Workplace Experience Supervisor

RESPONSIBILITIES  

This position is responsible for supervising non-exempt employees on the daily operations of the Workplace Experiences Services for a building or campus with multiple workplace experience team members, oversees operating policies and procedures ensuring those are aligned with the client's business needs, goals and objectives. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

Provides supervision of delivery of Workplace Services. Services include, but are not limited to:
Concierge
Reception / Switchboard
Conference & Meeting 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

Supervises personnel assigned to workplace experience services, including establishing work schedules, assigning tasks, cross-training staff to perform multiple duties as back-up.

Maintains records of costs incurred by workplace team activities. Ensure all billings for business services are invoiced and billed as required. Seeks ways to reduce costs; implements cost savings programs and procedures to increase efficiency. 

Responds to customer requests and complaints regarding Workplace Experience services.

Provides administrative support including meeting coordination, office and workplace experience equipment care, and supply management. 

Assists with 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 to the office. 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.

Utilizes and maintains integrity of databases and other digital tools associated with service delivery, as requested.

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.

SUPERVISORY RESPONSIBILITIES  

Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. 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 4 years related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service)roles preferred. 

Previous experience with customer service preferred. 

CERTIFICATES and/or LICENSES  

None

COMMUNICATION SKILLS  

Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to respond effectively to sensitive issues.

Comfortable meeting and engaging with new people.

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

FINANCIAL KNOWLEDGE  

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

REASONING ABILITY  

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

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 thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department.

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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