Facility Rockstars | The Art of Hospitality in Facility Management

The Art of Hospitality in Facility Management | Agata Gojzewska

July 3, 2025 / 39:18/E69

Agata Gojzewska, Senior Facilities Manager at CBRE, shares her extensive experience in real estate and facilities management, emphasizing the importance of building relationships before they are needed. She discusses the unpredictability of the facilities world, stressing the necessity of having plans A, B, and C, and illustrates this with anecdotes from her career. Agata highlights the evolving role of facilities management from a reactive, behind-the-scenes function to a proactive, client-focused service, emphasizing hospitality and strategic partnership. She also touches on the challenges of managing facilities with varying office attendance and the integration of occupancy sensors for better space planning. Agata recounts her professional journey, starting from her roots in Poland to her current role, and offers advice on building a strong network in the industry.

Takeaways:

Build Relationships Proactively: Ensure to establish and nurture relationships with key stakeholders and service providers before you actually need their assistance. This approach ensures smoother collaborations in times of need.
Be Prepared for Anything: In the facilities management world, unpredictability is the norm. Develop contingency plans (Plan A, B, C) to tackle unexpected challenges efficiently.
Develop Problem-Solving Skills: Having a solid plan is crucial, but being able to pivot and make quick judgments is equally important. Continuous improvement in problem-solving abilities is vital.
Maintain Transparency with Clients: Keep clients informed about ongoing issues and updates to avoid surprises. This transparency helps in maintaining trust and mitigating misunderstandings.
Participate in Onboarding: Integrate facilities management into the onboarding process to provide new employees with a comprehensive tour and understanding of the work environment. This fosters better initial relationships and smoother transitions.
Present a Strong On-site Presence: Establish daily on-site visibility to foster better relationships and strategic partnerships with other teams and clients. This helps facilities management be seen as a strategic partner rather than just a maintenance function.
Engage in Continuous Learning and Networking: Attend webinars, participate in networking events, and continuously seek opportunities for professional development. Building a robust professional network and updating your skill set are keys to long-term success.

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