Hi, we’re Host!
We 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.
JOB SUMMARY
The Experience Manager manages 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 lead a team of Hosts who serve as cultural ambassadors, community advocates, and service leaders in their workplace.
The Experience team members you would manage are responsible for providing services for a building, campus, or portfolio, with the goal of ensuring that operations and policies align with client needs and objective.
DUTIES & RESPONSIBILITIES
Drives consistent, quality, service through supervision of other Host employees and third parties supporting multiple 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.
Manages a team in one or more offices; provides direction on employee management (e.g. recruitment of talent, performance management, employee engagement, employee development etc.); makes recommendations on budgets and cost reductions.
Manages an operating budget and makes recommendations on annual budgets; Ensures all billings for business services are invoiced and billed as required. Ensures that savings goals are met and adhere to approved budgets.
Works with associates to resolve conflicting priorities. Interprets and communicates goals and direction with management. Sets achievable goals that are linked to the objectives of the organization.
Ensures consistency in support provided by the team through continuous review and improvement of existing processes for multiple Experience Services.
Reviews various Experience Services reports. Meets with client management team and appropriate departments to discuss and resolve discrepancies.
Ensures safety standards are met by those delivery Experience Services; whether company employees or third party service providers.
Collaborates with company and client IT teams to assess technology, training needs and implementation of program(s), training and tools for Experience Services teams and clients.
Manages negotiations for contract services; Ensures all vendors used have current proof of insurance and contractual documentation in place, per requirements.
Maintains relationships with vendors who provide services and goods.
Identifies content and manages creation of workplace orientation materials and delivery.
Delivers the Service Business Continuity plan on a semi-annual basis and conducts testing as required.
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 6+ years of related (e.g. Front Desk, Concierge, Hospitality, Room Management, or Customer Service) roles preferred.
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 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 advanced knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and commissions. Conducts advanced financial analysis.
Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in situations. Requires advanced analytical and quantitative skills.
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 up 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:
* Complete at a satisfactory level all required and assigned HSE training.
* Follow all activity policies and procedures, including all HSE related requirements at all times.
* Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
* Report any condition which you feel could result in an accident or injury and / or stop work if required.
* Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.
* Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.
* Support stop work authority when it is exercised in good faith.
* Communicate any / all potential workplace hazards and workplace procedures.
* Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.
* Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.
* Support stop work authority when it is exercised in good faith.
* Communicate any / all potential workplace hazards and workplace procedures.
