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CBRE Senior Workplace Experience Manager in Cambridge, Massachusetts

Senior Workplace Experience Manager

Job ID

45996

Posted

07-Jan-2022

Service line

GWS Segment

Role type

Full-time

Areas of Interest

Administrative, Customer Service

Location(s)

Remote - US - Remote - US - United States of America, San Francisco - California - United States of America

Hi, we’re Host!

We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen.

As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.

Are you an experienced team leader who has excelled at a front desk, in customer service, guest service, retail or hospitality? Would you enjoy putting your skills to work in a corporate environment with weekday working hours at a global Fortune-150 firm? With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it’s ever been.

JOB SUMMARY

The Senior Workplace Experience Manager serves as a strategic leader and primary client contact for the delivery of facility and workplace experience services in the Northwest market including sites in the Portland, Sacramento, Seattle and Boise market. In this role, you will be responsible for leading the Northwest team acting as the team and site leader as well as aligning with the client’s needs. The individual in this role will lead strategically, have world class written and verbal communication skills, and will possess the ability to collaborate with a diverse group of business leaders and stakeholders.

DUTIES & RESPONSIBILITIES

Leads the operations of facilities within a region.

Consulting skills in Real Estate to serve our clients including identifying issues, drivers, alternatives and recommendations

Provide proactive guidance that results in lower costs and improved outcomes

Proactive problem identification and solving

Develops and maintains a positive relationship with their key Real Estate Portfolio Manager client. Conducts client meetings, communicates to clients regarding portfolio facilities performance. Communicates to clients regarding property profiles, emergency preparedness plans, site inspections, facility audits, work order progress reports, and other related reports.

Services include, but are not limited to: Concierge, Reception, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, Food Services, Parking & Commute, Bicycle & Local Shuttle, Supported Employment, Company Store, Document Services, Mail Services, Record Archiving, Office Supply Management, Moves, Adds, Changes, Furniture and Cable Management, Space Reset, Space Management, Entrance Screening Protocol and Workplace Onboarding.

Manages a team throughout a large campus or multi-site portfolio; provide direction on employee management (e.g., recruitment of talent, performance management, employee engagement, employee development, etc.); makes recommendations on budgets and cost reductions.

Creates and manages the overall Experience Services operating budget and determines annual budgets; Establishes savings goals and creates action plans to improve financial position(s).

Negotiates with clients, partners, and associates to resolve conflicting priorities. Sets goals and direction to meet and exceed client expectations. Sets achievable goals that are linked to the objectives of the organization.

Ensures consistency in support provided by the team through continuous review and improvement of multiple Experience Services throughout a large campus and multi-site portfolio.

Strives for continual improvement and innovation within portfolio of direct responsibility as well as the within the broader North America portfolio, while keeping in mind the global program mindset of the client.

Develop strategies to enable workplace experience team to anticipate changes within the customer group and foster a culture of a growth mindset within the team, to continually improve the experience for all that visit the region’s sites.

Work on collaborative team to develop action plans and implement annual North America Portfolio strategic initiatives in alignment with continuity of system and process improvement.

Develops and recommends strategic facility management objectives for clients. Prepares capital project budgets and operating budget reports. Prepares periodic operating budget variance reports.

Develops policies and procedures to ensure that client contract specifications are fulfilled.

Drives consistent, quality, service through supervision of other Host employees and third parties supporting multiple experience service types throughout a large campus or multi-site portfolio.

Reviews various Experience Services reports. Meets with client management team and appropriate departments to discuss and resolve discrepancies throughout a large campus or multi-site portfolio.

Ensures safety standards are met by those delivering Experience Services, whether company employees or third-party service providers.

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

Manages negotiations for contract services; May inform strategic plan for utilization of vendor partnerships. Ensure all vendors used have current proof of insurance and contractual documentation in place, per requirements.

Prepares presentations to management and client to obtain approval for projects.

Identifies content and manages creation of workplace orientation materials and delivery throughout a large campus or multi-site portfolio.

Responsible for facility inspections for quality assurance on a periodic basis. Ensures facility procedures comply with local, state, and federal regulations.

Maintain relationships with vendors who provide services and goods.

Support the delivery of the Service Business Continuity plan on a semi-annual basis and conduct testing as required throughout a large campus or multi-site portfolio.

May be responsible for managing large programs delivered by third party vendors, such as food, transportation, events or mail.

DE&I execution and opportunity development with local team and portfolio level including diverse suppliers.

Uses PC for work order system, email, ESS and training.

Performs other duties as assigned.

QUALIFICATIONS

HS Diploma or GED required or equivalent combination of education and experience (equivalent work experience = 2 years’ experience for every year of higher-level education). Bachelor's degree (BA/BS) or other relevant vocational training preferred.

Minimum of 6+ years of related (e.g., Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred.

Prior supervisory & customer service experience is highly preferred.

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 internal and external audiences.

Comfortable meeting and engaging with new people.

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

Utilize a high level of attention to detail as well as strong interpersonal skills.

Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.

Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.

Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.

Proficient 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.

Ability to work flexible work schedules based on office needs.

Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.

Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift up to 20 lbs. and occasionally lift/move up to 40 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 mid-term impact to co-workers, supervisor, department and/or line of business.

SAFETY

Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:

  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.

As a manager:

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

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

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

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

  4. Communicate any / all potential workplace hazards and workplace procedures.

CBRE is an equal opportunity/affirmative action employer with 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.

NOTE: An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)

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