LOCATION:
Client's site
PURPOSE:
The Soft Services Lead position is a key role, responsible for overall soft services delivery and overall guest employee experience of the workplace through high end, hotelier style engagement, ownership and communication. They lead Soft Service teams that engages with the client’s employees in person to better understand issues which are raised within the floor or meeting/conference room areas and to manage their expectations about resolution, and to ensure that the solution delivered meets requirements.
By maintaining a deep understanding of the client’s current flexible working model, and the associated behavior, etiquette and potential issues, the Soft Services teams including Guest Relation Host (GHR) plays an important role for improvement of the workplace experience for flexible working teams.
The Soft services teams in country include high level relationship management and communications with key stakeholders including the ability to adapt/modify the services to meet current and future expectations. The Country Soft services teams have overall accountability and takes ownership of the meeting/conference facilities and to support client’s flexible work space related services under the portfolio assigned including management of stationary, catering coordination, where required, as well as any vendor management. A key aspect of the role is to support the Enterprise Facilities Management (EFM) teams to drive visible improvements in standards to meet high expectations of our customer.
KEY ACCOUNTABILITY:
-Overall responsibility, under the leadership of the EFM, to ensure the customer journey experience meets the CBRE client’s expectations
-Pro-actively lead the change in current working practices to enhance the Soft service offering through understanding best in class delivery within the market place
-Support the development of the Front of House value proposition by working collaboratively with Front of House team, Building Occupiers and Supply Chain Partners
-Provide quality analysis of customer feedback on an ongoing basis develop effective response plans and implement actions as needed
-Ability to deliver a program of work and, has experience of leading teams through the ‘change curve’ and understands the steps which are needed in this journey
-Proactively manages & oversee the implementation of any new operational processes and procedures which are needed to be deployed within the account
-Responsible for building/fostering an environment where competency and skills development are continuously improved across the account
-Support change and transition management by Assuming a Positive Intent, Mutual Success, Focus – Prioritize and a Client Centric Culture
-Team building - ability to promote collaboration and cross-cultural cooperation such as Meet and greet employees, clients and visitors, & provide assistance based on their needs.
-Support the success and point of contact relating to Meeting Room booking systems
-Provide regional oversight and support to team members. This includes complaint handling,
-feedback management, standards and client service delivery
-Identify quality improvements in process or procedures
-Conduct regular training sessions with Soft Services teams (train the trainer) to reinforce the
-importance of customer service, emergency responses, escalations etc.
-Establish effective day-to-day business relationships with the country key stakeholders and take a proactive approach to meeting expectations and requirement
-Awareness and compliance to CBRE and Client HSE, ensuring safety of work practices and
-procedures of CBRE employees, client and contracted employees
-To keep up to date on modern EFM 'best practice' and playbooks making recommendations
-Overall responsible for ensuring that Soft Services teams including GRH services are carried out
-as per key KPI and owning service delivery.
-Responsible for the consistency in delivery of all Soft Services including GRH services for client at the assign property or portfolio.
