Workplace Experience Lead - Johannesburg at CBRE Excellerate

Operational Deliverables:

• Leads seamless, effective and service-orientated centric experience to internal and external parties.
• Supports Experience delivery in relevant sites.
• Provides direction on employee management.
• Implements required training initiatives to ensure a consistent delivery of client experience across all services for their team members.
• Enhances, implements, and maintains Experience standards, check lists and playbooks.
• Works with facilities team to anticipate and resolve obstacles in the workplace.
• Manages an operating budget and makes recommendations on annual budgets; Ensure all billings for associated business services are invoiced and billed as required.
• Ensures that savings goals are met and adhere to approved budgets.
• Implements and monitors standards of service to meet and exceed expectations and looks for opportunities to improve efficiencies across hospitality operations.
• Financial ownership of the associated budgets and supports the Site Lead where required.
• Conducts site tours, upon requests, to showcase the client facility and team added value.
• Works across teams to proactively communicate and prepare for all events, to anticipate and address concerns, and to ensure events operate without incident in collaboration with local client teams.
• Work with facilities team to anticipate and resolve obstacles in the workplace.
• Implements and monitors standards of service to meet and exceed expectations and looks for opportunities to improve efficiencies across hospitality operations and expenditures.
• Consistently creating new opportunities to bring delight into the facility and community members.
• Familiar with all services within the facility and works with facilities management to facilitate hospitality approach across services.
• Keeps a finger to the pulse of the community (including surrounding area).
• Conduct site walk and workplace inspections to ensure the Sites(s) is maintained to safe and in line with client requirements. 

Experience / Education / Knowledge:

Relevant Qualification.

• A minimum of 5 years’ Customer Service / Client Service in the hospitality industry. Hotel management / community facilities experience desirable as well as facilities management.
• Be a community leader in promoting the values of Client.
• Competent Health and Safety professional and ability to execute and train where required.
• Must have at least 3 to 4 years’ experience in managing teams.
• Ability to manage direct reports and corresponding teams.
• Proven ability to guide and coach team members across different units.
• Provide excellent Customer / Client Service and exceeding expectations.
• Demonstrated capacity to use curiosity to find opportunities to create amazing outcomes.
• Excellent leadership, written/verbal communication, and interpersonal skills.
• Self-motivation and organisational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure.
• An operational knowledge and proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and other management systems.