Workplace Experience Sr Manager Job ID 189451 Posted 16-Oct-2024 Service line GWS Segment Role type Full-time Areas of Interest Customer Service, Executive Management Location(s) Cambridge - Massachusetts - United States of America 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. **About the role** The Senior Experience Manager serves as a primary client contact for the delivery of Host’s services that seek to increase individual well-being, personal productivity, and organizational effectiveness. Host uses people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and world-class customer service support. In this role, you would develop and oversee the Experience team’s operations as they provide services for a building, campus, or portfolio, with the goal of ensuring that these operations align with client goals and needs. **What you'll do** Drives consistent, quality, service through supervision of other Host employees and third parties supporting multiple experience service types throughout a large campus or multi-site portfolio. Services include, but are not limited to: Concierge, Reception / Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, 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 and Cable Management, Space Reset, Entrance Screening Protocol and Workplace Onboarding. Manages a team throughout a large campus or multi-site portfolio; provide direction on employee management (e.g. recruitment of talent, performance management, employee engagement, employee development, etc.); makes recommendations on budgets and cost reductions. Creates and manages the overall Experience Services operating budget and determines annual budgets; Establishes savings goals and creates action plans to improve financial position(s). Negotiates with clients, partners, and associates to resolve conflicting priorities. Sets goals and direction to meet and exceed client expectations. 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 multiple Experience Services throughout a large campus or multi-site portfolio. Reviews various Experience Services reports. Meets with client management team and appropriate departments to discuss and resolve discrepancies throughout a large campus or multi-site portfolio. Ensures safety standards are met by those delivering 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; May inform strategic plan for utilization of vendor partnerships. Ensure all vendors used have current proof of insurance and contractual documentation in place, per requirements. Maintain relationships with vendors who provide services and goods. Identifies content and manages creation of workplace orientation materials and delivery throughout a large campus or multi-site portfolio. Deliver the Service Business Continuity plan on a semi-annual basis and conduct testing as required throughout a large campus or multi-site portfolio. May be responsible for managing large programs delivered by third party vendors, such as food, transportation, events, or mail. **What you'll need** HS Diploma or GED required or equivalent combination of education and experience (equivalent work experience = 2 years’ experience for every year of higher-level education). Bachelor's degree (BA/BS) or other relevant vocational training preferred. Minimum of 8+ years of related experience, with 3 of those in management or supervisory capacities preferred (e.g. Front of House Manager, Lead Concierge, Hospitality, Rooms Manager, Experience Manager or Event Manager). Prior supervisory & customer service experience is highly preferred. 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. Utilize a high level of attention to detail as well as strong interpersonal skills. Have a positive attitude and a strong sense of urgency in resolving any issues that may arise. 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. Proficient 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. Ability to work flexible work schedules based on office needs. Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision. Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift to 20 lbs. and occasionally lift/move up to 40 lbs. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. **Why CBRE?** We promote an inclusive environment and are committed to our employees feeling safe, valued, and heard! With a shared foundation of respect, integrity, service, and excellence—values we call RISE—we use our position as a leading global company to positively impact the lives of our employees and clients. Our competitive and comprehensive benefits program was designed to make sure you feel valued in your role, with benefits that support the mental, physical, emotional, and financial health of you and your family, such as Medical, Dental, Vision, Life Insurance, and 401k. **Equal Employment Opportunity:** CBRE is an equal opportunity employer that values diversity. We have 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. **Candidate Accommodations:** CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada). **NOTE:** Some, but not all, of our positions may have an additional requirement to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing. If you have questions about the requirement(s) for this position, please inform your Recruiter. Host Host is a service line of CBRE, the world's largest commercial real estate organization. Our mission is to increase individual well-being, personal productivity and organizational effectiveness through people-led, technology-enabled services. Put simply: our goal is to help people work smarter and delight in doing it. Our experience offering connects employees to their environments - via technology, amenities, and communities that matter the most. Host’s scalable product suite includes concierge-quality services provided by talented CBRE “hosts”; world-class customer service training and certification; and a powerful, enterprise-grade technology platform. The platform, which can be tailored to specific client requirements, features a robust mobile experience that allows users to navigate the workplace, schedule meetings with colleagues, reserve workspaces, use food and beverage services, and access building and concierge services. Find out more (https://www.cbre.com/services/plan-lease-and-occupy/experience-services) CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)