Company Description
The role of Building Manager is to create an experience enhancement strategy for their property to achieve the highest client, customer, guest, and service partner satisfaction. The Building Manager is responsible for assessing every interaction touchpoint with a mindset to deliver the most memorable experiences. They will lead by example and be a role model for the onsite teams, acting as an advocate for the Beyond: Front of House brand by maintaining best practices.
Job Description
- Basics Done Better: Ensure fundamentals of customer service are followed and delivered to the highest standards.
- Lead by Example: Inspire the wider onsite teams.
- Warm Welcome and Fond Farewell: Greet clients, customers, and guests with professionalism.
- Daily Operations: Oversee the day-to-day operation of the building.
- Track and Optimize Interactions: Build strong relationships with all stakeholders.
- Team Spirit: Establish collaboration and increase loyalty, aiming for top satisfaction ratings.
- CX Plans: Create bespoke CX enhancement plans to drive positive outcomes and retention.
- Standard Procedures: Follow Beyond: Front of House SOPs and guidelines.
- Guest Management: Ensure guest management processes are strictly followed.
- Complaint Resolution: Handle complaints and escalate where necessary.
- Immaculate Presentation: Keep all front-of-house areas impeccably presented.
- Database Management: Process data accurately and promptly.
- Innovation: Identify opportunities for CX enhancements.
- Initiative Support: Support all Beyond: Front of House initiatives.
- Training Standards: Train temporary team members as per standards and maintain records.
- Presentation Policy: Adhere to dress code and personal presentation policy.
- Issue Reporting: Log property issues and inform Facilities Management.
- CX Feedback: Obtain and evaluate feedback, draft improvement action plans.
- Journey Mapping: Identify opportunities through customer journey mapping.
- Preventative Measures: Design processes to minimize complaints and shortfalls.
- Professional Relationships: Build relationships with clients, customers, and stakeholders.
- Reporting: Produce reports such as onsite holiday planner, CX initiatives plans, etc.
- Reception Duties: Cover reception for security gaps and breaks.
- Community Engagement: Execute engagement initiatives and manage social media content.
- Lobby Hosting: Practice lobby hosting daily as directed.
- CCTV Monitoring: Ensure safety and security via CCTV monitoring.
- Quality Assurance: Conduct property quality checks.
- Upkeep: Ensure lobby and lounge areas are well-presented.
- Risk & Compliance: Update S2 Riskwise for compliance.
- Financial Tasks: Assist with invoice processing and expense monitoring.
- Marketing Assistance: Help marketing agents showcase vacant spaces.
- Fire Manager: Act as fire manager during emergencies.
- Emergency Planning: Assist with emergency and business continuity documentation.
- Contractor Management: Oversee contractors.
- Occupier Liaison: Organize occupier access and hold meetings as needed.
Qualifications
- Be a go-to expert for colleagues, clients, and customers.
- Provide solutions-focused guidance.
- Proficient in MS Outlook, Word, Excel, and PowerPoint.
- Knowledge of property H&S, building management, and performance management.
- Willingness to learn CAFM systems like Meridien and RiskWise.
- Understanding of service contracts and service charge.
- Maintain elogbooks and permit-to-work systems.
Commercial Awareness & Value Add:
- Understand building financial and business objectives.
- Encourage CX team interaction with all stakeholders.
- Able to execute succession planning and bring commercial awareness.
- Identify initiatives to enhance CX.
Innovative Thinking & Agility:
- Exhibit innovative thinking for best-in-class CX.
- Demonstrate urgency in service delivery.
Communication & Managing Expectations:
- Actively listen, interpret, and prioritize tasks effectively.
- Tailor communications for various stakeholders.
- Exceed expectations and provide prompt resolutions.
- Model key behaviors of service excellence.
High-Quality Work:
- Continuously improve work quality with excellent organizational and time management skills.
Productivity & Efficiency:
- Optimize time management and focus on controllable tasks.
- Excellent oral and written communication.
- Produce detailed building management reports.
Collaboration:
- Build trusting relationships and foster a collaborative environment.
Service Excellence:
- Deliver impactful results and withstand pressure.
- Strong change management mindset.
Personal Development:
- Seek feedback for growth and offer constructive feedback.
- Engage in relevant training and development opportunities.
Professional Conduct & Integrity:
- Act as a role model, upholding Colliers values.
Diversity & Inclusion:
- Participate in Balance in Business initiatives, promoting an inclusive culture.
Community Engagement:
- Represent Colliers in community events, creating CX team impact.
Additional Information
At Colliers, we believe in investing in our people and supporting their growth. You’ll have the chance to make an impact on our clients’ success and gain valuable industry experience within a globally recognized brand. We offer a competitive salary, a collaborative work environment, and the opportunity to work with industry leaders in real estate.
