This Facility Workplace Experience Manager position is an ambassador for the client experience program and is responsible for managing multiple functions of building workplace service operations/maintenance for a portfolio of corporate user occupied facilities. They will be responsible for ensuring service excellence and enhanced experience for both the occupants and visitors to the workplace. The ideal candidate will love working with people, have a can-do attitude and be experienced in facilities/property management, maintenance and/or hospitality.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Oversight for Employee Experience Services model; ensure successful execution.
Develop / maintain positive client relationships; responds to customer needs/requests/problems tactfully and expediently, while ensuring effective services.
Conduct regular safety and property inspections, while identifying improvement actions that require follow-up.
Attend regular meetings with employee representatives and perform walk-throughs for interaction and face-to-face contact with employees who have requests/questions.
Monitor and respond to Customer work environment surveys.
Customer communications and newsletters; monthly updates on building activities.
Customer, Project Management and Planning resource in delivery of infrastructure, tenant improvement, move relocation and space approvals.
Assist financial team in establishing facility workplace operating budgets, forecasting and variances.
Establishes savings goals and creates action plans to improve financial position(s). Participate in Energy Reduction initiatives.
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.
Vendor procurement and invoice processing.
Service contract management for facility service agreements.
Ensure work order service requests completed on time. Interface with suppliers regarding their service deliver, scope and quality.
Member of Safety Process Review Board; participate safety walks and evacuation drills.
Coordinate "Safety In The Details" (SID) operations in area with designated Safety Engineer.
Ensure safety standards are met by those delivering workplace experience services.
Act as badge and key coordinator for building.
Risk and emergency management for continuity of building operations.
Sensible sustainability and LEED EB O&M related programs.
Complete at least one Process Improvement Process (PIP) each year.
Perform all Internal Control & GAO required audits.
Performs other duties as assigned.
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 6 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
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. Can do attitude with an ability to assess circumstances, empathize and offer help.
Effective at building relationships.
Strong communication skills.
Proactive and self-starting; able to multi-task and prioritize. FINANCIAL KNOWLEDGE
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.
OTHER SKILLS and/or ABILITIES
Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, SharePoint, 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.
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 long-term impact to co-workers, supervisor, department and/or line of business.
Internal Number: 19015482
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.