Global Workplace Solutions has delivered US$3 billion in savings to customers over the past ten years.

CBRE Group, Inc., a Fortune 500 and S&P 500 company headquartered in Los Angeles, is the world’s largest commercial real estate services and investment firm (in terms of 2014 revenue).  The Company has more than 70,000 employees and serves real estate owners, investors and occupiers through more than 400 offices worldwide

Application Process:

Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.

No agencies please.

Please note: The job title shown above may be different to local job titles used in our business and issued on any contract of employment.