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.
What You Will Do
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 and Workplace Onboarding.
Manages a team throughout a large campus or multi-site portfolio; provide 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 throughout a large campus or multi-site portfolio.
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. 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.
Identifies content and manages creation of workplace orientation materials and delivery throughout a large campus or multi-site portfolio.
Deliver the Service Business Continuity plan on a semi-annual basis and conduct testing as required throughout a large campus or multi-site portfolio.
May be responsible for managing large programs delivered by third party vendors, such as food, transportation, events, or mail.
Performs other duties as assigned.
