Description
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.
Job Summary
The Experience Director serves as the 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.
This role serves on the Account/Property Leadership team and is focused on managing our
strategy for delivery of Experience Services delivering tangible concepts to our diverse
customer base, and managing long term value across the Experience platform.
Essential Duties and Responsibilities
EQUAL OPPORTUNITIES
We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age.
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 10+ years related, with 5 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 up 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 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
Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
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.
As a Supervisor / Manager:
While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:
1. Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.
2. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.
3. Support stop work authority when it is exercised in good faith.
4. Communicate any / all potential workplace hazards and workplace procedures.
*An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.
CBRE is an equal opportunity/affirmative action employer with 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.
CBRE is an equal opportunity/affirmative action employer with 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.
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
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.
Job Summary
The Experience Director serves as the 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.
This role serves on the Account/Property Leadership team and is focused on managing our
strategy for delivery of Experience Services delivering tangible concepts to our diverse
customer base, and managing long term value across the Experience platform.
Essential Duties and Responsibilities
- Directs the Experience Services team to deliver service levels within the prescribed scope and budget. 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, Workplace Onboarding.
- Reviews and contributes to client's strategic plans and determine appropriate staffing levels to meet expectations; provides direction on Host management, including recruitment of talent, performance management, employee engagement, employee development and financials.
- Responsible for Host revenue and expense management for assigned account/property.
- 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.
- Manages development, production, quality and retention of Host team.
- Provides vision, strategy and implementation guidance for full scope of Host services. Manages client relationship.
- Remains informed about developments within the Experience Services industry, and networks with in-company subject matter experts to bring world class solutions to bear for the client.
- Monitors key service delivery metrics. Takes corrective action as needed. Meets with 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.
- Ensures necessary tools and technology are available for Experience Services teams and clients.
- Delivers strategic plan for utilization of vendor partnerships.
- Maintains relationships with vendors who provide services and goods.
- Ensures orientation is best in class throughout a large campus or multi -site/cross-regional disparate portfolio.
- Ensures quality and regular audits of the Service Business Continuity plan.
- Performs other duties as assigned.
EQUAL OPPORTUNITIES
We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age.
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 10+ years related, with 5 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 up 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 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
Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
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.
As a Supervisor / Manager:
While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:
1. Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.
2. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.
3. Support stop work authority when it is exercised in good faith.
4. Communicate any / all potential workplace hazards and workplace procedures.
*An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.
CBRE is an equal opportunity/affirmative action employer with 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.
CBRE is an equal opportunity/affirmative action employer with 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.
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
Job Sector
Not specified
Experience
N/A
This job is no longer active.