Workplace Experience Host

Company Profile
CBRE Global Workplace Solutions (GWS) delivers integrated facilities and workplace solutions that enhance employee experience and support business performance.

Job Title:
Workplace Experience Host
The Workplace Experience Host plays a key role in creating a world-class workplace experience, delivering exceptional customer service and supporting employees, visitors and clients through every interaction.

Role Summary:

This is a rotational role where you will perform a variety of customer-facing duties on a weekly basis. Exceptional service delivery, strong communication skills and a people-focused approach are critical to success in this position.
The role is responsible for creating a world-class first impression of the organisation, upholding CBRE Host values and carefully guiding customers through key workplace moments. The successful candidate will embody service excellence and deliver positive, memorable experiences across all areas of the workplace.
Support the CBRE community onboarding process, including new employee orientation, training support, workflow assistance and first-day orientation activities
Uphold workplace etiquette and maintain exceptional presentation standards across reception areas, conference rooms, cafés, office floors and communal spaces
Proactively liaise with building operations and housekeeping teams as required
Reinforce workplace culture and community by creating meaningful connections between individuals and the organisation
Create memorable customer experiences through proactive service and personalised interactions

Ground Floor Reception Duties

Provide a world-class front-of-house service
Welcome employees and visitors with professionalism and positivity
Display excellent building knowledge and provide support with local information
Respond promptly and professionally to telephone calls
Monitor and manage the reception inbox using appropriate email etiquette
Process messages accurately using email and Microsoft Teams
Respond to room booking requests, hospitality enquiries and general building queries
Maintain a clean and professional reception environment
Liaise with Security and Maintenance teams regarding building health and safety matters
Support visitors with visitor management technology and systems
Issue room booking and hospitality confirmations
Support colleagues and team members as required

Client Suite Reception Duties

Manage the client suite on a day-to-day operational basis using a concierge-style approach
Deliver a seamless and stress-free experience for all visitors and guests
Complete daily maintenance and cleaning checks
Provide first-line AV support and ensure all IT equipment is operational
Maintain cleanliness and presentation standards throughout the client suite
Prepare and deliver hospitality services including refreshments
Carry out room set-ups and room resets
Respond to incoming emails and calls using appropriate etiquette
Maintain pantry and storage areas
Manage and record stock levels
Oversee cloakroom facilities
Support colleagues and team members as required

Workplace Experience Duties

Take ownership of office floors and surrounding workplace areas
Embrace and demonstrate CBRE Host values
Complete daily floor checks to ensure all areas are prepared for the working day
Collaborate with IT, Maintenance, Cleaning and Helpdesk teams to proactively resolve issues
Manage stock control within copy hub areas
Report health and safety observations
Complete weekly and monthly operational tasks
Respond promptly to workplace requests from the building community
Support workplace standards, including clear desk policies
Support colleagues and team members as required

Post Room Duties

Monitor and manage the Post Room inbox
Maintain stationery cupboards and supplies
Provide courier services in line with site procedures
Process incoming and outgoing mail and parcels
Maintain records of outgoing deliveries
Utilise parcel lockers and notify recipients accordingly
Provide mailroom support throughout the working day
Report maintenance and cleaning issues
Respond to ad hoc requests
Support colleagues and team members as required

Events Duties

Monitor and manage the Events inbox
Liaise with Catering, Maintenance, Security and Cleaning teams regarding event requirements
Coordinate event setup and breakdown activities
Maintain event documentation and tracking spreadsheets
Provide weekly and monthly updates to management
Send event-related communications and follow-up correspondence

Experience Required:

Ability to comprehend and interpret instructions, correspondence and operational procedures
Strong verbal and written communication skills
Ability to respond professionally to client, colleague and management enquiries
Ability to present information effectively to internal teams and larger employee groups
Intermediate proficiency in Microsoft Office applications including Word, Excel, PowerPoint, Outlook, OneNote, SharePoint and Visio
Comfortable using new technologies, digital tools, applications and workplace systems
Results-oriented with a passion for delivering exceptional service standards
Strong customer focus with the ability to build and maintain effective relationships
Ability to establish measurable goals and take ownership of responsibilities
Degree or further education qualification preferred
Previous experience within Front Desk, Concierge, Hospitality, Room Management or Customer Service environments preferred
Minimum of 1-2 years' relevant experience preferred

DISCLAIMER
This job description is intended to outline the general duties and responsibilities of the role. It is not an exhaustive list and may be amended to meet business requirements