Position Summary
The Senior Workplace Hospitality & Floor Services Lead serves as the primary point of contact for clients, guests, vendors, and employees, delivering a high-touch, white-glove hospitality experience. This role maintains a strong floor presence and oversees workplace operations, conference services, office services, mail and shipping functions, and client support while ensuring an exceptional workplace experience and operational excellence.
Key Responsibilities
Hospitality & Workplace Experience
· Provide VIP-level customer service and act as the face of workplace services.
· Greet and assist visitors, employees, and vendors with professionalism and discretion.
· Serve as a workplace resource by providing wayfinding, building information, and office support.
· Anticipate client needs and proactively enhance the employee and guest experience.
· Ensure all workplace amenities, technology, and services are functioning properly and coordinate resolution of issues with Facilities, IT, Security, or Maintenance teams.
Office Operations & Service Delivery
· Manage service requests including Conference Rooms, printing, copying, binding, scanning, shipping, and mailing services.
· Operate multifunction devices and advanced Microsoft Office and Adobe Acrobat printing features.
· Coordinate conference room reservations, meeting support, event services, and food & beverage requests.
· Monitor inventory, maintain supply rooms, stock paper and toner, and coordinate replenishment activities.
· Receive, sort, track, and distribute mail and packages within established service levels.
· Maintain accurate records, productivity reports, and service documentation.
Customer Service & Problem Resolution
· Respond to high volumes of calls and emails with professionalism and urgency.
· Resolve complex customer issues using sound judgment and strong problem-solving skills.
· Collaborate with Facilities, IT, Security, Finance, Travel, and other support teams to deliver seamless service.
· Manage multiple priorities in a fast-paced environment while maintaining exceptional attention to detail.
Leadership & Business Support
· Act as a liaison between the client and CBPS to ensure service excellence.
· Oversee contracted workplace services and ensure quality standards are met.
· Support staff training, workflow coordination, productivity tracking, and departmental initiatives.
· Assist with project coordination, operational improvements, and implementation of best practices.
Qualifications
· Bachelor's degree or equivalent experience.
· 3+ years of experience in hospitality, workplace services, conference services, High touch customer service, or office operations.
· Strong communication, organizational, and time-management skills.
· Proven ability to build relationships, manage competing priorities, and deliver exceptional customer service.
· Proficiency in Microsoft Office Suite, Adobe Acrobat, shipping systems, and office technology.
· Print, copy, mail, and binding experience preferred.
Key Competencies
· White-glove hospitality and customer service
· Strong ownership and accountability
· Attention to detail and operational excellence
· Resourceful problem-solving and adaptability
· Professional communication and relationship management
· Ability to work independently and collaboratively
Physical Requirements
· Frequent standing, walking, bending, reaching, and lifting.
· Ability to lift up to 50 pounds occasionally.
· Ability to work overtime as business needs require.
What We Offer
· Competitive compensation and benefits.
· Career growth and professional development opportunities.
· A positive, customer-focused work environment.
· Employee discounts on products, services, and entertainment nationwide.
Pay: $31.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Experience:
- Hospitality: 3 years (Preferred)
- Customer service: 1 year (Required)
- Leadership: 1 year (Preferred)
Work Location: In person
