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Assistant General Manager

London , United Kingdom

Ref#: 9677250310

Date published: 18-Jan-2021

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Welcome to Hana, backed by CBRE’s decades of Real Estate experience, we’re leading the way in creating spaces where companies and individuals, like yourself, can collaborate and thrive. We’re building a world-class product and team that is redefining the flexible work space and beyond. At Hana, we focus on the details that drive success – a professional environment, thoughtful designs and courteous service – just to name a few. We believe in fostering a culture that drives accomplishment through adaptability, professionalism and thoughtfulness. And, we like to have a bit of fun too. 

Job Summary:

The Assistant General Manager (AGM) is an integral part of the member experience, sales performance and operational excellence of our locations. They will specialise in sales, but also be fluent in hospitality and operations. The AGM will be tasked on achieving and maintaining the highest level of professionalism and experience within the location(s). The AGM will head up the events program, with help and input from the General Manager(s).

Essential Duties and Responsibilities:

o Team - Schedule and conduct viewings, send proposals and close sales of the office spaces
o Meet - Maintain a busy meeting room booking schedule and upsell catering packages to members and non-members
o Share - Drive enquiries, conduct viewings, send proposals and close sales of flexible desks 
Responsible for maintaining a very high NPS score for the location(s) by ensuring members experience a world class product and service
Manage the billing, raising of PO’s and invoice approval within budget constraints
Develop relationships with members to proactively gather information on their needs
Develop partnerships/client services/discounts that will help members achieve their goals
Ensure positive arrival experience for all members, prospective members and guests, while maintaining necessary levels of building security
Conduct new member orientation, including educating members on our policies and procedures, security and work order ticketing for any issues
Prepare incident reports for member complaints, accidents, thefts, property damage, trespass, contact with the emergency services and any other occurrences
Partner with the General Manager to ensure coaching and development around hospitality behaviours
Make recommendations regarding best practices to General Manager for the benefit of the broader company, including but not limited to overall site management, sales, hospitality, operations, events and training
Connect with local organisations and attend networking events to promote company and identify potential members
Support the quality control walkthroughs to address immediate issues, pre-emp potential future issues and identify areas for improvement when needed
Manage food and beverage offerings to ensure the quality and presentation are aligned with the Hana brand
Support the preparation of move-in and move-out schedules to minimise issues
Support the General Manager in making strategic decisions regarding the operational and financial performance of the location
Support the management and development of team members, including the Experience Host(s) and Member Attendant(s)

Education, Experience and Skills:

Bachelor’s Degree or equivalent preferred
Previous experience in sales, hospitality or customer service
Experience of line management
Excellent interpersonal and networking skills
Strong verbal and written communication skills
Excellent IT and Technology skills to assist members with common technical issues 
Financial literacy and business operations experience a plus
Strong organisational skills with the ability to multitask projects from start to finish
Passion and understanding for entrepreneurial communities
Interest in wellness is a plus

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