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Are you a master of operational orchestration with a passion for delivering unparalleled guest experiences? Do you thrive in a dynamic environment where your proactive approach shapes the day-to-day pulse of a building?
We're seeking a highly motivated individual to be the heart of our facilities operations, ensuring every interaction is human-centric, seamless, and reflects our "Ask Me Anything" culture.
About The Role
As a Facilities Assistant responsible for the Helpdesk, you will be part of the Workplace Experience team, collaborating with colleagues to inspire customer moments of delight and pursue amazing outcomes each day. You are the face of our client, curating experiences to ensure every guest and customer's first touch point is seamless. You are the digital heartbeat of London.
While your colleagues manage the physical arrival of guests, you manage the digital arrival of needs. You turn tickets into solutions, ensuring that every request (whether it’s a broken light or a VIP room setup) is handled with the same high-end hospitality and human warmth as a face-to-face interaction.
The ideal candidate will be customer-focused, thriving in an administrative role yet understanding the nuances of a five-star guest experience.
Key Responsibilities
- Act as the first point of contact for all facilities requests, prioritizing not just by code but by understanding the human impact on guest experience.
- Monitor and assign tasks to the right teams (Engineering, Cleaning, Floor Concierge) with clear, hospitality-focused instructions.
- Manage all inbound digital communications, curating and refining our canned responses to be proactive, warm, and utterly non-robotic.
- Schedule and book reactive works and PPMs, safeguarding the guest experience and ensuring seamless operations.
- Inform teams and post digital updates on amenity status.
- Lead service recovery to turn potential negatives into "moments of delight" through transparency and speed.
- Support site safety protocols, manage access control, and proactively raise any concerns, ensuring a secure and compliant environment.
- Manage, coordinate, and supervise supplier personnel and subcontractors for satisfactory service delivery.
- Adopt an innovative mindset, actively seeking and driving initiatives to enhance local operations and customer experience.
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What Success Looks Like
- You'll champion employee experience initiatives, fostering a highly engaged team and consistently delivering exceptional customer experiences.
- Success means demonstrating proactive ownership, excelling in individual and team KPIs, and actively seeking service improvements while always putting safety first.
- You'll embrace change and foster strong, positive relationships with clients, colleagues, and supply partners.
We're Looking For
- Fluency in written and spoken English, strong interpersonal, written, and verbal communication skills.
- High level of IT literacy, proactive problem-solving, and a strong ability to prioritise.
- A basic understanding of good health & safety practices and a commitment to a strong safety culture.
- A highly motivated individual with excellent initiative and a strong passion for service excellence.
- Crucially, a proven background in high-end hospitality or corporate back-of-house environments (e.g., 5-star hotels, luxury retail, "Big Tech" reception) where the "Guest Journey" is paramount.
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If you're ready to bring your passion for service, operational precision, and human-centric approach to a role where you can truly make a difference, apply today!
Why CBRE
When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.
Applicant AI Use Disclosure
We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.
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