Workplace Experience Supervisor

The individual in this role would serve as the point of contact for the client with the goal of ensuring full operational and process alignment with clients' needs and objectives. The Workplace Experience Supervisor is responsible for managing a team of Hosts who serve as cultural ambassadors, community advocates, and service leaders in their workplace.

Host uses people-led services to connect colleagues to their environment through high-touch services and world-class customer service support.

This role is located at our client's site in the Desert Ridge area of Phoenix.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Demonstrates leadership and customer service that reflects a warm, friendly, professional greeting to all colleagues and visitors. Proactively engages and introduces themselves throughout the workplace.

Provides supervision of delivery of Colleague Workplace Services. Services include, but are not limited to: Concierge, Room Management, A/V Triage, Meeting & Event Support, Supply and Equipment Management, Workplace Onboarding, and Community Engagement Support.

Supervises personnel assigned to workplace experience services, including establishing work schedules, proper delegation of tasks, developing training and development opportunities, and cross-training.

Maintains records of costs incurred by Workplace Experience Team. Ensures all billings for services and properly coded, invoiced, and processed with client. Seeks ways to reduce costs and implement cost savings programs to increase efficiency.

Serves as point-of-contact and team representative of the Workplace Experience Team with client and on-site service providers.

Manages accuracy, production, quality, and retention of client materials; which may include administration of SharePoint sites or similar. Ensure client and company materials comply with client and company brand guidelines.

Maintains records and logs of consolidated service requests and completion status to share with client, if applicable. Evaluates the teams responses to assure compliance with all client policies and procedures, including continual coaching and improvement in professionalism of handling of requests.

Responds to escalated colleague requests and complaints regarding colleague workplace services. Ensures proper follow-up and handling is followed.

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

Follow security and emergency procedures as defined for the property. Respond to emergency situations in a calm, efficient manner. Summon appropriate assistance and make appropriate notifications in accordance with operating procedures.

Curate and administer of the Host platform and client materials customized to meet to the full Host experience. Ensure client and company materials comply with client and company brand guidelines.

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