Workplace Experience Receptionist
Job ID
40432
Posted
18-Nov-2021
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Administrative, Customer Service
Location(s)
Boston - Massachusetts - United States of America
Indeed Resume

Hi, we’re Host!

We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen.

As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.

With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it’s ever been.

SUMMARY

The Experience Coordinator/Technician role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate and service leader. Host uses people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and world-class customer service support delivered by employees like the Experience Coordinator/Technician.

In this role, you would provide experience services and support to increase individual well-being, personal productivity, and organizational effectiveness. As part of a “front-of-house” team, the Experience Coordinator/Technician is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all employee-facing services.

DUTIES & RESPONSBILITIES

Provides coordination and support for delivery of Workplace Services.  Services include, but are not limited to: Concierge, Reception / Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, Food Services, Parking & Commute, Bicycle & Local Shuttle, Supported Employment, Company Store, Pet Programs, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture and Cable Management, Space Reset, Entrance Screening Protocol and Workplace Onboarding.

Greets employees and announces clients and visitors. Conducts guest registration through badging software. Issues visitor passes and validate parking. Receives and directs incoming calls to appropriate parties.

Maintains awareness of the workspace. Submits janitorial and maintenance work orders as needed and/or communicate with appropriate partners to address issues. Responds to customers of behalf of other team members (e.g. Facilities or Janitorial Team).

Responds to customer requests and complaints promptly with accurate and thorough information according to the specific request. Assists with light duty adjustments such adjusting monitor arms, tightening screws on chairs, and crawling under desks to adjust cables. Assists with meeting set up, furniture reset, and delivering temporary equipment and supplies. May assist with temporary signage.

Curates and administers of the Host platform and client materials customized to meet to the full Host experience. Ensures client and company materials comply with client and company brand guidelines.

Utilizes and maintains integrity of databases, supports data entry of required reports and other digital tools associated with service delivery, as requested.

Follows security and emergency procedures as defined for the property. Responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures.

Provides support for Experience Services team as directed, including expense management, meeting coordination, equipment care, and supply management. Ensures all billings for business services are invoiced and billed as required. 

Maintains records of vendor proof of insurance and contractual documentation in place, per requirements.

Collaborates with vendors employees who provide services and goods.

Delivers orientations, such as tours of facility, how to submit a workorder, where supplies are kept and ordering procedure, amenities, and software ordering. Provides overview of Host Experience service.

Assists in the completion of the Service Business Continuity plan. 

May support coordination of moves, adds, and changes (MAC).

Performs other duties as assigned.


QUALIFICATIONS

HS Diploma or GED required.

A minimum of 1 year of front desk, concierge, customer service or other hospitality experience is preferred.

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 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.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor.  Ability to assess circumstances, empathize and offer help.

Utilize a high level of attention to detail as well as strong interpersonal skills.

Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.

Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

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

Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.

Ability to work flexible work schedules based on office needs.

Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.

Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift up to 20 lbs. and occasionally lift/move up to 40 lbs.

SCOPE OF RESPONSIBILITY 

Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.


An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.


SAFETY

1. Complete at a satisfactory level all required and assigned HSE training

2. Follow all activity policies and procedures, including all HSE related requirements at all times

3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.

4. Report any condition which you feel could result in an accident or injury and / or stop work if required

In addition:

1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment

2. Maintain and wear at all times required appropriate personal protective equipment (PPE)

3. Apply appropriate material handling techniques at all times,

4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so



NOTE: An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.

Host
Host is a service line of CBRE, the world's largest commercial real estate organization. Our mission is to increase individual well-being, personal productivity and organizational effectiveness through people-led, technology-enabled services. Put simply: our goal is to help people work smarter and delight in doing it. 

Our experience offering connects employees to their environments - via technology, amenities, and communities that matter the most. Host’s scalable product suite includes concierge-quality services provided by talented CBRE “hosts”; world-class customer service training and certification; and a powerful, enterprise-grade technology platform. 

The platform, which can be tailored to specific client requirements, features a robust mobile experience that allows users to navigate the workplace, schedule meetings with colleagues, reserve workspaces, use food and beverage services, and access building and concierge services.

Find out more