JOB SUMMARY

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.

DUTIES & RESPONSIBILITIES

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.

Performs other duties as assigned.

QUALIFICATIONS

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.

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 mid-term impact to co-workers, supervisor, department and/or line of business.

SAFETY

Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:

Complete at a satisfactory level all required and assigned HSE training.

Follow all activity policies and procedures, including all HSE related requirements at all times.

Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.

Report any condition which you feel could result in an accident or injury and / or stop work if required.

As a Supervisor / Manager:

While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:

Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.

Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.

Support stop work authority when it is exercised in good faith.

Communicate any / all potential workplace hazards and workplace procedures.

CBRE carefully considers multiple factors to determine compensation, including a candidate's education, training, and experience. The minimum salary for the position is $125,000 annually and the maximum salary for the position is $155,000. The compensation that is offered to a successful candidate will depend on the candidate's skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE's applicable benefit program. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.