Front of House Manager (Facilities Management)
Company Profile
CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.
Job Title: Front of House Manager
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Host to join the team located in Swindon.
Manage and lead the front-of-house team, reception, and other duties onsite. In this role you should excel in customer service, team leadership, communication, conflict resolution, and organisational skills. Proficiency in Office 365 is crucial. This includes expertise in using applications like Outlook for efficient email communication, Word and Excel for document management, and Teams for internal collaboration. Familiarity with SharePoint for file sharing can further enhance productivity in this role. Additionally, being adept at utilising Office 365's scheduling tools can streamline administrative tasks.
Role Summary:
* Manage and lead the front-of-house team to ensure exceptional customer service, provide guidance, training, and support to team members, conduct regular performance evaluations and provide constructive feedback. Identify training needs and opportunities for professional growth and share any Company updates.
* Have total ownership of the reception foyer and surrounding areas to ensure the best first impression and work experience. A place for people to raise any issues on site and where visitors are greeted warmly.
* Oversee day-to-day operations to guarantee a seamless and efficient front-of-house experience, including daily office checks, maintaining a clean and tidy coffee point area, ensuring meeting rooms are stocked with stationery, and checking IT equipment.
* Provide an exceptional guest experience to all colleagues and guests, personalising service where possible.
* Build good working relationships with key staff on site.
* Manage meeting rooms ensuring they are cleared between meetings and kept fully stocked, reporting any maintenance and IT concerns to the relevant people.
* Regularly review Outlook diaries, keeping them up to date and communicating any conflicts to the diary in a timely manner. Notify onsite hosts when visitors arrive.
* Assist the team with any events that take place, including planning, setting up, facilitating, and ensuring everything is returned to normal quickly.
* Ensure the access control system is maintained effectively and all reports are accurate and produced in a timely manner.
* Create and issue new passes for staff on-site.
* Assist the facilities manager in overall site management, including cleaning checks, audits, maintenance works, and reactive repairs.
* Ensure the provision of a safe & healthy working environment, compliant with all Company policies and procedures, as well as client site policies.
* Book subcontractors for both PPM and reactive tasks, taking ownership of the process and ensuring works are completed to the correct standards. All documents must be received and reviewed before arrival to site, and service reports on completed works must be uploaded to relevant shared drives.
Skills
In addition to the mentioned skills, you should possess excellent interpersonal skills, proven experience in managing people, a professional demeanour, multitasking abilities, and a strong understanding of administrative tasks. Proficiency in managing multiple calendars / meeting rooms and ensuring a smooth booking process is vital for this role. Attention to detail and the ability to create a welcoming atmosphere are also essential.
Experience Required:
* A minimum of 5 years related experience (e.g. Front Desk, Concierge, Hospitality, Room Management roles).
* Experience in facilities management and/or dealing with suppliers/contractors.
* Experience in managing a team of workplace/receptionists.
* Advanced communication skills with the ability to effectively present information to an internal department and/or large groups of employees.
* Ability to solve problems and deal with a variety of options in complex situations.
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