Program Director, Property Management Hospitality

CBRE; New York (NY); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

401(k) match

Dental insurance

Health insurance

Life insurance

Vision insurance

Job summary

CBRE is seeking a seasoned hospitality operations and guest experience leader in New York City to design, adapt, and roll out a site-specific training and development program. You will localize centrally developed resources for the client and building, ensuring measurable behavior change and 100% staff participation.

You will coach managers, drive consistent standards across teams, and maintain a rigorous training calendar, balancing client needs with operations, all while reporting on NPS, QBR

Qualifications

• 5+ years of hospitality operations, guest experience marketing, or a mix of both with direct accountability for team performance metrics.
• Proven ability to design and implement training or standards programs with measurable results.
• Experience presenting to senior stakeholders and driving cross-functional alignment.

Responsibilities

• Design, adapt, and execute the training and development program for the site, localizing centrally designed resources.
• Coach managers with regular cadence and conduct performance conversations when standards slip.
• Manage a training calendar, track completion targets, and ensure 60+ day behavior-change milestones are met.
• Document coaching notes and translate conversations into actionable development plans for managers.

Skills

Hospitality operations

Guest experience marketing

Team leadership

Training design

Stakeholder management

Tools

Microsoft Office

Job description

ABOUT CBRE

CBRE manages more buildings thanany company in the world. Across 7,000+ experience employees and 2,500+buildings, we operate with a real hospitality model so that being in a buildingfeels human. We want every person in those buildings — whether greeting a guestat the door or working behind the scenes — to feel that standard in how theyare trained, supported, and led.

This role exists because someonehas to take what has been built centrally and make it real on the ground —reading the client, reading the team, and knowing what needs to shift so thestandard lands.

ABOUT THE ROLE

This is not a training job witha hospitality title. It is a hospitality operations and guest experience rolefor someone who has run great teams, driven occupancy and satisfactionoutcomes, and now wants to develop others to do the same. Whether your backgroundis in hospitality operations, marketing, or both, if you have spent your careerholding high standards for how people are treated — and you understand that ahospitality mindset belongs as much in the back office and the loading dock asit does at the front desk — this role was designed with you in mind.

Your most visible responsibilityis to design, adapt, and execute the training and development program for thissite. CBRE provides the framework; your job is to localize those centrallydesigned resources to the realities of this client and building, then drive therollout until measurable behavior change takes hold. That means conducting gapanalyses with the site lead and operational leads, setting completion targetsfor every team segment, and tracking participation and retention metrics sotraining reaches 100% of staff — not just the people guests see first.

Beyond the program itself, youown the day-to-day standard of how this building feels. That means coachingmanagers on a regular cadence, initiating direct performance conversations whenthe standard slips, and building accountability structures so every person onsite — whatever their role — can articulate what good looks like anddemonstrate it consistently. This is a high-profile, high-visibility account;the client measures the difference you make in NPS scores, QBR feedback, andlease renewal conversations.

Adapting a program for aspecific building and client is not a clean process. Some modules will land;others will need to be redesigned after the first session. You will need toinfluence colleagues, vendors, and client contacts who do not report to you —negotiating priorities, building buy-in, and maintaining momentum withoutformal authority. You will manage a training calendar while responding to thedemands of a live operation. Balancing both, without letting either slip, is acore part of the role.

The upside is real. This is aflagship account where the standards you establish, the managers you develop,and the culture you build will be measured, recognized, and replicated. Succeedhere and you will have demonstrated the ability to transform a hospitalityoperation at scale — the kind of track record that opens doors across the CBREportfolio and beyond.

A TYPICAL DAY MIGHTLOOK LIKE

You start the morning byanalyzing last week’s guest feedback with the site lead — not just the scores,but the specific service moments driving them. You identify a recurringcomplaint traced to a back-of-house team that has never been meaningfully includedin the hospitality program; you work with the relevant manager to design atargeted intervention and set a 30-day milestone to measure impact. Afterlunch, you revise the next workshop module, translating the central curriculuminto language and scenarios that reflect how this client operates. Theafternoon is a Quarterly Business Review: you present participation rates,behavior-change indicators, and NPS trends, then outline the three adjustmentsyou are making in the next cycle. You close the day by documenting yourcoaching notes, converting the morning’s conversation into a writtendevelopment plan the manager can act on independently.

WINNING IN THIS ROLEMEANS

• Achieve and sustain 90%+ training participationacross all staff segments, with documented evidence of behavior change within60 days of each program rollout — and a structure that runs without you in theroom.
• Develop site and operational leads intomeasurably stronger managers: each one can point to specific coachingconversations that shifted how they run their teams, and your departure wouldleave the capability behind, not take it with you.
• Drive client satisfaction scores that reflectthe whole building — not just guest-facing touchpoints — and earn unpromptedrecognition in QBRs and NPS responses that attribute improvements directly tothe program.
• Embed hospitality standards so thoroughly thatevery team member — regardless of role or guest visibility — can demonstrateand articulate them without prompting.
• When something goes wrong, respond within thehour: diagnose the root cause, own a clear resolution plan, and communicatestatus to leadership at every stage until the issue is closed.

YOU’LL LOVE THIS ROLEAND SUCCEED AT IT IF

• You are a hospitality person first. Notbecause it is on your resume, but because you cannot walk through any part of abuilding, lobby, back office, service corridor, without reading the temperaturein seconds. You have spent years in places where the standard applies toeveryone, not just the people guests see first, and you carry that expectationeverywhere you go.
• You have a genuine interest in developing people. Youhave taken individuals and teams from disengaged to proud, including people whonever thought of themselves as part of the hospitality team. You understandthat a culture only holds if it reaches the people working behind the scenes,not just the ones at the front of the room, and developing those people is thepart you would do for free.
• You instinctively codify what works. Once youhave done something well, your instinct is to write it down, so it does notdepend on you being in the room. You have done this before — turned experienceinto something teachable that others can use.
• You thrive when influence matters more than authority. Youget things done across functions, vendors, and client stakeholders who do nostresup to you. You do not wait for a reporting line to take ownership.
• You are comfortable at the executive level. Youcommunicate up with clarity and appropriate brevity. Senior leaders trust youquickly because you tell them what is true, not what they want to hear.
• You are energized by a challenge that has not been donehere before. Taking something that exists on paper and making itreal inside a specific building, with a specific team and a specific client, isthe kind of problem you find genuinely interesting.

THIS MIGHT NOT BE THERIGHT ROLE FOR YOU IF

• You want to be the one running the floor ratherthan the one developing the people who do. This role is primarily aboutbuilding other people’s capability.
• You need to be handed a program and just deliverit. A big part of this job is taking what exists centrally and making it fit,which requires judgment, not just execution.
• You are primarily an L&D professionalwithout deep hospitality operations experience. The credibility this rolerequires comes from having worked the floor, not from having designed thetraining for it.
• You find it frustrating when the work you put ingets handed to someone else to run. Some of what you develop here will becomepart of how the team operates independently of you, and that should feel like awin.
• You have managed buildings but not experiences.If your background is property or facilities management without directhospitality operations, the daily rhythm of this role will feel unfamiliar.

WHAT YOU BRING

• Deep hospitality operations and/or marketing experience. Atrack record of leading hospitality operations or driving guest experiencethrough marketing — hotels, managed workplaces, premium office environments, orhospitality brands — including at least one meaningful turnaround, launch, orcampaign you can walk us through with specific outcomes: occupancy ratesimproved, NPS lifted, team retention increased, or guest engagement measurablygrown. You have held the standard at every level, not just the parts guestssee.
• A history of developing people. You havecoached managers, delivered honest performance feedback, and measurablyelevated team capability — at scale, not just in one‑on‑one relationships. Youcan point to specific people you developed who now lead at a higher level thanwhen you found them.
• Experience building training or standards programs. Youhave built or adapted training programs and standards frameworks that producedverifiable behavior change — tracked through completion rates, observationscores, or client feedback — not just programs that were delivered andforgotten.
• Range from the floor to the boardroom. Youhave presented to C-suite stakeholders and debugged a service failure with a line supervisor on the same day — adjusting your register and depth withoutlosing credibility at either end of the conversation.

STRONG PREFERENCES

• Experience in operations, marketing, or a hybridrole where you were accountable for measurable guest or client outcomes — notjust your own performance.
• Experience working across mixed teams —operational, support, marketing, and guest-facing — and bringing a consistenthospitality standard and brand voice to all of them.
• A history of working directly with C‑suite or equivalent senior client stakeholders.
• Experience taking centrally developed programsand adapting them for a specific team or client context.
• Comfort building and maintaining a learningmanagement system or equivalent tracking infrastructure.

REQUIREMENTS

• 5+ years of hospitality operations, guestexperience marketing, or a combination of both, with direct accountability forteam performance metrics, client satisfaction outcomes, or measurable audienceengagement — ideally spanning guest-facing, back-of-house, or brand-facingwork.
• Demonstrated experience designing, adapting, andexecuting training or standards programs — with measurable results to show forit, not just delivery.
• Strong written and verbal communication skills;able to produce materials — training guides, coaching plans, QBR decks — thatare clear, specific, and immediately actionable for a non-specialist audience.
• Proficiency with Microsoft Office suite (Word,Excel, Outlook, PowerPoint).
• Based on‑site full time in New York City.

COMPENSATION

Base salary range: $150,000 to$180,000 annually, depending on experience and qualifications. This role isalso eligible for a discretionary annual performance bonus. CBRE offers acomprehensive benefits package including medical, dental, and vision coverage;a 401(k) with employer match; paid time off; wellness programs; andprofessional development support. Actual compensation will be determined basedon the successful candidate’s skills, qualifications, and experience.

This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.

LOCATION

This role is based full-time ata single client site in New York City.

CBRE carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The minimum salary for the Workplace Experience Development Program Director position is $150,000 annually and the maximum salary for the position is $180,000 annually. The compensation offered to a successful candidate will depend on their skills, qualifications, and experience. Successful candidates will also be eligible for a discretionary bonus based on CBRE’s applicable benefit program. This role will provide the following benefits: 401(K), Dental insurance, Health insurance, Life insurance, and Vision insurance.

Equal Employment Opportunity: CBRE is an equal opportunity employer that values diversity. We have a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.

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 [e-mail] or via telephone at [phone] (U.S.) and [phone] (Canada).

CBRE, Inc. is an Equal Opportunity and Aff