Job Title
Workplace Concierge
Job Description Summary
Job Description
1.4. Key Relationships
External relationships: this role will be liaising with clients Employees, guests and members of the community, Client stakeholders, Base building manager and third-party vendors
Internal relationships: this role will liaise with Workplace team within the client account.
1.5. Job Purpose
As Workplace Concierge, this role delivers exceptional client employee and visitor experience in every interaction, whilst delivering a range of on-site workplace services. With a focus on anticipating needs, listening to the client employees and visitors, and making every interaction simple, effective, and quick.
1.6. Accountabilities
Key Result
Area
Major Activities
Access Pass
Management
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Request name and identification of the visitor/contractor
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Contact the person the visitor is requesting to see to confirm meeting
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Verify identification and check
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Request visitor completes sign in documentation then issue pass
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Ensures the visitor/contractor access pass is returned at the end of the visit
VIP and Visitor Management
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Ensures for all VIP visitors that access passes are prepared ahead of time (when notified early by the
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client)
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Verifies VIP onsite and issues pass
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Escorts the VIP visitor or contacts the relevant person to escort VIP
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Ensures access pass is returned at the end of the visit
Locker Management (where relevant)
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Upon receiving a client request for a locker, check availability in the system, allocate requestor profile
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to locker in the system and issue access to the locker
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In the event an employee needs to gain access to their locker (lost pass/key etc) verify requestor identification and provide locker access
Storage
Management
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Upon receiving a client request for storage, check availability in the system, allocate requestor profile to
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storage in the system and issue access to storage
Meeting Room/Event Management
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Ascertain the meeting/booking/event details from the client and set up in the system
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Confirm details with the client, book vendors (if required) and on day of the booking set up rooms as
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per requirements
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Reset room once booking is complete
Tenancy Floor Checks
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Complete a floor walk once per week for each level of the building/tenancy
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Use the checklist to assess and record each floor for maintenance issues, cleanliness of utility bays and kitchens
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Following inspections all jobs are to be logged with the CXC and any OH&S issues reported to the
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Workplace Lead
Carpark Management (where relevant)
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Upon receiving a client request for a temporary car park for a specific day and time, check availability
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of bays and confirm reason for use
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Record the person’s name, registration number, date and time on a carpark spreadsheet and provide confirmation to the requestor
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Confirm access arrangements with security and employee
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Confirm the parking bay has been vacated at the end of the booking/end of the day
Disability employment Role support
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Be a day-to-day point of reference for our disability employment team member
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Check in with them to make sure they are coping with their tasks
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Assist where there may be a need
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In need escalate concerns to your manager and the Job Support Trainer
Relationship Management
The Role
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Performance of a functional role on an account which is client-facing, eg: client-site analysts, support and admin staff;
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Delivery of a shared service support role with regular customer interactions, eg call centre staff etc;
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Delivery of a support function with limited or no proactive engagement with client – focused on effective support of account staff, eg account payable;
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Provision of high-quality customer service and support for delivery team in my focussed area.
Competencies – Relationship Management
Existing Clients
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Ensures that Cushman & Wakefield is always strongly represented and that all work is of the highest quality to uphold our reputation for excellence and customer service;
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Prepares for client interactions by tailoring discussions appropriately;
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Ability to quickly and proactively build rapport with clients (at the respective level), and make sure to understand their needs and goals
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Communicates with stakeholders to keep them well informed of work progress or issues
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Recognises and promptly flags cross-selling opportunities with leadership
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Foundational understanding of how the role fits into the overall account
Potential / Target Clients
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Ensures the extent of all (potential) relevant relationships is shared with immediate leaders to be included in the relationship map;
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Seeks to set up introductions between immediate seniors and relevant contacts;
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Maintains relationships with past client counterparts and draws on these as required.
General Responsibilities
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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 which is inconsistent with agreed standards
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Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation
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Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions
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Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities
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Operate in a manner that will minimise any adverse environmental impacts associated with your activities
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Actively participate within a community of practice group within Global Occupier Services 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
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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
1.7. Background and Experience
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Strong reception or hospitality / customer service background
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Professional verbal and written communication skills
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Ability to multi-task
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Able to demonstrate a common sense approach to problem solving
1.8. Qualifications & Technical Skills
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Minimum completion of Higher School Certificate
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Minimum Certificate III in Hospitality preferred
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.
INCO: “Cushman & Wakefield”
