Job Title

Guest Relations Host

Job Description Summary

The Guest Relations Host is a key member of the Cushman & Wakefield onsite account team for the client. This individual is part of a broader Workplace Experience team that aims to ensure employees feel productive, engaged, and well supported in the workplace, and that they are able to thrive in a dynamic environment.
The Guest Relations Host plays a large role in creating a first impression of the company via in-person and phone interactions with individuals, including prospective clients, employees, guests and vendors who walk through the door or call the location. They will be responsible for a dedicated zone or building, acting as the first line of response for all visitor and reception management and its associated needs in that zone or building.
The Guest Relations Host will also be the first point of contact for Client Suite management and Hospitality management. This individual will also be responsible for ensuring daily space readiness, so guest, clients and employees can be productive without friction or challenges. We are seeking a passionate and driven professional to act as an ambassador and liaison between our client, employees and visitors who come to the site. Ideally, this individual cares deeply about the level of interaction and the quality of the experience the recipient enjoys during their initial interactions at the site.
Guest Relations Hosts must have a spirit to serve at the core of their DNA and typically come from a hospitality or co-working background. They are the experience curators, creating moments of delight and care through memorable, anticipatory, and personalised human interactions.
We are looking for a highly collaborative self-starter who enjoys solving problems, has fantastic communication skills, and can bring an elevated customer experience to employees and visitors in the workplace environment.

Job Description

KEY FUNCTIONS AND RESPONSIBILITIES

Ensures a smooth and seamless employee and guest experience by communicating warmly, clearly and effectively with the employee, guest, employee host, vendors, etc. to meet the request at handConsistently offers professional, friendly, and welcoming interactionsAnswers and screens all incoming internal calls to handle caller’s inquiries whenever appropriate and possible. Re-directs calls as needed and takes adequately detailed messages when requiredGreets, assists and/or directs visitors, vendors and the general public employing a professional, courteous, and respectful demeanor at all timesManages visitor badges and maintains appropriate visitor recordsIs actively visible in the reception area and always accessible to the customer via phone or walkie talkie. Provides advance notice to manager and customer for personal time off.Provides administrative relief and support, as needed, for personnel in administration, mail room and copy/publicationMaintains guest registration logs via electronic guest management systemSchedules, organizes and assists with event and meeting room reservationsReviews all appropriate documents, manuals and standard operating procedures to be familiar with details of engaging with guest visitors, employees and visitorsAssists with any changes or new information promptly and reliably, following up with the customer to ensure satisfaction with course of actionEnsures positive guest/group experience, through personal interaction and attendance at functions or other interactions throughout the day. Must be flexible to accommodate irregular and/or extended hours.Assists with administrative responsibilities, including supply ordering, visual inspection of conference rooms, guest space or supply closet or other responsibilities as required and requested.Provides travel assistance, calling cabs, communicating arrival, etc.Displays professionalism and a sense of pride in all aspects of his/her duties and responsibilitiesUnderstands and adheres to all safety and security protocolsReviews internal work order system and reports service requests through building work order system. Communicates to building management as tenant/landlord liaisonCoordinates necessary corrective actions by property management personnel, AV techs, or third party vendorsServes as a liaison between client and building vendorsAssists in the coordination of events/catering/ad hoc requestsWhen required, Guest Relation Host is expected to provide support to Community Hosts to maintain the level of experience provided
 

KEY COMPETENCIES

Communication – Comfortable corresponding with executive level clients, and interacting with individuals at all levelsEQ – Showcase exceptional emotional intelligence and empathyOrganized – Detail oriented, confident, self-starter with exceptional organizational skillsProactive – Maintain a “can do” mentality with the ability to act with minimal informationCharacter – Demonstrate integrity, accountability, self-awareness, and strong work ethic.  Showcase strong business acumen.Professional – Project an approachable and professional image in personal appearance, manner, and demeanor.Resilient – Ability to work under pressure, while acting in a calm mannerTechnology Proficiency – Ability to successfully use the Microsoft Suite and comfortability in learning proprietary tech tools.People-focused, customer-centric hospitality specialist.

IMPORTANT EXPERIENCE AND EDUCATION

Minimum of 2 years of related work experience in real estate services, travel/hospitality, retail, customer service or a college degree2 years of experience in face-to-face interaction with customers preferredA pleasant phone voice and excellent verbal and written communication skills a mustOrganization and attention to detail requiredMust be able to work in a fast paced, high-volume environmentProven computer experience essential including proficiency in Outlook, Word and Excel requiredIdeal candidate must have a positive attitude and be comfortable in providing customer service to a diverse population

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. May be required to travel outside between properties in varying weather conditions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to travel from floor to floor and may be required to travel outside between buildings in varying outdoor weather conditions. The employee may also be regularly required to sit or stand for prolonged periods of time; regularly use hands to operate office machinery including, but not limited to, telephones, computers, fax, and photocopy machines; regularly required to walk, talk, and hear.
 

AAP/EEO Statement

Cushman & Wakefield provides equal employment opportunity to all individuals regardless of their race, colour, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics.  Discrimination of any type will not be tolerated.

Other Duties

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

INCO: “Cushman & Wakefield”