Workplace Experience Manager

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“We are Host! Designed to
complement CBRE’s occupier and landlord service offerings, the Host mission is
to create and scale people-led, technology-enabled services that increase
individual well-being, personal productivity and organizational effectiveness.
Put simply: our goal is to help people work smarter and delight in doing it.”
CBRE is
the global leader in commercial real estate services, has been ranked the
industry’s top brand by the Lipsey Company for 15 consecutive years, and has
been named one of Fortune’s “Most Admired Companies” in the sector four years
in a row. Through our values of respect, integrity, service and excellence, we
maintain a relentless focus on creating winning outcomes for our clients,
employees and shareholders.
WE OFFER
A commitment to your
career so you can grow with the group
An awesome team with
whom to collaborate (including great consulting partners)
A competitive
compensation package, complete with benefits
(Medical/Dental/Vision/401(k)/Disability)
An open /atmosphere that
encourages learning and contributing back to the community. We support staying
on top of the latest best practices and tools
An environment that
fosters participating in external conferences

Flexible work schedules and casual atmosphere
JOB SUMMARY
This position is responsible for managing exempt and non-exempt employees on
all aspects of the delivery of workplace experience services for a large
building, campus, or portfolio. Oversees operating policies and procedures
ensuring those are aligned with the client's business needs, goals and
objectives.



ESSENTIAL DUTIES AND RESPONSIBILITIES
Manages delivery of Workplace Services. Services include, but are not limited
to:

Concierge

Reception / Switchboard

Room Management

A/V Support

Meeting & Event Management

Community Programs

Workplace Coaching & Onboarding

Food Services

Parking & Commute

Bicycle & Local Shuttle

Supported Employment

Company Store

Pet Programs

Document Services

Mail Services

Record Archiving

Office Supply Management

Moves, Adds, Changes

Furniture Management

Space Reset

Workplace Onboarding



Manages a team in one or more offices; provides direction on employee
management (e.g. recruitment of talent, performance management, etc.); makes
recommendations on budgets and cost reductions.



Manages an operating budget and makes recommendations on annual budgets; Ensure
all billings for business services are invoiced and billed as required. Ensures
that savings goals are met and adhere to approved budgets



Ensures consistency in support provided by the team through continuous review
and improvement of existing processes. Works with managers to resolve
conflicting priorities. Interprets and communicates goals and direction with
management, sets achievable goals that are linked to the objectives of the
organization.



Manages Workplace Experience team member and third party service provider
on-boarding process, including new employee orientation, training, equipment
and software ordering.



Maintains relationships with vendors that provide services and goods. Ensures
all vendors used have current proof of insurance and contractual documentation
in place, per requirements.



Manages accuracy, production, quality and retention of program materials; which
may include administration of SharePoint sites or similar. Ensures client and
company materials comply with client and company brand guidelines.



Collaborates with company and client IT teams to assess technology, training
needs and implementation of program(s), training and tools for Workplace Experience
teams and clients.



Ensure safety standards are met by those delivery workplace experience
services; whether company employees or third party service providers.



Assists in the completion of the office Business Continuity plan.



Performs other duties as assigned.
Create Great Impressions
Leads seamless, delightful, and superior welcome,
workday, and departure experience for all
Works across teams to
proactively communicate and prepare for all events, anticipate and address
concerns, and ensure operational success without incident
Ensures that pertinent
and on-brand communications are proactively crafted, posted, and distributed,
as appropriate
Create Great Outcomes
Serves as the connective
tapestry across employee experience, over arc of day
Works with facilities
team to anticipate and resolve obstacles in the workplace
Implements and monitors
standards of service to meet and exceed expectations and looks for opportunities
to improve efficiencies across hospitality operations and expenditures
Create Delight
Consistently creating new
opportunities to bring delight into the workplace through engagement, events,
and surpassing the expected
Familiar with all services within the facility and
works with facilities management and human capital teams to facilitate
hospitality approach across services
Knowledgeable about the
surrounding area, creates opportunities to engage across campus and community, and
ensures library of information is updated, proactively distributed, and readily
available upon request
SUPERVISORY RESPONSIBILITIES
Provides formal supervision to individual employees within single functional or
operational area. Approves subordinate's recommendations for staff recruitment,
selection, promotion, advancement, corrective action and termination.
Effectively recommends same for direct reports to next level management for
review and approval. Plans and monitors appropriate staffing levels and
utilization of labor, including overtime. Prepares and delivers performance
appraisal for staff. Mentors and coaches team members to further develop
competencies. Leads by example and models behaviors that are consistent with
the company's values.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative
of the knowledge, skill, and/or ability required.



Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.




EDUCATION and EXPERIENCE
HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant
vocational training preferred. Minimum of 6 years related (e.g. Front Desk,
Concierge, Hospitality, Room Management, or Customer Service) roles preferred.
Previous supervisory & customer service experience preferred. Additional
facilities management experience preferred. Ability to manage 7 direct reports
and corresponding teams. Previous experience in a human capital managerial
capacity. Proven ability to guide and coach team members across different units.
Recognized commitment to Guest Service and exceeding guest expectations.
CERTIFICATES and/or LICENSES
None


COMMUNICATION SKILLS
Ability to comprehend, analyze, and interpret the most complex business
documents. Ability to respond effectively to the most sensitive issues. Ability
to write reports, manuals, speeches and articles using distinctive style.
Ability to make effective and persuasive presentations on complex topics to
employees, clients, top management and/or public groups. Ability to motivate
and negotiate effectively with key employees, top management, and client groups
to take desired action.



Comfortable meeting and engaging with new people.



Warm and engaging demeanor. Ability to assess circumstances, empathize and
offer help.




FINANCIAL KNOWLEDGE
Requires in-depth knowledge of financial terms and principles. Ability to
calculate complex figures. Ability to forecast and prepare budgets. Conducts
financial/business analysis including the preparation of reports.


REASONING ABILITY
Ability to solve advanced problems and deal with a variety of options in
complex situations. Requires expert level analytical and quantitative skills
with proven experience in developing strategic solutions for a growing
matrix-based multi-industry sales environment. Draws upon the analysis of
others and makes recommendations that have a direct impact on the company.


OTHER SKILLS and ABILITIES
Intermediate skills with Microsoft Office Suite products such as Word, Excel,
PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and
embracing of new technologies and digital tools; such as Apps, databases,
financial management, work order management, social networking, cloud
technologies, handheld mobile technologies and applications, and
communications.



Best candidates will have a genuine interest in in anticipating and serving the
needs of others. A warm demeanor and desire to collaborate with others is key.



Frequent
standing and walking
. Able to lift 50 lbs.


SCOPE OF RESPONSIBILITY
Decisions made with in-depth understanding and interpretation of procedures,
company policies and business practices to achieve general results. Responsible
for setting department deadlines. Errors in judgment may cause long-term impact
to co-workers, supervisor, department and/or line of business.



SAFETY
1. Complete at a satisfactory level all required and assigned HSE training

2. Follow all activity policies and procedures, including all HSE related
requirements at all times

3. Participate in all HSE related programs & activities as required,
including incident investigations, interviews, auditing and assessment, etc.

4. Report any condition which you feel could result in an accident or injury
and / or stop work if required



In addition:

1. Be aware of and understand all safe work practices and procedures and
potential hazards associated with the work environment

2. Maintain and wear at all times required appropriate personal protective
equipment (PPE)

3. Apply appropriate material handling techniques at all times,

4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts,
etc.) if properly trained, qualified and authorized to do so.



As a Supervisor:

1. While adhering to all HSE requirements established for CBRE employees,
supervisors and managers are required to:

a. Provide sufficient distraction free time for employees to complete all
required HSE training & support the HSE training program implicitly

b. Investigate and resolve (if possible) all reported unsafe conditions / acts
and communicate results back to the affected stakeholders

c. Support stop work authority when it is exercised in good faith

d. Communicate any / all potential workplace hazards and workplace procedures
US Company Profile
About CBRE (NYSE: CBRE): At CBRE, you are empowered to take your career path into your own hands. Enjoy workplace flexibility in a global organization with tremendous scale. Work in an inclusive and collaborative environment with supportive teammates. Come experience the employee advantage at CBRE.
CBRE has a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.
As a Fortune 500 worldwide leader in real estate services, CBRE’s more than 90,000 professionals provide exceptional outcomes for clients in over approximately 480 offices worldwide.  When it comes to real estate, CBRE sees potential everywhere. We turn scale into strength, expense into performance, and property into prosperity. Visit cbre.us.

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