Facilities Manager (Workplace Experience)

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Facilities Manager for one of our clients in the technology sector to join the team, focusing on a significant HQ Trophy Asset in the Centre of London. The successful candidate will be responsible for the day-to-day operational delivery of all FM services, ensuring the environment reflects our innovative culture and provides a world-class experience for all employees and visitors.

The role will ensure the operational proficiency in managing the site, delivering a full range of FM services: soft and hard services, minor assignments, optional services, energy & sustainability and small projects.

We are seeking an experienced and dynamic Facilities Manager to execute the day-to-day Workplace Experience strategy and operations for our prestigious, large-scale London Headquarters. This role is pivotal in ensuring our clients' prestigious and world renowned environment provides a world-class, 5-star experience for all.

The ideal candidate will bring strong experience in creating and supporting five-star, luxury service environments, specifically drawing from the hospitality sector, such as high-end hotels or globally recognised venues. This role demands a proactive, detail-oriented leader who can merge high-level service standards with corporate operational efficiency to create a truly exceptional workplace.

Key Accountabilities

• 5-Star Workplace Experience Execution

• Implement the comprehensive Workplace Experience strategy, leveraging best practices from the luxury 5-star hotel industry to ensure all touchpoints exceed expectations.

• Lead and inspire the on-site facilities team to consistently deliver service levels comparable to a leading luxury hotel.

• Monitor and report on key performance indicators (KPIs) focused on employee satisfaction, service quality, and operational efficiency.

• Execute bespoke service protocols for VIP guests, executives, and internal events, ensuring flawless delivery every time.

• Support the operational team in the launch and mobilisation of a trophy asset.

• Deployment of Workplace Experience training

Operational Excellence

• Oversee all aspects of facility management operations on site, including mail services, soft services, and cleaning services, ensuring operational effectiveness and compliance.

• Manage the site operational budget and control site-level costs, driving efficiencies without compromising the quality of the workplace experience.

• Oversee and Manage the Front of House operations creating an authentic and service centred culture.

• Work alongside your Facilities Manager peer leading on overall FM delivery and contractual requirements

• Manage vendor and supply partner relationships for the site, ensuring all external service providers adhere to the highest standards of quality and service professionalism.

• Implement a continuous improvement program for the site, soliciting feedback and using data to refine service offerings and improve the physical environment.

• Management of multiple buildings and spaces

Stakeholder Management and Communication

• Serve as a key point of contact for internal stakeholders regarding physical environment and workplace experience.

• Collaborate with People Teams, IT, and other internal departments/Service Pillars to ensure the workplace supports business objectives and employee well-being initiatives.

• Effectively communicate service performance, updates, and operational metrics to stakeholders through regular reports.

• Create a customer responsive culture providing solutions.

• Ensure customer satisfaction is maintained at the highest level by providing a high quality and proactive service.

• Support the achievement of account savings glidepath and strategic development plan.

• Provide best practices along with an effective and efficient service in response to changing customer needs.

Commercial Acumen

• Support the financial planning and cost controls for the on-site operations.

• Ensure the planning arrangements are in line with forecast/s and profit targets for the site.

• Able to challenge and improve all aspects of cost and performance of the site business.

• Ongoing development of the relationship with client and their teams on site to ensure full understanding of the clients' needs.

• Maintain open, professional relationships with the client's supply partners.

• Meet KPIs and contractual obligations for the site.

Experience Required

• Minimum of 5 years of progressive experience in facilities management or senior operational roles within high-end service environments.

• Demonstrable experience in a 5-star or luxury hotel environment or similar (Assistant General Manager, Guest Relations Manager, or similar managerial role) is a strong requirement. Experience must include strategic input on guest experience and service design.

• Proven track record of managing a large, complex physical facility (e.g., a large hotel, corporate campus, or luxury residential tower).

• Experience managing operational budgets and coordinating capital improvement projects.

• Networked in the Hospitality Industry or Workplace Experience sectors.

Skills and Competencies

• Exceptional leadership and people management skills with a passion for service excellence, managing a team of on-site staff and vendors.

• Superior communication and interpersonal skills, with the ability to engage and influence

stakeholders at all organizational levels.

• Strategic thinker with a hands-on, detail-oriented approach to execution.

• Deep understanding of health, safety, and compliance regulations relevant to large commercial properties in the UK.

• Proven leader who motivates teams to effectively deliver operational targets.

• Hands-on general management experience in delivering services and profitability in an FM arena.

• A good understanding of contracts and negotiations with strong organisation and communication skills.

• Highly customer focused, with good Customer Relationship Management experience.

• Combination of a bachelor's degree in engineering, business, real estate and/or operational experience in facilities management. Master's degree also desirable.

• Skilled communicator and presenter in small and large groups.

CBRE GWS

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.

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