Portfolio Operations Manager

About the role

The Senior Experience Manager serves as a primary client contact for the delivery of Host’s services that seek 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 develop and oversee the Experience team’s operations as they provide services for a building, campus, or portfolio, with the goal of ensuring that these operations align with client goals and needs.

Responsibilities

• Drives consistent, quality service through supervision of other Host employees and third parties supporting multiple experience service types throughout a large campus or multi-site portfolio. 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
  • Workplace Onboarding
• Manages a team throughout a large campus or multi-site portfolio; provides direction on employee management (e.g., recruitment of talent, performance management, employee engagement, employee development, etc.); makes recommendations on budgets and cost reductions.
• Creates and manages the overall Experience Services operating budget and determines annual budgets; establishes savings goals and creates action plans to improve financial position(s).
• Negotiates with clients, partners, and associates to resolve conflicting priorities.
• Sets goals and direction to meet and exceed client expectations; 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 multiple Experience Services throughout a large campus or multi-site portfolio.
• 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 delivering 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; may inform strategic plan for utilization of vendor partnerships.
• 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 throughout a large campus or multi-site portfolio.
• Delivers the Service Business Continuity plan on a semi-annual basis and conducts testing as required.
• May be responsible for managing large programs delivered by third-party vendors, such as food, transportation, events, or mail.
• Performs other duties as assigned.

Requirements

• 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 8+ years of related experience, with 3 of those in management or supervisory capacities preferred (e.g., Front of House Manager, Lead Concierge, Hospitality, Rooms Manager, Experience Manager, or Event Manager).
• Prior supervisory and 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 employees, clients, top management, and/or public groups.
• Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
• Comfortable meeting and engaging with new people; warm and engaging demeanor.
• Ability to assess circumstances, empathize, and offer help.
• Utilizes a high level of attention to detail as well as strong interpersonal skills.
• Positive attitude 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 solve advanced problems and deal with a variety of options in complex situations; requires expert-level analytical and quantitative skills with proven 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 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 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 Responsibilities

• Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
  • Completing at a satisfactory level all required and assigned HSE training.
  • Following all activity policies and procedures, including all HSE-related requirements at all times.
  • Participating in all HSE-related programs and activities as required, including incident investigations, interviews, auditing, and assessment, etc.
  • Reporting 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 employees, you are required to:
  • Provide sufficient distraction-free time for employees to complete all required HSE training and 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.