Workplace Experience Director

As the Subject Matter Expert (SME) and site leader, your extensive hospitality industry knowledge and expertise are critical in shaping and executing strategic operational programs that elevate service delivery. In this role, you will engage in thorough analysis and evaluation of current practices and subsequently create and implement robust operational plans tailored to a specific client. Your efforts will drive the delivery of industry-leading, best-in-class hospitality services that not only meet but exceed the expectations of our customers and clients, ensuring the corporate campus buildings function at optimal performance levels.

The General Manager (GM) plays a pivotal role in overseeing all facilities management and hospitality services for over 3 million sf of state-of-the-art corporate campus buildings, ensuring they adhere to the highest operational & hospitality standards necessary to support corporate operations. In this capacity, the GM is responsible for managing a diverse team of employees, managing vendor contracts and the daily operational activities, focusing on enhancing the customer experience through individual well-being, boosting personal productivity, and optimizing organizational effectiveness. This holistic approach is essential for delivering exceptional service that meets the unique needs of these corporate campus buildings.

The Experience and Facilities team, under your leadership, is tasked with managing services at a dynamic event space and workplace. The GM’s primary objective is to ensure that all operational activities, services and policies are aligned with client requirements and organizational goals, thereby fostering a seamless, efficient and dynamic workplace.

The ideal candidate is a leader who can successfully develop and manage a diverse team. You will solve client problems while providing exceptional service and help develop new business opportunities.

• Maintain positive client relationships to meet and exceed expectations by conducting routine meetings with client and additional meetings when needed on unresolved facility issues.
• Drives consistent, quality service through supervision of CBRE employees and managed contracts.
• Conduct process and procedure training on maintenance, repairs, and safety best practices.
• Lead by example and model behaviors that are consistent with CBRE RISE values. Persuade managers and other colleagues to act while being guided by the organization's functional business plans. Negotiate with external partners, vendors, and customers of divergent interests to reach a common goal.
• Manage daily operations of workplace facilities, ensuring safety, maintenance, and functionality, coordinate repairs, maintenance, and monitor work order system.
• Leads and prepares operating budget, variance reports, forecasting, and opportunities to be incorporated into the capital plan.
• Review and audit the Service Business Continuity plan. Always follow safety standards.
• Provides vision, strategy and implementation guidance for full scope of hospitality services.
• Remains informed about developments within the Experience Services industry, and networks with in-company subject matter experts to bring world class solutions to bear for the client
• Perform facility inspections and quality assurance of all services following local, state, and federal regulations.
• Manage environmental health and safety procedures for facilities in concert with client’s HSE team
• Owns vendor relationships and invoicing procedures. Review price quotes for procuring parts, services, and labor for projects.
• Provide formal supervision for employees. Lead the training and development of the workplace experience and facility management staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
• Identify and solve multi-dimensional, complex, operational, and organizational problems leveraging the appropriate resources within or outside the department.

• In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc.
• Experience in the areas of staffing, selection, training, development, coaching, mentoring, measuring, appraising, and rewarding performance and retention is preferred.
• Expert organizational skills and an advanced inquisitive mindset.
• Bachelor's Degree preferred with 8-12 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• Ability to lead the exchange of sensitive, complicated, and difficult information, convey performance expectations, and handle problems.
• Experience Services as well as day-to-day Facility Operations. This includes oversight and management of direct reports and third party services
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future
• HS Diploma or GED required.
• Leadership skills to set, manage and achieve targets with a direct impact on multiple departments results within a function.

• 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 [email protected] or via telephone at +1 866 225 3099 (U.S.) and +1 866 388 4346 (Canada).