Job Description

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.

Job Summary

The Experience Program Manager leads the development and implementation of Host's workplace experience programs to increase individual well-being, personal productivity, and organizational effectiveness.

Host uses people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and elite customer service support.

In this role, you would craft, innovate, validate, and handle the implementation of experience programs to ensure that programs align with both client needs and company objectives.
Duties & Responsibilities

Leads development and implementation of Experience Service programs.

Programs include, but are not limited to Wellness, Community Management, Employee Engagement, Amenity, Digital, Transportation and Commute, Food Services, Company Store, Mail & Document Services, Office Supply Management, Moves, Adds, Changes (MAC), Space Reset, Entrance Screening Protocol, and Workplace Onboarding.

Leveraging standard processes to resolve materials is needed by leading gap analysis, research, and benchmarking. Builds resource guides and training materials for program implementation.

Partners with technology partners to develop or customize tools as needed to support program objectives. Maintains accuracy and relevance of resources over time.

Designs and conducts research programs to better understand client needs. Develops performance indicators, rhythm of business, client specifications, and methodology for performance management and continuous improvement.

Develops or advises in the development of resources and materials needed to facilitate organizational change associated with workplace services programs.

Remains informed about developments within the Hospitality Experience industry, and networks with in-company subject matter authorities to bring world-class solutions.

Provides feedback to the Host Product platforms (Digital and People) to continue to evolve the services on offer.

Collaborates with company and client IT teams to assess of technology, training needs, and implementation of program(s), training, and tools for Experience Service teams and clients.

Establish the required data and analytics needed to develop, implement, and validate Experience Services programs.

Qualifications

HS Diploma or GED required. Bachelor's degree (BA/BS) or other relevant vocational training preferred.

A minimum of 6 years of prior experience in a related field is required.

Prior supervisory experience preferred.

Illustrated experience in planning and delivering programmed activities required.

Ability to comprehend, analyze, and interpret the most sophisticated business documents.

Ability to respond effectively to the most critical issues. Ability to write reports, manuals, speeches, and articles using a distinctive style. Ability to make effective and persuasive presentations on sophisticated topics to employees, clients, top management, and/or public groups. Ability to influence and negotiate optimally with key employees, top management, and client groups to take the desired action.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.

Apply a high level of attention to detail as well as strong social skills.

Have a positive demeanor 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 address sophisticated problems and take care of a variety of options in complex situations. Requires expert-level analytical and quantitative skills with shown 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 adopting 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 curiosity about anticipating and serving the needs of others! A warm demeanor and desire to collaborate with others are key.
Ability to work

Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision. Flexible work schedules based on office needs.

Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods. 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 are made with an 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 a mid-term impact on co-workers, supervisor, department, and/or line of business.

Why CBRE?

An environment of respect, integrity, service, and excellence crafts our approach to every opportunity.

We lead by example, guided by the needs of the cities we inhabit, the communities we build and the world we live in.

CBRE is an equal-opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunities to all 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. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us via email at recruitingaccommodations@cbre.com or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).

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. We also provide reasonable accommodations, as needed, throughout the job application process. If you have a disability that inhibits your ability to apply for a position through our online application process, you may contact us 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.

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