Key responsibilities:
- Understand the clear global, regional, and local visions for end user experience and how that translates to service delivery areas on the site.
- Be visible and known to respective businesses and staff as the main building point of contact.
- Regular business engagement sessions to fully understand business needs and work profiles to ensure success.
- Promote regular colleague engagement (meet and greet) and provide to end user support based on their needs (human engagement) and provide a personal level of service.
- Coordinating with HR to support community / social involvement in the space from both business groups and local community perspectives.
- Proactively detect and report issues that can impact D&I.
- Keep teams focused on the critical components of workplace and building services to drive colleague satisfaction and the desired business results.
- Reinforce agreed protocols for the site and escalate persistent issues to FM Operations.
- Stay current on technology deployed within the workplace and attend training to facilitate assisting end-users with any queries including directing them to the correct support team.
- Provide insights to FM Operations of how staff are using the space.
- Host and promote staff engagement sessions (including but not limited to FM Operations scope, workplace experience, effectiveness, and sustainability initiatives) for staff to discuss current issues related to Workplace Experience.
- Support periodic Workplace Experience feedback opportunities to gain insights and provide a continuous feedback loop as to staff sentiment.
- Ensure quality standards are met for all Workplace Services and issue corrective actions where service quality or experience levels fall short of expectation.
- Undertake proactive site inspections and floor walks (including but not limited to; work areas, collaboration space, meeting rooms, kitchenettes, employee restaurants, social areas); and provide feedback to the appropriate person where there are shortcomings or examples of good practices.
- Proactively raise work orders using the CMMS to ensure issues and opportunities to improve are logged, tracked, and addressed in a timely manner.
- Communicate and document internal protocol enhancements, successes, and best practices.
- Welcome new hires, new colleagues and visitors and provide orientation tours in conjunction with Reception and Lobby Experience where appropriate.
- Ensure seamless and effective communication for any meetings or events.
- Ensure all signage and messages are current and relevant including Wayfinding / Orientation and floor maps.
- Support and oversee the meeting room booking system, encompassing booking all forward and same day reservations, cancellations and / or amendments to bookings as per staff requests. Provide feedback where there are repeated “no shows” to ensure space utilization is maximized.
- Support and oversee the role of Concierge where applicable.
- Act as a point of contact for building information requests, escalations, and feedback.
- Assist and handle any building related end-user inquiry where required and be responsible for providing status updates to close the loop and ensure end-user satisfaction (examples include but are not limited to AV and other technology inquires, meeting room booking, service delivery complaints, Food and Beverage Services, lockers, recreation facilities).
- Ensure accountable party receives the complaints, escalations, or inquiries.
- Work closely with the FM Operations and Strategic Occupancy Planning teams to understand building and space utilization and provide timely insights and feedback as to how to improve and make the portfolio more efficient.
- For offices with Unassigned or Activity Based Working environments: Proactively communicate etiquette and protocols and encourage respective colleague and visitor behaviors appropriate to space being used.
- Provide feedback and insights as to behavioral trends and opportunities to enhance experience and workplace effectiveness.
- Support and promote alternative ways of working to facilitate a collaborative working environment.
Qualifications and Additional Requirements:
- Able to multi-task and work under pressure in a fast-paced environment.
- Preferably possess 3-5 years of experience in the hotel or airline industry, focusing on C-suite guest services.
- Able to work independently while adhering to established standards and procedures.
- Always maintain a professional and polished appearance, following the dress code policy.
- Possess exceptional communication and interpersonal skills.
- Exhibit strong organizational and time management skills.
- Proficiency in MS Office suite and other related software.
- Handle confidential information with utmost discretion.
- Friendly and positive attitude towards guests and team members.
- Familiarity with property safety, first aid, fire, and emergency procedures.
- Participate in training and workshops to enhance relevant skills and knowledge.
