Workplace Experience Supervisor

7 days ago

Toronto, Ontario, Canada CBRE Full time

Posted- 10-Mar-2023- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Administrative- Location(s)- Toronto - Ontario - Canada- Hi, we're HostWe believe your office should allow you to feel comfortable, productive and inspired in your working life.

Because when people feel inspired, great things happen.

As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront.

As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.

With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it's ever been.

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JOB SUMMARY
The Experience Supervisor oversees employees and daily operations 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 world-class customer service support.

In this role, you would oversee a team of Hosts who serve as cultural ambassadors, community advocates, and service leaders in their workplace.

The Experience team members you would oversee are responsible for providing services for a building or campus, with the goal of ensuring that operations and processes align with client needs and objectives.

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DUTIES & RESPONSIBILITIES
Provides supervision of delivery of Experience Services.

Services include, but are not limited to:

Concierge, Reception / Switchboard, Room Management, A/V Support, Meeting & Event Management, Community Programs, Meeting Supply Equipment, 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 and Cable Management, Space Reset, Entrance Screening Protocol and Workplace Onboarding.

Supervises Hosts assigned to 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. Ensures 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 Experience Services.
Ensures innovative and customized materials are developed and utilized to meet the full Host experience. Utilizes the Host platform and client materials. Ensures client and company materials comply with client and company brand guidelines.

Oversees, utilizes, and maintains integrity of databases and other digital tools, which may include administration of SharePoint sites or similar associated with service delivery, as requested.

Performs audits as necessary. May provide complex reporting.
Ensures safety standards are met by those delivery Experience Services; whether company employees or third party service providers.
Oversee support provided by coordinators/technicians.
Ensure all vendors used have current proof of insurance and contractual documentation in place, per requirements.
Maintain relationships with vendors who provide services and goods.
Ensure orientations are delivered to a high quality standard.
Assist in the completion of the Service Business Continuity plan.
May oversee coordination of moves, adds, and changes (MAC).Performs other duties as assigned.
QUALIFICATIONS


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 4+ years of related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred.
Prior experience with customer service 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 internal and external audiences.
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 intermediate knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. R

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