Workplace Experience Manager - On-Site

CBRE Group, Inc.; Baltimore (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

CBRE Group, Inc. seeks a Workplace Experience Manager in Baltimore to oversee staff delivering concierge, reception, events, and admin duties. You will ensure world-class service to clients and visitors, while guiding a team to meet schedules and standards.

You will lead coaching, supervise recruitment, and maintain client relationships, driving improvements and ensuring safety and vendor compliance in daily operations.

Qualifications

• Bachelor's degree preferred with 3–5 years of relevant experience.
• People management and leadership experience is preferred.
• Ability to guide the exchange of sensitive information and problems.
• Strong organizational and communication skills in a fast-paced environment.

Responsibilities

• Provide formal supervision, training, evaluations and coaching of staff.
• Coordinate daily team activities, schedules, tasks, and deadlines.
• Build trusted client relationships and negotiate priorities with stakeholders.
• Ensure efficient, consistent support and drive continuous improvement.

Skills

People management

Leadership

Customer service

Mentoring

Communication

Education

Bachelor's Degree preferred

Tools

Microsoft Office

Job description

Global Workplace Solutions (GWS) Local is a hard services-led, tailored facility management solution. We self-perform hard services while partnering with best-in-class soft service providers to offer custom facility and project management solutions to our clients. We focus on empowering our team with a high-level of downstream accountability, resulting in an agile and efficient service delivery.

In addition to our core facility and project management capabilities, our platform offers direct access to our Best-in-Class services, including ESG, Security Consulting, Workplace Strategy, and Workplace Experience.

About the Role:

As a CBRE Workplace Experience Manager, you will be responsible for managing employees that oversee the delivery of workplace experience services. Examples of services include Concierge, Reception, Meeting & Event Management, and administrative office duties.

The Manager will be responsible for providing world-class customer service to the clients and visitors of a designated building.

What You’ll Do:

• Provide formal supervision to employees. Monitor the training and development of staff. Conduct performance evaluations and coaching. Oversee the recruiting and hiring of new employees.
• Coordinate and manage the team's daily activities. Establish work schedules, assign tasks, and cross-train staff. Set and track staff and department deadlines. Mentor and coach as needed.
• Build and maintain a trusted client relationship. Negotiate with clients, partners, and associates to resolve conflicting priorities.
• Ensure support provided by the team is efficient and consistent. Suggest process improvement efforts on a regular basis. Assist with developing strategic solutions.
• Assess technological and training needs for Workplace Experience teams and clients. Always follow safety standards with employees, clients, and vendors.
• Develop vendor partnerships with the intention of cost saving efforts. Manage negotiations for contract services. Confirm that all vendors have current proof of insurance and contractual documentation.
• Oversee programs ran by third party vendors. This includes food delivery, organizing events, providing transportation, or mail distribution. Ensure all invoices for business services billed accurately.
• Ensure support provided by the team is efficient and consistent.
• Lead by example and model behaviors that are consistent with CBRE RISE values. Influence parties of shared interests to reach an agreement.
• Identify, troubleshoot, and resolve day-to-day and moderately complex issues which may or may not be evident in existing systems and processes.
• Provide an events management service that includes the coordination of a range of events, ensuring the target audience is engaged and the message of the event is communicated properly.
• Research and prepare site proposals based upon meeting requirements, as well as coordinate with Landlord and required facilities related third parties to support events.
• Participate in event follow-up, including preparation and distribution of post-event surveys, tracking of expenses for final budgets, and appropriate archiving of event and meeting-related materials.
• Coordinate feedback from business line stakeholders and client attendees to integrate into continuous improvement effort.
• Train and coach, the Associate, Corporate Events and Freelance staff to ensure that all internal and external programs and related materials present the brand consistently and follow the Client’s graphic standards, as well as serve as a consultantand mentor to administrative assistants who have event planning responsibility.

What You’ll Need:

• Applicants must be authorized to work in the United States without the need for visa sponsorship now or in the future.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor's Degree preferred with 3-5 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered.
• People management & leadership experience is preferred, including recruitment, training, development, mentoring, and appraising.
• Ability to guide the exchange of sensitive, complicated, and difficult information, convey performance expectations and handle problems.
• Leadership skills to motivate the team impact on quality, efficiency, and effectiveness of the job discipline and department.
• In-depth knowledge of Microsoft Office products, including Word, Excel and Outlook, etc.
• Extensive organizational skills with a strong inquisitive mindset.

Why CBRE?

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.