We are Host! Designed to complement CBRE's occupier and landlord service offerings, the Host mission is to create and scale people-led, technology-enabled services that increase individual well-being, personal productivity and organizational effectiveness. Put simply: our goal is to help people work smarter and delight in doing it.
In search of an enthusiastic, driven, and proven hospitality expert to lead our experience services and Supervise a team on client site in the Portland area. The experience team serves as the heart of a broader service model, interfacing across the organization and integrating with all other workplace services to ensure timely and seamless delivery of amazing outcomes. Not your average front of house, the experience services program is all about curating an engaged workplace, responding to a wide variety of on-site requests, and creatively exceeding expectations. The key to this dynamic environment, the experience supervisor will supervise a team that anticipates and tackles challenges before they arise to make it easier for individuals to do the work they were hired to do while bringing delight to the workplace so that it is the desired destination to innovate.
What you do: Responsibilities and essential job functions include but are not limited to the following:
You Create Great Impressions through:
Active engagement with all who enter and depart the workplace with a special emphasis on visitor care (including personal service to VIP and longstanding visitors).
Building relationships that enhance knowledge of employees and the business (including name-knowing and professional connection-making) to enhance professional experience onsite.
Communication and diligent preparation for all events, working with partners and ensuring value, impact, and mission alignment as well as execution without incident.
Deliver on-brand communications through multiple channels to bring information to employees before they have to ask.
Tirelessly creating opportunities for you and others to find enjoyment in the minor and major workplace moments.
You Create Great Outcomes through:
Support a connective tapestry among service providers and across employee arc of day to anticipate and resolve obstacles in the workplace.
Having a passion for crafting the future of work and creating workplace conditions that enable employees to adopt new and evolving ways of working.
Maintaining the welcome desk and equipment, and managing all purchasing requirements as established by CBRE leadership.
Communicating with after-hours staff to help resolve any issues that may arise.
Implementing and monitoring standards of service to meet and exceed expectations and tirelessly seeking opportunities to improve efficiencies and outcomes.
Consistently collecting data, maintaining effective systems through which to assess and refine service delivery, reporting on outcomes, and delivering on improvements.
You Create Delight through:
Building community from the inside out and proactively engaging with the broader organization to make the workplace THE place for employees to connect and grow.
Making connections to support all who enter the workplace and tirelessly seeking new ways to surpass employee expectations of how the workplace can support them.
Activating curiosity to inform an ever-growing knowledge-base about the workplace and surrounding areas and proactively sharing knowledge and opportunities to spark joy across the day.
Keeping a finger on the pulse of the local culture and establishing relationships with local hot-spots and vendors to provide information, ticketing, and reservations for office visitors and employees
Where You've Been:
Working in hospitality or a similar service field for a minimum of five years
Partnering with facilities, food services, security, and technology leaders
Supervising expanding teams of direct reports and creating opportunities for them to grow
Interfacing with complex service lines and creating proven outcomes
Proving that expectations are meant to be exceeded
Fueling curiosity towards the benefits of proven client outcomes
Exercising personal growth and leadership, written/verbal communication and interpersonal skills
Delivering a diverse sets of initiatives and completing projects in a timely manner, including under pressure
Deploying knowledge of advanced software systems and social media platforms
Seeking and enjoying the best life has to offer you and all around you
Physical Aspects of Position (include but are not limited to):
Frequent standing and walking
Occasionally engaging with (lifting, pushing, pulling) packages weighing up to 25lbs.
This position is responsible for supervising non-exempt employees on the daily operations of the Workplace Experiences Services for a building or campus with multiple workplace experience team members, oversees operating policies and procedures ensuring those are aligned with the client's business needs, goals and objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides supervision of delivery of Workplace Services. 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
Supervises personnel assigned to workplace experience services, including establishing work schedules, assigning tasks, cross-training staff to perform multiple duties as back-up.
Maintains records of costs incurred by workplace team activities. Ensure all billings for business services are invoiced and billed as required. Seeks ways to reduce costs; implements cost savings programs and procedures to increase efficiency.
Responds to customer requests and complaints regarding Workplace Experience services.
Provides administrative support including meeting coordination, office and workplace experience equipment care, and supply management.
Assists with Workplace Experience team member and third party service provider on-boarding process, including new employee orientation, training, equipment and software ordering.
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.
Manages accuracy, production, quality and retention of program materials; which may include administration of SharePoint sites or similar. Ensures client and company materials comply with client and company brand guidelines.
Utilizes and maintains integrity of databases and other digital tools associated with service delivery, as requested.
Ensure safety standards are met by those delivery workplace experience services; whether company employees or third party service providers.
Assists in the completion of the office Business Continuity plan.
Performs other duties as assigned.
Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.
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 4 years related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service)roles preferred. Previous experience with customer service preferred.
CERTIFICATES and/or LICENSES
Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information. Ability to respond effectively to sensitive issues.
Comfortable meeting and engaging with new people.
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.
Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.
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 thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause short-term impact to department.
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) 3. Apply appropriate material handling techniques at all times, 4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so
As a Supervisor: 1. While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to: a. Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly b. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders c. Support stop work authority when it is exercised in good faith d. Communicate any / all potential workplace hazards and workplace procedures
Internal Number: 19007690
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.