Workplace Experience Senior Manager - Downtown Atlanta, GA Job ID 195600 Posted 02-Dec-2024 Service line GWS Segment Role type Full-time Areas of Interest Administrative, Customer Service, Executive Management, Facilities Management, Workplace Strategy Location(s) Atlanta - Georgia - United States of America, Conyers - Georgia - United States of America, Decatur - Alabama - United States of America, Douglasville - Georgia - United States of America, Duluth - Georgia - United States of America, East Point - Georgia - United States of America, Johns Creek - Georgia - United States of America, Kennesaw - Georgia - United States of America, Marietta - Georgia - United States of America, Norcross - Georgia - United States of America, North Atlanta - Georgia - United States of America, North Decatur - Georgia - United States of America, Roswell - Georgia - United States of America, Sandy Springs - Georgia - United States of America, Smyrna - Georgia - United States of America, Snellville - Georgia - United States of America **About the Role:** As a CBRE Workplace Experience Senior Manager, you will supervise employees and third parties that support several 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:** + As a CBRE Sr Workplace Experience Manager, you will lead many functions of building operations and maintenance for our client's southeast region based in Atlanta. This highly regarded position is within the Facilities Management functional area which is vital asset to our portfolio. It will require a candidate who can set high-expectations, run client outcomes, high-touch quality service, and have oversight of critical and non-critical assets. + Facility Management certification preferred. + Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems. + Coordinate and lead all aspects of facility repairs and maintenance by collaborating with union and nonunion technicians, vendors, and wide variety of contractors. + Maintain positive client relationships and conduct meetings on unresolved facility issues. + Perform facility inspections quality assurance following local, state, and federal laws. Suggest and implement operational efficiencies, repairs, and upgrade opportunities. + Prefer experience with managing infrastructure supporting critical facilities and/or lab facilities. + Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees. Coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed. Lead team impact on quality, efficiency, and effectiveness of the job discipline and department + Build and maintain a trusted client relationship. Negotiate with clients, partners, and associates to resolve conflicting priorities. + Ensure support provided by the team is efficient and consistent. Oversee and execute process improvement efforts on a regular basis. Develop strategic solutions. + Execute technological and training needs for Workplace Experience teams and clients. Always follow safety standards with employees, clients, and vendors. + Maintain vendor partnerships with the intention of cost-saving efforts. Approve negotiations for contract services. Manage budgets, and cost reductions, and achieve cost savings. + Deliver the Service Business Continuity plan every six months and conduct required testing. + Apply a broad knowledge of the business, own discipline, and how own discipline integrates with others to achieve team and departmental objectives. + Lead by example and model behaviors that are consistent with CBRE RISE values. Influence others to adopt a different point of view while being guided by policies and departmental plans. + Identify and solve technical and operational problems of complexity. + Understand and recognize the broader impact across the department. + Improve and change existing methods, processes, and standards within job discipline. **What You Will Need** 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 8+ years of related experience, with 3 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 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 general results. Responsible for setting department deadlines. Errors in judgment may cause mid-term impact to co-workers, supervisor, department and/or line of business. **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. **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. 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 (https://www.cbre.com/services/plan-lease-and-occupy/experience-services) CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)