Job Title : Host EMEA Experience & People Lead
Designed to complement CBRE’s occupier and landlord service offerings, the Host mission is to create and scale people-led, technology-
enabled services that increase individual well-being, personal productivity and organizational effectiveness. Put simply : our goal is to help people work smarter and delight in doing it.
We are a diverse team of creative, engaged and highly-motivated individuals who are passionate about disrupting real estate from inside the world’s largest real estate services organization and changing employee expectations about what it should feel like to come to work every day.
About the Role
Today, CBRE employs over 2,000 people who provide front-of-house office services and manages the workplace environment for more than 20 million employees every day.
With Host we’re upping our commitment to customer service by offering our clients a tailored front-of-house experience that is responsive to individual and organizational needs, better integrated with back-
of-house functions, and entirely resets the expectations employees have about what it feels like to come to work. We are combining those services with an industry leading, proprietary, mobile experience app.
The Host program is committed to making the office the desired destination to do great things. CBRE Hosts proactively activate the workplace, responding to a wide variety of on-
site requests and creatively exceeding expectations. Our teams anticipate and tackle challenges before they arise to make it easier and more fun for individuals to do the work they were hired to do.
The heart of a broader service model, Hosts interface across the organization and integrate with all other workplace services to deliver seamless operations and inspiring experiences.
Building on top of our industry-leading facilities and property management platforms, the Experience & People Lead will work closely with other Host leaders to : solution the people services under Host : activate the vision for Host’s service product;
define the scope of our Host teams (concierge and employee experience services personnel); design and implement professional education programs that will help CBRE to attract, train and retain the talent necessary to deliver on our mission.
Key Duties and Responsibilities
In close collaboration with Host Solutions and Digital colleagues, develop overall tailored experience and people solution for outsourcing pursuits, including the development of innovative operating models, organization design, cost savings, financial analytics, and other CBRE value added tools.
This role will collaborate closely with GWS and Property Management sales and solutions team in developing integrated operating solutions for our clients.
Attend and present solution at client yellow pad sessions and final presentations.
Provide in-depth knowledge of CBRE's Host and IFM initiatives and tools. Ensure our solutions are aligned to the vision of Host experience & hospitality services strategy, are competitive, achievable, and aligned to our solutions guidance.
Be the regional lead for and continuously improve Host’s People Service product with a particular focus on establishing Host rituals and moments of delight for employees in CBRE managed buildings across the region
Be a reference for EMEA CBRE Offices where Host is deployed or CBRE offices that are planning to deploy Host
Stand-up and support Host teams in EMEA : Supporting candidate screening, onboarding and trainingImplement in-house Host staff training programs for clients and other CBRE employees whose work impacts the overall employee experienceBuild and implement the Host training and accreditation function (platform, team, program) for the regionEnsure rigorous adherence to Host’s service standards through regular property tours and touchpointsDevelop a community for all client-
dedicated Host teams to share best practices, disseminate new content, and consistently raise the bar on workplace hospitality Offer guidance and mentorship to local teams so that they can grow their careersProviding on-
going training to teams in the field as the program or client requirements - dictateServe as the first point of escalation for clients as / when the service falls short of expectationsBe the voice for customers’ emerging needs and hospitality market trends in EMEAPromote a community of practice among Host teams in the region so that they may learn from one another
Focus continuously on finding, testing and deploying the best tools, methods and systems for executing on our mission and engaging and inspiring our teams in the fieldSupport continuous improvement of Host’s service product with a particular focus on helping local teams establish Host rituals and moments of delight for employees in CBRE managed buildings Own and drive relevant KPIs including business growth, customer satisfaction and retention and brand engagement in the EMEA market
Represent the Host team in regional industry events both for business development and recruiting purposes
10 years of experience in outsourcing organization with soft services / hospitality
Demonstrated ability to deploy and maintain a consistently high quality of service at scale
Proven ability to attract and develop talent at every level of the organization
Excellent writing and verbal communication skills
Personable and collaborative with a track record of working successfully across teams
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
Embody the hospitality culture of Host service model
Bachelor’s degree and / or equivalent, professional training, and / or certifications
Role Details :
This position will ideally be based in London, although other EMEA locations will be considered, depending on the candidate
Candidate must be willing to travel up to 50% of the time, including occasional international travel