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.
The Workplace Experience Manager manages employees and daily operations to increase individual well-being, personal productivity, and organizational effectiveness.
Host uses people-led services to connect employees to their environment through high-touch services and world-class customer service support.
In this role, you would lead a team of Hosts who serve as cultural ambassadors, community advocates, and service leaders in their workplace. The Workplace Experience Manager serves as the point of the contact for the client with the goal of ensuring that operations and processes align with client needs and objectives. This role is located in the financial district in lower Manhattan.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Drives consistent, quality, service through supervision of other Host employees and third parties supporting multiple Experience Services. Services include, but are not limited to: Concierge, Conference & Meeting Room Management, A/V Support, Meeting & Event Management, Community Programs, Workplace Coaching & Onboarding, Workplace Ambassador Program
Manages a team in one or more offices; provides direction on employee management (e.g. recruitment of talent, performance management, employee engagement, employee development etc.); makes recommendations on budgets and cost reductions.
Manages an operating budget and makes recommendations on annual budgets; Ensures all billings for business services are invoiced and billed as required. Ensures that savings goals are met and adhere to approved budgets.
Works with associates to resolve conflicting priorities. Interprets and communicates goals and direction with management. 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 existing processes for multiple Experience Services.
Reviews various Experience Services reports. Meets with client management team and appropriate departments to discuss and resolve discrepancies.
Ensures safety standards are met by those delivery 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; Ensures all vendors used have current proof of insurance and contractual documentation in place, per requirements.
Maintains relationships with vendors who provide services and goods.
Identifies content and manages creation of workplace orientation materials and delivery.
Delivers the Service Business Continuity plan on a semi-annual basis and conducts testing as required.
Performs other duties as assigned.
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.
CERTIFICATES and/or LICENSES
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.
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.
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.
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
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
Hi, we're Host!