Workplace Experience Director

CBRE Group, Inc   •  

Arlington, VA

Industry: Real Estate & Construction

  •  

11 - 15 years

Posted 52 days ago

RESPONSIBILITIES


This position is responsible to serve as the primary client contact for delivery of all workplace experience services for an account. Develops and oversees all operating and administrative policies; Develops procedures aligned with the client's business needs, goals and objectives.



ESSENTIAL DUTIES AND RESPONSIBILITIES


Directs the Workplace Experience team to deliver service levels within the prescribed scope and budget; 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


Reviews client's strategic plans and determines appropriate staffing levels to meet expectations; provides direction on personnel management, including recruitment of talent, performance management, and financials.


Creates and manages the overall workplace expertise operating budget and determines annual budgets; Establishes savings goals and creates action plans to improve financial position(s).


Manages accuracy, production, quality and retention of program materials; Ensures client and company materials comply with client and company brand guidelines.


Utilizes and maintains integrity of databases and other digital tools, which may include administration of SharePoint sites or similar associated with service delivery, as requested.


Remains informed about developments within the Workplace Experience industry, and networked with in-company subject matter experts to bring world class solutions to bear for the client.


Manages negotiations for contract services; 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.


Reviews various workplace experience services reports. Meets with client management team and appropriate departments to discuss and resolve discrepancies.


Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for Workplace Experience teams and clients.


Ensure safety standards are met by those delivery workplace experience services; whether company employees or third party service providers.


Reviews business continuity plans on a semi-annual basis and conducts testing as required.


Performs other duties as assigned.



SUPERVISORY RESPONSIBILITIES


Manages the planning, organization, and controls for a major functional area or department. May be responsible for a mix of direct and matrix reports. 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. Monitors appropriate staffing levels and reports on utilization and deployment of human resources. Leads and supports staff in areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising and rewarding performance and retention. 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 10 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


None



COMMUNICATION SKILLS


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.



FINANCIAL KNOWLEDGE


Requires in-depth knowledge of financial terms and principles. Reviews complex financial/business analysis and reports prepared by subordinates. Ability to analyze the most complex business/financial data and develop innovative solutions. Develops and implements financial policies and procedures. Approves and oversees department budget.



REASONING ABILITY


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 complex results. Responsible for setting project, department and/or division deadlines. Errors in judgment may cause long-term impact to line of business and/or overall company.



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)