Workplace Experience Manager

at  CBRE

TENANT EXPERIENCE AND GENERAL MANAGEMENT

• Embody and display both CBRE and Landlord values and service principles in all in-person and virtual interactions with occupiers, guests, our Landlord partners, 3rd party amenity partners and vendors, including:
• Build strong bonds with occupiers ensuring their experiences are personalized and their days are productive. Become an invaluable resource and partner to current workplace experience, HR, or office managers in the building. Build relationships with tenants outside of lobby interactions by being proactive in your efforts to engage the tenants throughout the building.
• Confidently, empathetically and professionally communicate and resolve issues with all building stakeholders.
• Greet and assist all in a friendly and welcoming manner according to our proprietary arrival standards and daily interaction steps of service.
• Treat vendors and 3rd parties as partners - make our success their success.
• Identify and execute key hospitality processes and operations that support both our occupiers, our guests, and our greater building teams experience.
• Model and deliver on any new hospitality standards related to new products and services both internally and to the rest of the building team.
• Deliver on both the team and occupier Surprise & Delight monthly standards.
• Ensure digital and physical communications methods (mobile app/digital signage, physical signage etc.) are up to date and functioning appropriately.
• Establish clear systems and procedures that set the rest of the amenity and CBRE team up for success in your absence.
• Oversee the ordering, restocking, receiving and inventory of all amenity supplies in a timely manner, avoiding outages, while managing COGs efficiently.
• Ensure all the amenity spaces are spotless at all times.
• Escalate technical/AV issues via Property Management according to the responsibility matrix.
• Manage A/V vendors and IT problem resolution if/when they are contracted.
• Manage a team and consistently identify ways to improve the systems and processes to ensure optimized operations and experiences.

ABOUT THE ROLE:

As a CBRE Workplace Experience Manager, you will be responsible for managing employees that oversee the delivery of workplace experience services. Examples of services include Concierge, Reception, Meeting & Event Management, and administrative office duties.
This job is part of the Workplace Experience function. They are responsible for providing world-class customer service to the clients and visitors of a designated building.
What You’ll Do:

To perform this job successfully, an individual will need to perform each crucial 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 essential functions.

• Bachelor’s Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred.
• Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
• Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job field and department.
• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Extensive organizational skills with a strong inquisitive mentality.
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future