What Gen Z really wants from the office, and why FM teams should pay attention

By Hanna Barrett, Director of Operations at Portico

There’s been no shortage of debate over the future of the office. Will hybrid become the permanent norm? Is the five-day commute dead? Has remote work won?

But these questions often overlook a critical group: the new generation of workers who are entering the professional world for the first time. And the signals they’re sending might just surprise us.

Gen Z, typically defined as those born between 1997 and 2012, is beginning to shape workplace culture in visible ways. While many expected this digital-native generation to push for permanent remote work, the opposite is starting to unfold. More and more, Gen Z workers are choosing to come into the office.

This shift has important implications for those of us responsible for designing, managing and delivering workplace environments. For facilities and estates teams, it presents both a challenge and an opportunity to meet evolving expectations and create spaces that truly support the workforce of the future.

A generation drawn to presence and connection

Gen Z came of age during a time of profound uncertainty. From global lockdowns to the climate crisis, theirs is a generation shaped by instability, but also resilience and adaptability. They are digitally fluent, socially conscious, and place high value on wellbeing, community and purpose. Their desire to connect in-person is strong. They value the opportunities that a physical workplace can offer: mentoring, visibility, collaboration and social interaction.

A recent Deloitte study found that over 70% of Gen Z workers appreciate in-person time with colleagues, even if it requires commuting. Rather than viewing the office as an outdated fixture, many see it as a place to grow professionally and socially.

Importantly, this doesn’t mean younger workers want to abandon flexibility. It means they view the office as one part of a broader ecosystem – a space for certain types of work, connection and development. That puts pressure on employers and FM teams to ensure the space delivers real value when people choose to use it. Guest services, in particular, have a role to play in ensuring those moments of in-office interaction feel welcoming and intentional.

The office as a values-driven environment

This generational shift challenges outdated narratives about the death of the office. But it also raises the bar. Gen Z isn’t interested in returning to beige, function-first environments. They want spaces that reflect their values and respond to their needs.

That means workplaces must now do more than house people. They must inspire, support and connect them.

This has major implications for the way we think about layout, services and building performance. For example:

• Shared spaces matter: Gen Z is more likely to use communal areas such as breakout zones, social spaces and informal meeting rooms. These aren’t perks, they’re essential parts of how this generation builds relationships at work.
• Design signals values: Sustainability, accessibility and wellness are non-negotiables. Offices that invest in biophilic design, inclusive facilities and wellbeing support will better align with Gen Z expectations.
• Technology must be seamless: While this group is tech-savvy, they’re also impatient with friction. Tools that don’t integrate well, booking systems that are clunky, or inconsistent hybrid meeting tech can all undermine the workplace experience.

These aren’t superficial preferences, they’re reflections of deeper shifts in how work and identity now intersect. If we want younger talent to feel welcome, we need to demonstrate that the physical environment is keeping pace.

Facilities management as experience leadership

This is where facilities professionals have a major opportunity. Traditionally, FM has operated behind the scenes, ensuring things run smoothly, systems work efficiently, and spaces stay compliant. But as expectations around the workplace evolve, FM is stepping into a new, more visible role: curating experience.

From how people are greeted when they arrive, to how clean and comfortable shared spaces feel, every touchpoint shapes the overall perception of a workplace. And for Gen Z, who are often visiting these spaces with fresh eyes, those first impressions count.

We’re seeing growing interest in service-led FM models that take cues from hospitality. Guest services teams are central to this, providing the human layer that makes the built environment feel alive, warm and intuitive. This might mean better front-of-house visibility, more responsive cleaning and maintenance teams, or using feedback tools to understand what occupants actually want.

At Portico, where I oversee operations, we’ve seen how a more people-centric approach can change behaviour. For example, when concierge-style services are offered in multi-tenant buildings, usage of communal amenities goes up. When wellness rooms are properly signposted and integrated into the culture of a building, younger employees are more likely to use them.

But this isn’t about importing hotel-style gloss, it’s about anticipating needs, responding quickly, and making people feel valued. It’s about creating a workplace that works for people, not just one they work in.

Data with empathy

Understanding what Gen Z wants isn’t just a matter of instinct, it requires insight. Facilities leaders are increasingly making use of data from sensors, feedback platforms and usage analytics to track how different areas are performing.

But numbers only tell part of the story. To really understand this generation, qualitative input matters too. That means involving younger employees in workspace planning conversations, asking them what matters to them, and being open to experimentation.

This could involve trialling different space layouts, running listening sessions, or co-creating wellness initiatives with early-career staff. The more engaged younger workers feel in shaping their environment, the more likely they are to invest in it.

Planning for the long term

We are now at a crossroads in workplace strategy. Some organisations are reducing their office footprint, while others are doubling down on physical space. But wherever you sit on that spectrum, the reality is this: the expectations of the next generation are reshaping the purpose of the office.

Facilities and estates teams are uniquely positioned to turn this shift into a strength. By embracing a more holistic, user-led approach to workplace planning and service delivery, they can help futureproof the built environment for decades to come.

That doesn’t mean chasing trends. It means listening closely to what Gen Z is telling us, and taking it seriously.

Conclusion

Gen Z isn’t demanding a return to the traditional office, nor are they fully embracing remote work as the answer. Instead, they’re calling for workplaces that enable real connection, meaningful experiences, and shared purpose.

For FM leaders, that’s not a threat, it’s a mandate. With guest services playing a vital supporting role, this is the moment to reimagine what the office can be, not just for today’s occupants, but for the workforce of the future.