The AGM is an integral part of the member experience and is responsible for 70-80% of day to day operations in the unit. In partnership with the General Manager, this role needs to model the Hana mission, values and behaviors for all colleagues and coach for brand alignment and service excellence. This role has responsibility for ensuring a high quality, warm and welcoming service experience for all members and guests, ensuring that Hana is the easiest and friendliest place to do business and recognized for its outstanding hospitality. The AGM will be measured on the ability to achieve and maintain the highest level of professionalism and service excellence within the property, with the overall member experience and retention being the key focus.
Responsible for all aspect of Meet Sales to include attending calls, tours, booking of meetings and coordination of services
Responsible for coordination of Unit Food and Beverage program to include catering services, creating BEO's for meetings and BEO for catering orders
Onboard new members into CRM
Provide training for Unit Staff in systems and processes
Manage Facilities Maintenance Program to include ticket resolution, repair & maintenance, asset management for tech, FF&E
Own the on-boarding of new members into the physical space - move in dates, data connectivity, freight elevator booking, COI completion, office set up, logo ordering, amenities, policies and procedures etc.
Conduct follow up discussions with members on feedback received from member Net Promoter Score surveys
Create and send welcome emails and DocuSigns to new members and member companies
Execute prospective member sales tours
Meeting room walkthrough in AM -setup as requested per meeting
Assist members with Zoom and A/V set up in meeting rooms
Create member surprise and delights with Experience Host Associate
In partnership with the General Manager, work with base building security and Hana security if there are questions/issues around access (gym, elevators, Hana space, offices)
Conduct monthly inventory of consumables, market, and pantry supplies
Take personal ownership to ensure clients and members have a world class hospitality experience
Identify and execute opportunities to connect members with each other
Provide in person follow up to work order tickets, based on type of issue and member relationship to ensure the highest-level member experience
Ensure positive arrival experience for all members, prospective members and guests, while ensuring necessary levels of building security
Prepare incident reports for member complaints, accidents, thefts, property damage, trespass, contact with law enforcement and any other occurrences
Partner with the General Manager to ensure coaching and development of key hospitality behaviors
Support quality control walk-throughs of unit to address immediate issues, pre-empt potential future issues and identify areas for improvement
Support the preparation of move-in and move-out schedules to facilitate the process and minimize issues
Support the management and development of team members, including the Hospitality Associate and Porter
May have supervisory responsibility of 1-2 other colleagues on the team
Education and Experience:
Bachelor's degree preferred
3-5 years' experience in events, retail, restaurant or facilities management
Experience managing others a plus
In Unit work, no work from home opportunity
Schedule aligns to business demands will be on call 24x7
Excellent interpersonal and networking skills
Strong verbal and written communication skills
Financial literacy and business operations experience a plus
Strong organizational skills with the ability to multitask projects from start to finish
Strong service orientation and attention to detail
CBRE Hana, LLC is a wholly owned subsidiary of CBRE Group, Inc., the world's largest commercial real estate services and investment firm (based on 2017 revenue). Hana partners with real estate owners to develop and operate integrated, scalable, flexible workspaces. Each unit contains office suites (Hana Team), conference rooms and event space (Hana Meet) and co-working (Hana Share). Hana provides property owners increased transparency, control over their asset environment, and a valuable offering for companies that desire to maintain their culture and brand while leveraging the benefits of a flexible space offering. More information is available at www. yourhana.com .
Internal Number: 20029603
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.