Workplace Experience Director

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⠀dedicated⠀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.

Get⠀ready for⠀an⠀exciting⠀career⠀opportunity⠀with⠀CBRE!

The⠀Workplace⠀Experience⠀Director⠀serves as⠀the⠀primary⠀client⠀contact⠀for the⠀delivery⠀of⠀Host’s⠀services⠀on the⠀Account⠀Leadership⠀team and⠀is focused⠀leading⠀our⠀strategy⠀for⠀delivery⠀of⠀Experience⠀Services⠀providing⠀tangible⠀concepts⠀to our⠀diverse⠀customer⠀base and⠀providing⠀long term⠀value⠀across the⠀Experience⠀platform.

What you'll do:

• Directs⠀and trains⠀all onsite⠀employees⠀to deliver⠀service⠀levels⠀within the⠀prescribed⠀scope and⠀budget.⠀Responsible⠀for Host⠀revenue⠀and⠀expense⠀management⠀for⠀assigned⠀account.
• Leads⠀development,⠀production,⠀quality,⠀and⠀retention⠀of Host⠀team.
• Establishes⠀savings⠀goals and⠀builds⠀action⠀plans to⠀improve⠀financial⠀position.
• Ensures⠀quality⠀and⠀regular⠀audits of⠀the⠀Service⠀Business⠀Continuity⠀plan
• 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.
• Monitors⠀key⠀service⠀delivery⠀metrics.⠀Takes⠀corrective⠀action as⠀needed.⠀Meets with⠀management⠀team and⠀appropriate⠀departments⠀to discuss⠀and⠀resolve⠀discrepancies.
• Remains⠀informed⠀about⠀developments⠀within the⠀Experience⠀Services⠀industry,⠀and⠀networks⠀with⠀in-company⠀subject⠀matter⠀authorities⠀to bring⠀world⠀class⠀solutions⠀to bear⠀for the⠀client.
• Services⠀include,⠀but are⠀not⠀limited⠀to:⠀Concierge,⠀Room⠀Management,⠀A/V⠀Triage,⠀Meeting &⠀Event⠀Support,⠀Supply and⠀Equipment⠀Management,⠀Workplace⠀Onboarding,⠀Facilities⠀Management,⠀and⠀Community⠀Engagement⠀Support.

• HS Diploma⠀or GED⠀required.⠀Bachelor's⠀degree or⠀other⠀relevant⠀vocational⠀training⠀preferred.
• Minimum⠀of 10⠀years of⠀related⠀roles⠀preferred.⠀(e.g.⠀Front⠀Desk,⠀Concierge,⠀Hospitality,⠀Room⠀Management,⠀or⠀Customer⠀Service)
• Prior⠀supervisory⠀& customer⠀service⠀experience⠀is highly⠀preferred.
• Requires⠀basic⠀knowledge⠀of⠀financial⠀terms and⠀principles.⠀Ability to⠀calculate⠀simple⠀figures⠀such as⠀percentages.
• Intermediate⠀skills⠀with⠀Microsoft⠀Office⠀Suite⠀products⠀such as⠀Word,⠀Excel,⠀PowerPoint,⠀Visio,⠀SharePoint,⠀OneNote,⠀Outlook,⠀etc.⠀Desire to⠀learn 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.
• Have⠀a positive⠀demeanor⠀and⠀ability to⠀resolve⠀any issues⠀that may⠀arise.
• Ability⠀to⠀comprehend,⠀analyze,⠀and⠀interpret⠀sophisticated⠀documents⠀and solve⠀problems⠀involving⠀several⠀options in⠀situations.⠀Requires⠀intermediate⠀analytical⠀and⠀quantitative⠀skills.⠀Desire to⠀present⠀information⠀to an⠀internal⠀department⠀and/or⠀large⠀groups of⠀employees.
• Apply⠀a high⠀level of⠀attention⠀to detail⠀as well as⠀strong⠀verbal and⠀written⠀skills.
• Ability⠀to work⠀requiring⠀significant⠀walking or⠀through⠀other⠀means of⠀mobility.⠀This⠀includes⠀standing⠀in⠀position⠀for⠀extended⠀periods,⠀reaching,⠀bending,⠀stooping,⠀pushing⠀and/or⠀pulling⠀and⠀frequently⠀lifting up⠀to 40 lbs.