Workplace Experience Manager Job ID 191477 Posted 07-Nov-2024 Service line Advisory Segment Role type Full-time Areas of Interest Property Management Location(s) Detroit - Michigan - United States of America Are you ready to start an exciting career with CBRE? **About the Role:** As a CBRE Workplace Experience Manager, you will be responsible for managing employees that oversee the delivery of workplace experience services. Examples of services include Concierge, Reception, Meeting & Event Management, and administrative office duties. This job is part of the Workplace Experience function. They are responsible for providing world-class customer service to the clients and visitors of a designated building. **What You'll Do:** **Tenant Experience and General Management** ○ Embody and display both CBRE and Landlord values and service principles in all in-person and virtual interactions with occupiers, guests, our Landlord partners, 3rd party amenity partners and vendors, including: ■ Build strong bonds with occupiers ensuring their experiences are personalized and their days are productive. Become an invaluable resource and partner to current workplace experience, HR, or office managers in the building. Build relationships with tenants outside of lobby interactions by being proactive in your efforts to engage the tenants throughout the building. ■ Confidently, empathetically and professionally communicate and resolve issues with all building stakeholders. ■ Greet and assist all in a friendly and welcoming manner according to our proprietary arrival standards and daily interaction steps of service. ■ Treat vendors and 3rd parties as partners - make our success their success. ○ Identify and execute key hospitality processes and operations that support both our occupiers, our guests, and our greater building teams experience. ○ Model and deliver on any new hospitality standards related to new products and services both internally and to the rest of the building team. ○ Deliver on both the team and occupier Surprise & Delight monthly standards. ○ Ensure digital and physical communications methods (mobile app/digital signage, physical signage etc.) are up to date and functioning appropriately. ○ Establish clear systems and procedures that set the rest of the amenity and CBRE team up for success in your absence. ○ Oversee the ordering, restocking, receiving and inventory of all amenity supplies in a timely manner, avoiding outages, while managing COGs efficiently. ○ Ensure all the amenity spaces are spotless at all times. ○ Escalate technical/AV issues via Property Management according to the responsibility matrix. ○ Manage A/V vendors and IT problem resolution if/when they are contracted. ○ Manage a team and consistently identify ways to improve the systems and processes to ensure optimized operations and experiences. **Sales, Marketing and Management** ○ Meet or exceed quarterly sales goals for the conferencing and event center by managing all inbound sales and proactively building strategy and execution for outbound sales ○ Support, manage, and coordinate conferencing leads and bookings. Manage coordination with clients, planning events, logging events and reporting through Tripleseat. ○ Conduct property site tours, managing room flips and checking in bookings daily. ○ Ensure all occupier and guest facing collateral and communications are per operating and hospitality brand standards. ○ Ensure the broader day-to-day operations of the meeting rooms/tenant lounges and other bookable space are running smoothly, including: ■ Upholding health and safety standards. ■ Responding to inquiries within established response times. ■ Conducting a standing building meeting to ensure building stakeholders, F&B, and other 3rd party vendors are collaborating effectively to exceed occupier and guests expectations. ■ Maintain a current database of recurring vendors for ancillary event needs (bands, specialty F&B, activities, gifts, AV services etc). ■ Ensure digital booking methods (mobile app/Triple Seat catering software) are up to date and functioning as expected. ■ Be present when meeting rooms or other bookable spaces are occupied ensuring a high service level; rooms are pre-set according to occupier or guests needs; food is delivered on time and displayed tastefully. ■ Create procedures and methods to actively survey occupiers post event to receive valuable feedback to use internally and to share with 3rd party vendors and other collaborators. ■ Keep a detailed tracker of won/lost, potential events and lead sources in Tripleseat. ■ Effectively and professionally communicate meeting room or amenity space closures to both external and internal teams so all are informed. ■ Ensure any wayfinding or signage displayed in meeting or bookable amenity spaces is per brand standard. ■ When meeting rooms are not occupied make sure they are reset. **Facilities/AV** ■ Document and raise maintenance and facilities issues through the proper channels. ■ Ensure all the meeting rooms, lobby and other common areas are spotless at all times. ■ Order, restock, receive, inventory meeting room supplies in a timely manner, avoiding outages, while managing COGs efficiently. ■ Maintain clean and organized supply closets. ■ Run a daily walkthrough of your space and analyze the data to understand opportunities to address. Create and roll out solutions for those opportunities. **Billing/Accounting/Reporting** ■ Ensure open balances for room rentals are kept to a minimum and assist the PM team with any collections. ■ Assist the PM team with any revenue reporting including creating invoices if necessary to allow for the efficient payment of vendor and 3rd party partners. ○ Create reports and monitor trends on an established cadence that allow for both internal teams and asset managers the ability to understand the business and adjust practices when deemed necessary **Community Events - Marketing, Management, Planning, Comms, and Reporting** ○ Support marketing plans, newsletter copy and programming app content and management. Own all App content and marketing outside of Programming and Events. Be the subject matter expert for the Lane App for your building. ○ Know all the events occurring in all spaces on a given day to be able to speak and promote them confidently. ○ Provide support to the Community Manager in curating community events including ideation and promotion. ○ Lead the personal marketing for the events and programming in the space based on tenant relationships. ○ Ensure that the building and national brand standards are upheld everywhere. ○ Support Community event setup and breakdown when needed. **What You'll Need:** To perform this job successfully, an individual will need to perform each crucial 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 essential functions. + Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered. + Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention preferred. + Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems. + Leadership skills to motivate team impact on quality, efficiency, and effectiveness of the job field and department. + In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc. + Extensive organizational skills with a strong inquisitive mentality. + Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future. **Why CBRE?** When you join CBRE you will have the support and resources of a global firm where an entrepreneurial mentality is encouraged. You'll realize your potential with exciting work, fast-paced assignments, an environment of constant learning and dedication to results! To enable your success, we provide the best tools, training and leaders in the industry. Our culture is built on our RISE (https://www.cbre.com/about-us/culture-and-history) values and reflects the needs and perspectives of our clients and our people. Our work is guided by our North Star: Crafting the real estate solutions of tomorrow, so businesses and people thrive. Coming to work for CBRE, you will receive a comprehensive benefits package, 401k, and extraordinary perks such as career growth and longevity! **Equal Employment Opportunity:** CBRE is an equal opportunity employer that values diversity. We have 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. **Candidate Accommodations:** CBRE values the differences of all current and prospective employees and recognizes how every employee contributes to our company’s success. CBRE provides reasonable accommodations in job application procedures for individuals with disabilities. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada). **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. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)