Workplace Experience Manager (Hospitality)

The purpose of the role is:

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Manager to join the team located in London. The successful candidate will manage the integration between Property Management and Hospitality Services on behalf of the client thus ensuring a superior client experience.

Key Tasks:
Facilities
Oversight of office spaces as well as users’ journey and experience across the building
Working closely with client On Site Solutions (OSS) senior stakeholders
Point of escalation for operational issues across campus both UK and rest of EMEA
Manage/ support implementation of agreed initiatives to ensure that the goal is achieved to specification, timescale, and budget
Support teams in the management of Hospitality vendors across EMEA using KPIs and industry knowledge
Support new site transitions including onboarding of hospitality vendors where needed
Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations
Develop and manage client On Site Solutions (OSS) service delivery, maintaining operational and commercial compliance in accordance with client and CBRE expectations
Continually seek to improve client satisfaction, demonstrated through approved key performance indicators and maintaining current performance levels in an ever-changing business environment
Demonstrate sound understanding of current legislation, environmental and quality related issues, including sustainability and its impact on energy
Closely work across all client On Site Solutions (OSS) service lines in a collaborative manner
Provide problem solving solutions to client team
Create and maintain strong and positive relationships across all client On Site Solutions (OSS) service lines
Support to EMEA sites as needed
Raise, review and approval of permits
Building Users’ Experience & Engagement
Communication across all building’s users and senior on-floor stakeholders on all client On Site Solutions (OSS) activities taking place that have a business impact
Users’ engagement and support across all divisional spaces
To actively support and facilitate divisional initiatives as needed and requested
Point of escalation for the building’s occupants with any client On Site Solutions (OSS) operational queries/issues (PTC, London)
Vendors & Contractors Management
Vendors support from a client On Site Solutions (OSS) perspective of ad hoc services available in clients site
Facilitating/ managing vendors// contractors’ access to PTC
Client One Site Solutions (OSS) support for ad hoc requests
Management of vendors/ contractors (and budgets) in line with client service delivery expectations
Oversee outputs from vendor working to improve and manage the end-to-end process, agree formal service levels, review the Visitor journey / experience
Events & VIP Visits
Management of requests for FM service delivery for events taking place in PTC
Encourage collaboration and cooperation across all vendors/ teams
Coordinating necessary FM & Engineering activities with CBRE operational/ management teams to ensure effective ‘joined up’ delivery of services
Requesting quotes, managing, and gaining approvals for ad hoc FM and Engineering services that entail costs
Raising FM POs according to costs occurred and tracking to budget
Closely work with hospitality and events teams to resolve any operational FM/ Engineering issues across conference centre and hospitality spaces
Collaborating with hospitality/ events team on building new processes and procedures spanning across all vendors/ spaces
Workplace Strategies & Team Management
Actively driving projects from inception to final delivery ensuring an experience project is delivered to its full potential
Managing the team’s budget and working with the finance team to ensure compliance and saving opportunities
Identify gaps and implementation of new procedures/ protocols across spaces – add to other
Oversight and point of escalation for any divisional workspace query or issues arising within these spaces
Provide support and facilitate Real Estate ad hoc requests across workspaces
Leadership