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Assistant General Manager

Manchester , United Kingdom

Ref#: 9677248749

Date published: 6-Aug-2020

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Assistant General Manager

Job Summary:

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.

Key Responsibilities:

•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, preempt 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

Supervisory Responsibilities:

•May have supervisory responsibility of 1-2 other colleagues on the team

Education and Experience:

•Bachelor’s degree preferred
•Minimum of 3 years experience in events, retail, restaurant or Facilities management 
•Experience managing others a plus

Additional requirements: 

•In Unit work, no work from home opportunity
•Schedule aligns to business demands will be on call 24x7

Communication Skills:

•Excellent interpersonal and networking skills
•Strong verbal and written communication skills

Financial Knowledge:

•Financial literacy and business operations experience a plus

Other Skills

•Strong organizational skills with the ability to multitask projects from start to finish
•Strong service orientation and attention to detail

About Hana

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.