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Community Host

3 weeks ago

Thành phố Hồ Chí Minh, Vietnam Cushman & Wakefield Full time

**Job Title**

Community Host
**Job Description Summary**

ABOUT CUSHMAN AND WAKEFIELD

Cushman & Wakefield (NYSE: CWK) is a leading global real estate services firm that delivers exceptional value for real estate occupiers and owners. Cushman & Wakefield is among the largest real estate services firms with approximately 50,000 employees in 400 offices and 60 countries. In 2022, the firm had revenue of $10.1 billion across core services of property, facilities and project management, leasing, capital markets, valuation, and other services.

Global Occupier Services (GOS) at Cushman & Wakefield is a business unit specializing in the provision of a range of services which are specifically tailored to the requirements of globally active companies and their worldwide real estate interests. The range of services provided by GOS varies from market to market and client by client, but is fundamentally built around consultancy, advisory, transaction management, project and development services, workplace, and integrated facilities management services.

JOB SUMMARY

The Community 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 Community Host will be responsible for a dedicated zone or building, acting as the first line of response for all employee questions and needs in that zone or building. This individual will also be responsible for ensuring daily space readiness, so employees can be productive without friction or challenges. The Community Host will function as the “eyes and ears” of the workplace - proactively identifying and solving issues before they pose a challenge to an employee.

Community 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.

**KEY functions and Responsibilities**
- Provide high touch support to employees in the workplace. This includes, providing employees with tools, support, information, and wayfinding.
- Provide a warm welcome to all employees and guests, leaving them with a positive and professional first impression.
- Cultivate and maintain trusted relationships with end users and cross-functional colleagues.
- Act as the first line of response to user questions, troubleshoot issues and follow up as required.
- Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are properly equipped and employee-ready.
- Function as the “eyes and ears” of the workspace and proactively submit work orders to report repairs, required maintenance, broken or missing furniture before an end user is impacted.
- Help educate employees and visitors on equipment, processes, space use, workplace protocols, and etiquette.
- Ensure complaints, questions, concerns, and suggestions from employees are addressed and conduct follow-up, if needed.
- Obtain voice of the customer data (quantitative and qualitative) to capture service needs. Share information with managers, as relevant.
- Follow escalation protocols, having all required knowledge of cross-functional teams’ responsibilities
- Identify and escalate process improvement opportunities to managers and collaborate on new, innovative solutions.
- Foster business and employee engagement and well-being for all employees. Including workers on flexible or hybrid programs.
- Conduct experience sweeps with the Workplace teams to investigate and audit the employee journey and co-create and trial solutions in developing a positive workplace experience.

**Key competencies & requirements**
- Minimum of 2-3 years of related work experience in real estate services, travel/hospitality, retail, customer service or a college degree
- Communication - Comfortable corresponding with executive level clients, and interacting with individuals at all levels
- EQ - Showcase exceptional emotional intelligence and empathy
- Organized - Detail oriented, confident, self-starter with exceptional organizational skills
- Proactive - Maintain a “can do” mentality with the ability to act with mínimal information
- Character - 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 manner
- Technology Proficiency - Ability to successfully use the Microsoft