Workplace Experience Manager

CB Richard Ellis Playa Vista , CA 90094

Posted 2 months ago

"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



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Workplace Experience Manager

CB Richard Ellis