Job Title
Facilities Manager - Workplace Concierge Lead
Job Description Summary
The Workplace Concierge Lead role is responsible for delivering exceptional front‐of‐house experiences that align with a genuine hospitality experience, helping to create an experience that meets the organisation's expectations. The Workplace Concierge must ensure the highest level of customer experience is realised, while supporting the team with varied tasks such as:
* Welcome and arrival experience
* Guest registration records
* Managed meeting room bookings
* Event management support
* Share and Communicate
* Management of shared inboxes
* Answering phone calls
* General enquiries and directions
* Collaborate
* Coordinate inventory
* Invoicing and ad hoc duties
* Catering and other event requirements
Accountabilities
Leadership capabilities
* Lean into an exceptional customer‐centric culture with your peers
* Assist in building a true one‐team culture with your peers
* Promote an inclusive and positive team culture with your peers
Access Pass Management
* Request name and identification of the visitor/contractor
* Contact the person the visitor is requesting to see to confirm meeting
* Verify identification and check
* Request visitor completes sign‐in documentation then issue pass
* Ensure the visitor/contractor access pass is returned at the end of the visit
VIP and Visitor Management
* Ensure a smooth arrival experience for all guests
* Provide escorts for VIPs as required
* Ensure all visitors and guests have an exceptional experience whilst on the premises of Cushman & Wakefield
Mail Management
* Manage all incoming and outgoing mail
* Follow the suspicious mail SOP if required
* Identify and audit old and dated mail
* Manage couriers on behalf of the business using the Courier SOP
Locker Management
* Manage the employee locker allocations using the VCOS system
* Ensure all lockers are true requests, following the Storage and Locker Guidelines
* Release any locker from exiting employees for reallocation
* At times, locker checks may be performed on request from HR
Storage Management
* Manage requests for team storage either allocated to a tambour unit or fixed joinery
* Ensure that any tambours not in use are empty and the key kept with workplace
* Ensure all team storage in use is current via the quarterly storage audit
* Ensure all spare keys are tagged and recorded and kept in the keytel
Meeting Room / Event Management
* Manage bookings for the client meeting room spaces
* Take any requirements at the time of the booking and schedule as appropriate (Set up etc.)
* Follow up bookings 48 hours in advance to reconfirm the booking
* Book any catering as required
* Follow up with the caterers and process invoices to the BU cost centre
* Manage the set up and knock‐down
* Provide baseline AV support
Tenancy Floor Checks
* Complete regular floor walks for the office tenancy
* Identify any WHS risk and log an immediate job to rectify
* Place out any 'care and repair' signage as necessary
* Log all jobs in relation to the tenancy (physical, technology, cleaning etc.) for remediation
* Communicate any large‐scale outages to the business, e.g., taking a meeting room offline due to no Teams
Carpark Management
* Take client car‐parking requests
* Where available, manage the request and communicate the bay number and details
* Record the required details into the system
Onboarding Process
* Organise onboarding packs for new starters
* Email induction pack to new starters
* Coordinate with the Technology team for IT equipment for new starters
* Organise corporate headshots for new starters
Other
* Proactively review workplace systems/processes to innovate and continuously improve the customer journey and workplace experience
* Perform other duties as requested by your direct manager
* Provide relief services during leave and overload periods
General Responsibilities
* Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour inconsistent with agreed standards
* Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation
* Work safely and avoid placing yourself or anyone else's health and safety at risk by your acts or omissions
* Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities
* Operate in a manner that will minimise any adverse environmental impacts associated with your activities
* Actively participate within a community of practice group within Integrated Facilities Management by sharing information and strategies that result in the best outcomes for the client and Cushman & Wakefield
* Understand the Cushman & Wakefield brand and expertise of services delivered to ensure all opportunities to provide a full‐service offer to clients is available
* Comply with Cushman & Wakefield delegations policy https://cushwake1.sharepoint.com/sites/apacknowledgehub/CorpDocuments/Finance/H-Supporting%20Information/Delegation%20of%20Authority%20Table.pdf#search=delegations%20policy
As an equal‐opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.
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