Workplace Experience Lead

Hines; Houston (TX); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Hines in Houston is seeking a Workplace Experience Lead to deliver daily operations at The Square, focusing on hospitality, events, and member services.

You will manage lounge, wellness room, kitchen, conference spaces, and coordinate move-ins, onboarding, billing support, and vendor relations to ensure an exceptional, community-driven experience.

This on-site role requires strong communication, attention to detail, and the ability to juggle multiple tasks in a fast-paced environment.

Qualifications

• Experience delivering high-quality client experiences in service or hospitality settings.
• Proven ability to foster community and positive client relations.
• Strong written and verbal communication with attention to detail.

Responsibilities

• Create relationships with members to foster a sense of community and hospitality.
• Manage member requests and respond to feedback from clients.
• Oversee daily operations of lounge, wellness room, kitchen, and conference spaces.
• Coordinate move-ins/outs and onboarding items with management team.
• Assist General Manager with billing, collections, and vendor communications.
• Support sales tours, local marketing efforts, and central Marketing requests.
• Schedule conference rooms and manage catering and equipment; upsell services.
• Process invoices and maintain accounts payable procedures.
• Handle purchase orders for programming and events; reconcile expenses.

Skills

Customer service

Relationship building

Upselling

Communication skills

MS Office

Education

Bachelor’s Degree

Job description

Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

As the Workplace Experience Lead with Hines, you are the heart of the experience delivered daily at The Square. You are detail oriented and excel at managing the day-to-day delivery of services including providing operational and administrative support to clients and daily activities and programming. You are responsible for achieving operational goals and ensuring that the operation of the location complies with The Square’s policies and procedures. Most of all, you will ensure our members have an exceptional experience every day they are at The Square while maintaining a sense of community and running day-to-day operations of your assigned location. Responsibilities include, but are not limited to:

• Create relationships with members to facilitate a sense of community and hospitality.
• Manages member requests of all shapes and sizes, including answering questions and responding to all client’s requests and feedback.
• Assist in the daily operations and maintenance of the location. Ensure that the lounge, wellness room, kitchen, mail room, print stations and conference rooms are up to operating standards.
• Coordinate’s member move-in/outs, facilitates completion of any member onboarding items and distributes checklist to management team.
• Assist General Manager on billing and collection efforts.
• Assist with Sales Tours, local marketing efforts and requests from Central Marketing team.
• Manage conference room schedule within The Square and/or Conference Center of the building (if applicable) including usage, calendar system, bill backs, catering and equipment. Upsell additional services as appropriate.
• Receive incoming invoices and follow proper Account Payable procedures within defined systems.
• Manage purchase orders for all weekly programming and ongoing events.
• Responsible for accurate reconciliation of office supplies, postage, parking, FedEx shipments and other services provided to members.
• Assists in developing, producing and distributing member communications.
• Coordinate with Property Management, engineering and janitorial team for member issues as necessary. Follows-up on daily member requests (e.g. service calls and special service requests).
• Coordinates with Tenant Services Coordinator at building level for special events, special programs and holiday events.
• Complies with all written Hines GS and regional company policies.
• Acts as a team member with all employees of the management staff.
• Maintains and updates vendor and other files.
• Carries out other duties as assigned by Property Manager.

Qualifications

Minimum Requirements include:

• Bachelor’s Degree (or currently enrolled and two years completed) from an accredited institution
• Two or more years of management experience in customer service or relations.
• Excels at creating and maintaining positive client relations.
• Ability to offer and upsell services.
• Excellent attention to detail and follow-through.
• Ability to diffuse and resolve difficult customer situations.
• Ability to work in a high-pressure environment and act in a dynamic, problem solving capacity to best serve clients and the team.
• Excellent communication skills, both verbal and written.
• Ability to use Microsoft Office products and technology systems to support operations.
• Maintains calm demeanor in emergency situations.
• Establishes a cooperative working atmosphere among staff.
• Exchange’s ideas, information and opinions with Staff and Property Management to formulate policies and programs and/or arrive jointly at decisions, conclusions or solutions.
• Ability to converse with all levels of members.
• Ability to understand and read newspapers, periodicals, journals, manuals to remain conversational and knowledgeable of local news and events.
• Ability to operate personal computer.
• Ability to talk/answer telephone.
• Ability to visually inspect location.
• Ability to meet highest attendance requirements and punctuality requirements.
• Ability to detect emergency alarms – auditory and/or visual.
• Ability to rearrange the configuration of lobby planters by pushing boxes to various locations in lobby.
• Ability to arrange holiday decorations, set up tables/flowers/food for special events.
• Ability to make aesthetic decisions based on visual perception.
• Ability to drive and walk to various locations to purchase needed supplies and materials for special events and presentations.
• This position is fully on-site and requires working from the assigned property five days per week.

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise and global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.