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

Request name and identification of the visitor/contractor
Contact the person the visitor is requesting to see to confirm meeting
Verify identification and check
Request visitor completes sign in documentation then issue pass
Ensures the visitor/contractor access pass is returned at the end of the visit

VIP and Visitor Management

Ensures for all VIP visitors that access passes are prepared ahead of time (when notified early by the
client)
Verifies VIP onsite and issues pass
Escorts the VIP visitor or contacts the relevant person to escort VIP
Ensures access pass is returned at the end of the visit

Locker Management (where relevant)

Upon receiving a client request for a locker, check availability in the system, allocate requestor profile
to locker in the system and issue access to the locker
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

Upon receiving a client request for storage, check availability in the system, allocate requestor profile to
storage in the system and issue access to storage

Meeting Room/Event Management

Ascertain the meeting/booking/event details from the client and set up in the system
Confirm details with the client, book vendors (if required) and on day of the booking set up rooms as
per requirements
Reset room once booking is complete

Tenancy Floor Checks

Complete a floor walk once per week for each level of the building/tenancy
Use the checklist to assess and record each floor for maintenance issues, cleanliness of utility bays and kitchens
Following inspections all jobs are to be logged with the CXC and any OH&S issues reported to the
Workplace Lead

Carpark Management (where relevant)

Upon receiving a client request for a temporary car park for a specific day and time, check availability
of bays and confirm reason for use
Record the person’s name, registration number, date and time on a carpark spreadsheet and provide confirmation to the requestor
Confirm access arrangements with security and employee
Confirm the parking bay has been vacated at the end of the booking/end of the day

Disability employment Role support

Be a day-to-day point of reference for our disability employment team member
Check in with them to make sure they are coping with their tasks
Assist where there may be a need
In need escalate concerns to your manager and the Job Support Trainer

Relationship Management

The Role

Performance of a functional role on an account which is client-facing, eg: client-site analysts, support and admin staff;
Delivery of a shared service support role with regular customer interactions, eg call centre staff etc;
Delivery of a support function with limited or no proactive engagement with client – focused on effective support of account staff, eg account payable;
Provision of high-quality customer service and support for delivery team in my focussed area.

Competencies – Relationship Management

Existing Clients

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;
Prepares for client interactions by tailoring discussions appropriately;
Ability to quickly and proactively build rapport with clients (at the respective level), and make sure to understand their needs and goals
Communicates with stakeholders to keep them well informed of work progress or issues
Recognises and promptly flags cross-selling opportunities with leadership
Foundational understanding of how the role fits into the overall account

Potential / Target Clients

Ensures the extent of all (potential) relevant relationships is shared with immediate leaders to be included in the relationship map;
Seeks to set up introductions between immediate seniors and relevant contacts;
Maintains relationships with past client counterparts and draws on these as required.

General Responsibilities

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
Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation
Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions
Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities
Operate in a manner that will minimise any adverse environmental impacts associated with your activities
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
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

Strong reception or hospitality / customer service background
Professional verbal and written communication skills
Ability to multi-task
Able to demonstrate a common sense approach to problem solving

1.8. Qualifications & Technical Skills

Minimum completion of Higher School Certificate
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”

Workplace Concierge

Job description

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