About The Role

We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen.

As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.

With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it’s ever been.

JOB SUMMARY

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.

DUTIES & RESPONSIBILITIES

• 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.
• 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).
• Ensure consistency in support provided by the team through continuous review and improvement of multiple Experience Services throughout a large campus or multi-site portfolio.
• Review 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.
• 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.