Senior Workplace Services Manager
Company: CB Richard Ellis
Location: Santa Monica
Posted on: June 21, 2022
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Job Description:
Senior Workplace Services Manager
Job ID
64572
Posted
06-May-2022
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Administrative, Facilities Management
Location(s)
Santa Monica - 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.
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 Experience Manager serves as a primary client contact
for the delivery of Host's services that seek to increase
individual well-being, personal productivity, and organizational
effectiveness.
Host uses people-led, technology-enabled services to connect
employees to their environment via their mobile devices, as well as
through high-touch services and world-class customer service
support.
In this role, you would develop and oversee the Experience team's
operations as they provide services for a building, campus, or
portfolio, with the goal of ensuring that these operations align
with client goals and needs.
DUTIES & RESPONSIBILITIES
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.
Services include, but are not limited to: Concierge, Reception /
Switchboard, Room Management, A/V Support, Meeting & Event
Management, Community Programs, Meeting Supply Equipment, 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 and Cable Management, Space Reset, 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 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.
Maintain relationships with vendors who provide services and
goods.
Identifies content and manages creation of workplace orientation
materials and delivery throughout a large campus or multi-site
portfolio.
Deliver 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.
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 8+ years of related experience, with 3 of those in
management or supervisory capacities preferred (e.g. Front of House
Manager, Lead Concierge, Hospitality, Rooms Manager, Experience
Manager or Event Manager).
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 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.
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 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.
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.
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 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:
* Complete at a satisfactory level all required and assigned HSE
training.
* Follow all activity policies and procedures, including all HSE
related requirements at all times.
* Participate in all HSE related programs & activities as required,
including incident investigations, interviews, auditing and
assessment, etc.
* Report any condition which you feel could result in an accident
or injury and / or stop work if required.
As a Supervisor / Manager:
While adhering to all HSE requirements established for CBRE
employees, supervisors and managers are required to:
* Provide sufficient distraction free time for employees to
complete all required HSE training & support the HSE training
program implicitly.
* Investigate and resolve (if possible) all reported unsafe
conditions / acts and communicate results back to the affected
stakeholders.
* Support stop work authority when it is exercised in good
faith.
* 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.
Keywords: CB Richard Ellis, Santa Monica , Senior Workplace Services Manager, Executive , Santa Monica, California
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