Experience Manager

Job Title

Experience Manager

Job Description Summary

The Experience Manager’s primary responsibility it to maintain a positive, enriching building community and to provide exemplary customer service to tenants and guests at the client site by serving as the experience liaison. The Experience Manager will partner with asset services in managing the operations of all amenity facilities including the tenant lounge &conference suites, fitness facility and the bike parking room. The fitness facility Site Manager and Guest Services Associate(s) report to the Experience Manager to ensure optimal facility usage, ensure operations meet the highest standards, keep accurate membership data and reporting, and guarantee exemplary customer service is provided. The Experience Manager is responsible for the overall tenant experience and guest services management platform of the client site.

Job Description

KEY COMPETENCIES

• Superior knowledge of Philadelphia’s cultural, dining, and entertainment venues, and ability to match client desires to the appropriate venue
• Ability to effectively supervise and motivate the Experience Management Associate Team.
• Able to multi-task in a fast-paced environment, accommodating and communicating to a broad range of clientele with varied needs
• Able to think quickly and efficiently when confronted with a client request
• Motivated self-starter who can work with minimal supervision
• Creative problem-solver, proactive, approachable, and solution-focused
• Professional demeanor and appearance
• Strong planning and organizational skills
• Excellent interpersonal and communication skills
• Takes initiative and anticipates needs of others
• Commitment to company values
• Computer literacy, specifically MS Office applications and Internet
• Internet Technology and Audio-Visual knowledge to assist with the functionality of all equipment and tenant users

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Oversees operations of the Conference Suites and Tenant Lounge – adheres to the opening checklist and is accountable for the Experience Manager Associate’s closing responsibilities. Please refer to Opening and Closing Checklist.
• Manages the amenity facilities including the tenant lounge, conference suites, fitness facility, and bike parking room.
  • Manages and maintains all spaces including scheduling and maintaining calendar, obtaining all pertinent meeting details and reservation billing
  • Coordinates arrangement and set-up for amenity facilities including coordinating and overseeing room set-up, catering, and AV equipment, and collecting and managing payment from outside users
  • Tracks inventory and supply orders and coordinates with Building Management Team for ordering purposes
  • Supervises the overall facility operations, maintenance, safety, and cleanliness of the facilities and utilizes the building’s work order system to initiate appropriate work orders for the building staff.
  • Manages the functionality of all internet technology, audio visual equipment and appliances
  • Assists the One Liberty Place Management Team with accounts payable and accounting
  • Responsible for the serving of alcohol to tenants and follows and limitations or restrictions regarding service. Works with the Director of Security and designees for all issues regarding illegal or irresponsible consumption of alcohol by tenants or guests.
  • Achieve profit targets and goals
  • Takes responsibility for the sales and marketing of the conference suites, including pricing, promotions and promotional materials, image and brand and profile
  • Schedules and promotes use of amenity facilities
  • Participates in prospective tenant leasing tours and programs
  • Communicates daily with the One Liberty Place management team, planning work schedules and checking client requirements
  • This includes supervision of special projects, schedules, billings, membership tracking, and accurate reports detailing client requests and billing of services to client
• Plans events and develops the Tenant Experience program
  • Builds and fosters relationships with meeting planners and tenants by planning, coordinating and executing tenant community events
  • Develops budgets for scheduled client events
  • Presents recommendations and budget proposals to client for approval
  • Develops and coordinates Experience Manager program and other convenience, lifestyle and hospitality services for the property
  • Create guides for One Liberty Place’s tenants and guests, which includes restaurant locations, shows, maps, etc.
  • Coordinates with external constituents who contract to utilize the facility for events
  • Works with local establishments for The Room Speaker Series events
  • Coordinates “new tenant orientations” to introduce new tenants to the Experience Manager role, the building, relevant building software/ apps, and newsletter sign up
• Manages the Guest Services Associate team
  • Interviews and trains new Guest Services Associates
  • Coordinates, schedules and ensures proper coverage of the conference center and lounge Experience Management position and the Visitor Management desk in the Main Lobby as applicable
  • Ensures policies and procedures are followed and provides guidance and coaching to Experience Management team members
  • Maintains and motivates the Experience Management team to provide a high level of customer service and constantly looking to exceed guest expectations
• Provides general Experience Manager and acts as Social Media Manager
  • Creates, maintains and updates the CRM Database
  • Supports the Asset Services team conduct the Tenant Appreciation Program that includes seasonal tenant appreciation events, tenant anniversaries and lease renewals recognition, thank you cards and gift delivery
  • Writes, edits and sends a monthly email newsletter to tenants who have opted in to the service regarding events occurring in the building and around; actively seeks to grow the email list by soliciting subscribers through marketing initiatives
  • Responds to in-person, phone and email requests from tenants
  • Secures tickets to concerts, theme parks, movie theaters and other venues
  • Coordinates the ordering and delivering of balloon and floral arrangements, in addition to corporate and gift baskets, as requested by tenants and building management
  • Secures restaurant reservations, arranges limousine and car services
  • Stays current on knowledge of local events and cultural attractions.
• Manages building experience management and health and wellness software platforms
  • Generates content and administers the web portal and mobile device applications
  • Assists building management to achieve maximum engagement, adoption, and integration of the building’s experience management platforms
• Completes required administrative tasks
  • Provides detailed reporting of the calls, emails, and requests that have come in and the type of services that has been provided and coordinated to the client
  • Provides timely and accurate financial reports to both the Experience Manager Company and Building Management to ensure accurate billing of services to clients
  • Ensure the reception desk flowers are properly delivered and maintained
  • Oversees the maintenance of the Conference Center and Tenant Lounge event
• Partners with Asset Services for all tenant and guest property tech software including but not limited to building operations and work order management, tenant experience and building application platform including content creation and data management
• Assists in other special projects requested by the Experience Manager Contractor or the Building Management Team as needed.

IMPORTANT EDUCATION

• Bachelor’s Degree or equivalent work experience
• At least five years’ experience in hospitality, and/or VIP customer service
• At least two years’ experience in a supervisory/managerial role

EXPECTATIONS

• Ability to oversee the Visitor Management Guest Services Manager and Conference and Lounge Guest Services Associate positions
• Complete VMS, Emergency Preparedness, Work order system training
• Adheres to “Best Impressions” standards (no cell phones, clear desks, no food, no gum chewing, great everyone with a smile) and to the Building “See Something, Say Something” policy
• Be professionally attired at all times and adhere to corporate and ownership standards
• Assistance for all things related to servicing the building tenants, guests, and end-users

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, email HRServices@cushwake.com or HRServices@cwservices.com. All inquiries not related to accommodations will go unanswered.