Workplace Services Manager

Job Title

Workplace Services Manager

Job Description Summary

Under the supervision of the Facilities Manager, the Workplace Services Manager supports the facilities organization at a specific location, set of buildings, or campus environment. The Workplace Services Manager is charged with supporting the day-to-day implementation of policies, procedures, programs and workplace services delivery that provides a well-managed and well-maintained building. Places an emphasis on a positive response to the concerns and needs of the tenants, environmental health and safety, and quality programs, in coordination with the client's goals and objectives.

Job Description

Essential Responsibilities:

• Ensure the day-to-day operations of the facility(s) or campus, including janitorial, life-safety, engineering, site services, and general maintenance are implemented and carried out in a manner consistent with C&W policies and client directives. Ensure all contracts are reviewed on a regular basis and are bid out as required and confirm invoices match contract pricing
• Supervise all maintenance programs relating to the interior and exterior conditions and appearance of the properties and be accountable for the working environment at the location ensuring a consistent high quality workplace experience for colleagues and visitors at all times.
• Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams. 
• Help spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required.  
• Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee ready.  
• Ensure complaints, questions, concerns, and suggestions from employees are addressed and conduct follow-up, if needed. 
• Provide “White Glove” service to Executives and key stakeholders.  Ensure prompt and efficient follow up on any issues/ requests. 
• Oversee and support reception, lobby concierge, and event/conference service operations to ensure they align with Facilities Management standards for safety, efficiency, and a consistently positive client experience
• Under the direction of the Facility Manager, respond promptly to requests for building maintenance, repairs, cleaning needs, etc. from building occupants and for the implementation of ongoing contract programs to address and resolve needs and problems
• Compile information necessary to ensure all site-specific documentation and reports are completed accurately and on time, including (and as applicable): Property Information Book, Site Operating Manual, Emergency Procedures Manual, IIPP Manual, Local Code Compliance Log, ADA Compliance Log, OSHA Log, Safety Meeting Log, Elevator Logs, Janitorial Log, Purchase Order Log, Vendor Certificates of Insurance, As-built Drawings, IIPP Manual, Paid Invoices File, General Files, Contract Files, Annual Property Conditions and Year- end Performance Report and other reports and documentation as required
• Prepares budgets, financial reports (monthly and quarterly), contracts, expenditures and purchase orders related to the facility(s) or complex as directed
• Assist in providing information and reports necessary for the development of capital budgets for the facility. This includes contributions towards a five-year plan of maintenance, facility improvement, and cost reduction initiatives
• Collect, analyze and prepare reports of such statistical data as may be required to provide accurate and current assessment of facility management objectives
• Expected to be thoroughly familiar with the management contract, vendor agreements, and other building/facility contracts and all requirements contained therein
• Monitor and ensure that tenants and vendors comply with insurance requirements and coordinate all claims as required
• Proactively inspect the facility, systems, rooms, common areas, etc. and report back any findings or issues to the Facility Manager
• Responsible for the oversite of Lobby Ambassadors and day-to-day people management duties. This includes managing schedules, providing guidance, and ensuring that the team is meeting expectations. 

Key Competencies:

• Communication, presentation and negotiation proficiency (oral and written)
• Commercial awareness of the nature and operation of outsourced managed services contracts.

• Technical Proficiency including understanding of the typical CMMS workorder lifecycle and PO processes.
• Visitor management and security processes and best practice.

• Strategic Thinking and Problem Solving/Analysis
• Committed to Service Excellence
• Leadership
• Teamwork Orientation
• Relationship Management
• Financial Management

Education:

• Associate’s degree in facilities management, building, business or other related field required
• Bachelor’s degree preferred

Important Experience:

• A minimum of 3-5 years relevant experience, preferably in highly visibility commercial real estate client environment with facility management and workplace experience delivery.
• Experience in maintenance, construction, engineering and all facets of property operation and building management preferred
• CMMS/Work Order Management experience is preferred
• Expeirence working in or overseeing reception and/or lobby concierge services

Additional Qualifications:

• Certified Facility Manager (CFM), International Facilities Management Association (IFMA), Building Owners and Managers Association (BOMA) industry certifications recommended; other Engineering, Business or technical training or certifications a plus
• Ability to read and understand construction specifications and blueprints
• Proficient in understanding management agreements and contract language
• Skilled in Building Management Systems maintenance and monitoring
• Excellent computer and systems knowledge; Strong literacy in Microsoft Office Suite (MS Word, Excel, PowerPoint)
• Strong discipline of financial management including financial tracking, budgeting and forecasting
• Ritz Carlton or Disney Institute (or similar) customer service trainings
• Knowledge of Financial Systems (Yardi a plus)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate with others and exchange accurate information; operate a computer and other office productivity machinery; move about the workplace; remain in a stationary position for 50-75% of the time; and extend hands and arms in any direction.

AAP/EEO Statement:

C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.

Other Duties:

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Note: This job description includes the core responsibilities for C&W. These duties may have slight modifications based on the regional location.

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.