Dominika Gaj-Vatansever

• Provides coordination and administrative support for delivery of Workplace Services.
• Assists the Workplace Experience Team and CBRE community with general administrative support including all mailroom services, event management, bike locker management, etc. Requests building and/or equipment services as needed.
• Assists with the CBRE community on-boarding process, including new employee orientation, training, equipment and software ordering – workflow assistance and welcoming procedures and first day orientation management.
• Provides administrative support including meeting coordination, office and Workplace Experience equipment care, and supply management.
• Responds to community requests and complaints regarding Workplace Experience services.
• Maintains relationships with vendors that provide services and goods to the office.
• Ensure safety standards are met by those delivery Workplace Experience services; whether CBRE employees or third-party service providers.
• Manages facilities and office requests, follow up on all request upon completion and escalate recurring issues.
• Manage office, client suite and community stock and ensure system is in place to ensure optimum levels.

· To maintain a professional appearance at all times.

· Organizing events dealing directly with the building users.

· Hold regular team / one to one meetings to ensure effective communication.

· Monitor Workplace Experience Team staff performance and take necessary action when required.

· Manage all absence requests including annual leave and sickness, and update on MyHR in line with the relevant processes and procedures.

· Effectively recruit people for the Workplace Experience Team with the appropriate skills, abilities and attitudes to fulfil the job roles.

· To maintain excellent relationships with other service partners.

· Highlight any issues to the Contract Manager if necessary.

· Carry out any reasonable request from management.

· To keep up to date with industry innovations and with the on-site management team to ensure 61 is seen as a lighthouse.

• Managed, coached, and drove the customer service team's performance to achieve KPIs.
• Direct line report to account director with oversight of P&L of over 250,000
• Manage the Reception/Switchboard /Conference Booking team of 20 over 5 buildings.
• Deliver the professional greeting of clients and visitors, to the highest standards.
• Ensure the team leaders and supervisors coordinate their staff to ensure the delivery of exceptional front-of-house services.
• Implement dynamic operational working procedures, to support the delivery of service excellence.
• Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required!
• Implement safe working practices to ensure the safety of building occupiers and visitors.
• Lead monthly management report meetings with the client and build strong relationships with key business leaders.
• Strong detail analysis of service delivery and identify continuous improvements.
• Introduce systems for analysis of service delivery- mystery shoppers etc.
• Conducting visual observations of how staff speak to customers
• Monitor the team’s performance promoting achievements and identifying weaker areas for improvement.
• Quickly researching and investigating issues that concern a customer
• Assessing the customer service department’s operational performance against set targets
• Ensure all aspects of FOH and Admin and HR policies and procedures are adhered to including timesheets, overtime claims, sickness and holiday forms.
• Oversight of the Rotaclous system which allows for digital control over all leave
• SDG amabssador for SLT on site supportig the site straetgy
• Control over ISO9001 for FoH
• Brought attrition rates from 32% to 5% and missed days due to illness is reduced by 60%
• Buddy for Mailroom manager for cover for annual leave, sickness, and training

• I was the second in command to the Head of Client Service deputising her when necessary.
• Attend daily Manager's Meetings to review achievements and challenges and process improvements.
• Produce monthly reports (weekly whereabouts, attendance reports, and monthly visitor log)
• Analyse the monthly finance figures, and represent FOH on the monthly Finance meetings.
• Ensuring that the reception team provides the highest quality standards to all employees, their guests, and all the VIP visitors.
• Making sure the team maintains a high standard of personal appearance and manners to support the company’s image and profile.
• Solely responsible for making sure that all receptions across the site have the right staffing levels and arranging cover where required.
• Ensuring all teams were provided with the necessary training and guidance.
• Managing recruitment, probationary reviews, performance management cases, 1:1’s, and annual appraisals for the Front of House team.
• Responsible for preparing monthly rotas, and managing all annual leave requests.
• Arranging for team members to attend various in-house training sessions for continual development.
• Motivating and promoting a positive work culture whilst reinforcing best practices.
• Ensuring all health and safety procedures are followed and records are maintained for the same.
• Managing meeting rooms for all internal & external meetings.
• Ensure the reception, hospitality, and event teams are aware of all major events taking place on the floor and that all requests are fulfilled correctly and staffed sufficiently including events taking place outside of operational hours.
• Liaise and work closely with all building work streams.
• Dealing with general corporate reception duties (meet & greet; issuing passes; visitor’s announcement; handling calls, e-mails, etc).

• Meeting and exceeding customer’s expectations.
• Providing fast, efficient, and friendly check-in and check-out service.
• Handling internal and external calls.
• Administration assistance (filing confirmations regarding departure and arrival).
• Upselling (upgrading regular booking to higher standard room).
• Resolving customer complaints daily.
• Maintaining customer records database.
• Training for new starters.

Checking in tourist groups and handling all necessary arrangements