Workplace Experience Director
ID de la Vacante
Línea de servicio
GWS Segment
Tipo de función
Tiempo Completo
Alexandria - Virginia - United States of America, Charlotte - North Carolina - United States of America, Chicago - Illinois - United States of America, Cleveland - Ohio - United States of America, Dallas - Texas - United States of America, Minneapolis - Minnesota - United States of America, New York City - New York - United States of America, Newark - New Jersey - United States of America, Philadelphia - Pennsylvania - United States of America, Richmond - Virginia - United States of America

Hi, we’re Host!

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.


The Workplace Experience Director serves as the primary client contact for the delivery of Host’s services that seek to increase individual well-being, personal productivity, and organizational effectiveness.

Host connect employees to their environment through high-touch services and world-class customer service support.

This role serves on the Account Leadership team and is focused on managing our strategy for delivery of Experience Services delivering tangible concepts to our diverse customer base and managing long term value across the Experience platform.


Directs and trains all onsite employees to deliver service levels within the prescribed scope and budget.

Services include, but are not limited to: Concierge, Room Management, A/V Triage, Meeting & Event Support, Supply and Equipment Management, Workplace Onboarding, Facilities Management, and Community Engagement Support.

Reviews and contributes to client's strategic plans and determine appropriate staffing levels to meet expectations; provides direction on Host management, including recruitment of talent, performance management, employee engagement, employee development and financials.

Responsible for Host revenue and expense management for assigned account. 

Establishes savings goals and creates action plans to improve financial position.

Negotiates with clients, partners, and associates to resolve conflicting priorities. Sets goals and direction to meet and exceed client expectations. Sets achievable goals that are linked to the objectives of the organization. 

Manages development, production, quality, and retention of Host team.

Provides vision, strategy, and implementation guidance for full scope of Host services. Manages client relationship.   

Remains informed about developments within the Experience Services industry, and networks with in-company subject matter experts to bring world class solutions to bear for the client.

Monitors key service delivery metrics. Takes corrective action as needed. Meets with management team and appropriate departments to discuss and resolve discrepancies.

Ensures safety standards are met by those delivery Experience Services; whether company employees or third-party service providers.

Ensures necessary tools and technology are available for Experience Services teams and clients. 

Delivers strategic plan for utilization of vendor partnerships.

Maintains relationships with vendors who provide services and goods.

Ensures orientation is best in class throughout a large campus or multi-site/cross-regional disparate portfolio.

Ensures quality and regular audits of the Service Business Continuity plan.

Performs other duties as assigned.  


HS Diploma or GED required or equivalent combination of education and experience (equivalent work experience = 2 years experience for every year of higher level education). Bachelor's degree (BA/BS) or other relevant vocational training preferred.

Minimum of 10+ years related, with 5 of those in management or supervisory capacities preferred (e.g. Front of House Manager, Lead Concierge, Hospitality, Rooms Manager, Experience Manager or Event Manager).

Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future

Prior supervisory & customer service experience is required.

Ability to comprehend, analyze, and interpret the most complex business documents.

Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches, and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor.  Ability to assess circumstances, empathize and offer help.

Utilize a high level of attention to detail as well as strong interpersonal skills.

Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.

Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.

Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.

Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.

Ability to work flexible work schedules based on office needs.

Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.

Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift up to 20 lbs. and occasionally lift/move up to 40 lbs.


Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve complex results.  Responsible for setting project, department and/or division deadlines. Errors in judgment may cause long-term impact to line of business and/or overall company.


Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:

1. Complete at a satisfactory level all required and assigned HSE training.

2. Follow all activity policies and procedures, including all HSE related requirements at all times.

3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing, and assessment, etc.

4. Report any condition which you feel could result in an accident or injury and / or stop work if required.

As a Supervisor / Manager:

While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:

1. Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly.

2. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders.

3. Support stop work authority when it is exercised in good faith.

4. Communicate any / all potential workplace hazards and workplace procedures.

NOTE: An additional requirement for this role is the ability to comply with COVID-19 health and safety protocols, including COVID-19 vaccination proof and/or rigorous testing.

Host es una línea de servicios de CBRE, la organización de bienes raíces comerciales más grande del mundo. Nuestra misión es aumentar el bienestar individual, la productividad personal y la efectividad organizacional a través de servicios basados en la tecnología y dirigidos por personas. En pocas palabras: nuestro objetivo es ayudar a las personas a trabajar de manera más inteligente y a deleitarse al hacerlo. 

Nuestra oferta de experiencia conecta a los empleados con sus entornos, a través de la tecnología, los servicios y las comunidades que más importan. El conjunto de productos escalables de Host incluye servicios de calidad de conserjería proporcionados por talentosos “anfitriones” de CBRE; capacitación y certificación de servicio al cliente de clase mundial; y una poderosa plataforma tecnológica de nivel empresarial. 

La plataforma, que puede adaptarse a los requisitos específicos del cliente, cuenta con una sólida experiencia móvil que permite a los usuarios navegar por el lugar de trabajo, programar reuniones con colegas, reservar espacios de trabajo, usar servicios de alimentos y bebidas, y acceder a servicios de construcción y conserjería.