The role: Workplace Experience Manager (WEM) – Client - Booking.Com
The purpose of our Workplace Experience Manager role is to act as the key catalyst in delivering, as an individual and through their team, an exceptional workplace experience and is focused on the entire workplace journey for our colleagues and clients alike. It’s about detail, best practice, knowing what good looks like and then raising the bar.
Developing and driving an enhanced culture of service excellence within the client location in order to enhance the brand to internal and external stakeholders. Monitor successes of the workplace experience and positively shape and adjust to meet the client’s needs then proactively anticipate all stages of the customer journey.
Ensuring financial and operational commitments are met and exceeded across your building. This role reports into a Contract Manager.
Key responsibilities are as follows:
* To ensure the smooth management of all services within the designated client building and to ensure the Workplace Services teams deal effectively with all business user/client requests and enquiries and exceed expectations in all areas of the client facing operations.
* Deliver exceptional integrated facilities management service across FoH/Reception and lead the team to collectively; meet and greet, room set-up, replenish consumables, ensure vending is stocked, monitor cleaning standards, reception desk cover over breaks and holidays, escalations to landlord, fire risk assessment reviews, manage waste, ensure fire marshals are in place, car parking – management of client spaces, provide site passes and inductions to colleagues, Wayfinding screens updated, capture faults and log on landlords system and act as a host checking whether colleagues/customers need any help.
* Provide leadership to ensure that contractual commitments are met and exceeded.
* An understanding of finance and management of P&L for the operations, ensuring a cost-efficient service in all areas (without impeding the client experience).
* To work alongside the strategic partners to ensure a comprehensive client experience combined with an enhanced service delivery.
* To manage and ensure a world-class Front of House service to welcome clients, visitors, colleagues and business partners during the agreed operating hours.
* To ensure that the hosts are fulfilling their ‘floor manager/ambassador’ responsibilities; ensuring that internal meeting rooms, printing bays, kitchen & client/colleague areas, bathrooms are fully functioning, clean, tidy and well cared for – consistently across the building. Thereby enabling building users to focus on their core business.
* To ensure there is a pleasant and positive working environment for the business users with hosts who are available and accessible within the building.
* To build relationships with Senior clients – staying close to their work-related needs and to arrange meetings as required to showcase new/innovative service improvements.
* To be proactively visible in all areas of the building (client and colleague space).
* To communicate effectively and appropriately – using verbal and written channels in both proactive and reactive instances with colleagues, clients the client experience team and all other stakeholders
* Working with other managers on the account and within your Business Unit to ensure collaborative development of the business, effective teamworking, and best practice ensuring national consistency.
* Ensure appropriate contract review, audit and control systems to ensure statutory, policy and contractual commitments are met
* Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts and CFU’s.
* Build a robust succession plan for the building, using management development programmes and local development activities to ensure ready and able candidates are available at all times.
* Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward.
Person Specification:
* Previous facilities management experience, ideally in a customer experience role with events/hospitality experience.
* Excellent motivational and influencing skills, with high levels or personal integrity.
* Organised, able to prioritise and deliver within high pressure, business critical environments.
* Ability to balance strategic thinking with tactical delivery for client satisfaction.
* High degree and knowledge reference of Health and Safety legislation.
* Experienced Workplace Experience Manager.
* Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity.
* Able to demonstrate an empowering and inspiring leadership style.
* Excellent communication and customer service skills with a high level of attention to detail.
* Ability to seek out opportunities for continuous improvement and portray vision, values and passion.
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