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.

About The Role

The Experience Program Consultant acts as the intermediary between the Host leadership team and the Host supervisor team. They will oversee a team of Experience Supervisors daily operations to increase individual well-being, personal productivity, and organizational effectiveness. The Experience Program Consultant is pivotal in aligning the work practices of the Host team across a large region and will be responsible for consistent operations, coaching and development, and escalating concerns. In this role, you would directly influence a team of Experience Supervisors who serve as team leaders for the Hosts who perform the frontline operations for our team. The Experience Supervisors you would support are responsible for providing guidance and support to our Hosts who are responsible for providing services to a building or campus, with the goal of ensuring that operations and processes align with client needs and objectives.

What You'll Do

Provides supervision of delivery of Experience Services through supporting a team of Experience Supervisors

Services include, but are not limited to: Concierge, Reception/Switchboard, Room Management, A/V Support, Meeting and Event Management, Community Programs, Meeting Supply Equipment, Food Services, Parking and Commute, Bicycle and 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
Support a team of Experience Supervisors who are assigned to oversee Hosts providing Experience Services. Including establishing work schedules, assigning tasks, cross-training staff to perform multiple duties as back-up
Collaborate with Managers and Leadership on behalf of the Experience Supervisor Team (ie. performance management liaison)
Operations cross-support. Including but not limited to:

Maintaining and updating metrics or artifacts
Building out and supporting engagement initiatives
Employee scheduling via Kronos

Recruiting support including, but not limited to:

Interviewing
Onboarding new hires
Training supervisor team on recruiting efforts

Experience Program Consultant training support

Work with Program Specialist to develop and maintain the Supervisor training program
Conduct training for newly onboarded Supervisors and refresh training as needed

Innovation support (maintenance of day to day updates)

Keep up to date information on any active initiatives
Ensure active innovations are running smoothly
Report updates and escalations to Reception Serviceline Lead
Keep a pulse on innovation ideas shared by WECs & Experience Supervisors

Team Culture Ambassador. Including but not limited to:

Oversee/organize team bonding activities/events
Collaborate with Welcome Managers on culture building activities
Ensure the team’s morale remains high through 1:1 meetings, group meetings + training
Report culture related updates to Welcome Managers

Oversight of Supervisor Working Sessions and Alignment Meetings
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)
Support lobby coverage as needed
This is a quick paced and often changing environment. To successfully perform in this role, other duties beyond what is listed in this job description may be assigned.
Supervisory Responsibilities:

Provides formal supervision to individual employees within a single functional or operational area. Recommends staff recruitment, selection, corrective action and termination. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.

What You'll Need

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 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 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 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. Requires intermediate analytical and quantitative skills.
Intermediate skills with Google Suite products like GoogleDrive, GoogleDoc, GoogleSheets, GoogleForms, GoogleSlides and 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.
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.
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.

As a Supervisor / Manager:

While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:
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.

Why CBRE?

At CBRE, we believe we possess an encouraging environment where integrity, service, and excellence craft our approach to every opportunity. We are guided by the needs of the cities we inhabit, the communities we build and the world we live in.
FORTUNE 500 #126
FORTUNE Most Admired Company #1 in real estate for third consecutive year; Ten years in a row on the list!
Forbes Named one of the best large employers in America and one of the World's Best Employers!