Workplace Experience Program Manager

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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.
RESPONSIBILITIES
This position is responsible for the
development, implementation, performance management and continuous improvement
of workplace experience service programs and projects for clients. Services may
be directly delivered by colleagues or third party service providers.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manages development and implementation of
programs associated with the 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
Develops workplace experience program materials,
including client and company brand compliance. Create resource guides and
training materials to support program implementation and operations.
Partners with technology partners to develop or
customize tools as needed to support program objectives. Maintain accuracy and
relevance of resources over time.
Conducts listening exercises to better
understand client needs. Develops performance indicators, rhythm of business
and methodology for performance management and continuous improvement.
Develops or advises in development of resources
and materials needed to facilitate change management associated with workplace
services programs.
Directly manages some workplace services
programs, as required.
Manages some or all facets of project management related to
projects within workplace services programs.
Demonstrates
ability to identify project risks, develop risk mitigation and contingency
plans, and implement action plans to reduce or eliminate project risks
Remains informed about developments within the
Workplace Experience industry, and networked with in-company subject matter
experts to bring world class solutions to bear for the client.
Collaborates with company and client IT teams to
assess of technology, training needs and implementation of program(s), training
and tools for Workplace Experience teams and clients.
Collaborates with client to assess needs and
sets priorities for Workplace Experience Service delivery.
Utilizes and maintains integrity of databases
and other digital tools associated with service delivery, as requested.
Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES
No formal supervisory responsibilities in this
position. Provides informal assistance such as technical guidance, and/or
training to coworkers. May lead project
teams and/or plan, and supervise assignments of lower level employees. . Leads
by example and models behaviors that are consistent with the company's values. Manages 3rd party project delivery
resources/team. Responsible for identifying training needs, tracking
performance, coaching, and motivating team members.
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.


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.

Physical ability to assist with warehouse operations. 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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