Office Services Manager

Job Title

Office Services Manager

Job Description Summary

Our Office Services Manager manages facets of the workplace in the office, ensuring that administrative and business operations run smoothly and efficiently. This individual will be responsible for satisfactory delivery of end user business and occupant amenities, managing a team of employees and vendors for copy/print machines, reception/guest services, event services, mail services, provision of company amenities (i. e. , janitorial service, food & drink). We are seeking a passionate and driven professional to act as an ambassador and liaison between our client, employees and visitors who come to the site. Ideally this individual cares deeply about the level of interaction and the quality of the experience the recipient enjoys during their initial interactions at the site.
The ideal candidate will be hospitality-focused, showcase a contagiously positive attitude, exceptional communication skills, and have the ability to support facilities management and operations professionals in a faced-paced environment.

Job Description

The Manager is responsible for delivery of facilities, workplace resources, and related office and business administrative services. Works closely with the Facility Manager, Facility Coordinator, and landlord to provide support in operating and maintaining the facility, building & equipment, repair, and maintenance, by providing administration and team (vendor or on-site team) direction. Establishes a strong rapport with clients, vendors and contractors. The Office Services Manager adheres to company policies and procedures, following all safety and security protocols and ensures the on-site team and vendors do the same. Oversees a team of 2 customer service experience associates (reception) and is expected to motivate and galvanize team performance and on-site delivery of end user experience of the facility.

Responsibilities

• Ensures a smooth and seamless employee and guest experience by communicating warmly, clearly, and effectively with employees, guests, vendors, etc. to meet the request at hand.
• Consistently offers professional, friendly and welcoming interactions.
• Responsible for the oversight and day-to-day people management duties of reception. This includes managing schedules, providing guidance, and ensuring that the team is meeting expectations.
• Supervises access control measures, including badges and turnstiles.
• Supervises guest registration logs via electronic guest management system.
• Functions as the primary escalation point for reception and ensures all complaints, questions and concerns that were escalated have been properly addressed.
• Works with cross functional teams in Facilities Management, Space and Occupancy Planning, Janitorial and Food & Beverage Service, to help build and implement client-specific programs focused on delivering exceptional employee experiences in the workplace.
• Helps implement experience related guidelines, best practices, and standards for reception.
• Reviews all appropriate documents, manuals, and standard operating procedures to be familiar with details of engaging with guest visitors, employees, and visitors.
• Assists with any changes or new information promptly and reliably, following up with the customer to ensure satisfaction with course of action.
• Ensures positive guest/group experience, through personal interaction and attendance at functions or other interactions throughout the day. Must be flexible to accommodate irregular and/or extended hours.
• Assists with administrative responsibilities, including supply ordering, visual inspection of conference rooms, guest space or supply closet or other responsibilities as required and requested.
• Displays professionalism and a sense of pride in all aspects of his/her duties and responsibilities.
• Understands and adheres to all safety and security protocols.
• Reviews internal work order system and reports service requests through building work order system. Communicates to building management as tenant/landlord liaison.
• Coordinates necessary corrective actions by property management personnel, AV techs, or third party vendors.
• Serves as a liaison between client and building vendors.
• Assists in the coordination of events and ad hoc requests.
• Strong managerial and leadership skills, holding team accountable and providing vision to the client, end users and C&W team for the value proposition and team’s objectives.
• Provides support with invoices and purchase orders (POs).
• Responsible for delivering results related to all employee experience and customer satisfaction KPIs.

Requirements

• Minimum of 4 years of reception, hospitality, and/or vendor coordination experience
• 2 years of experience in face-to-face interaction with customers preferred
• 2 years of experience overseeing a team of 2+ individuals
• A pleasant phone voice and excellent verbal and written communication skills a must
• Organization and attention to detail required
• Must be able to work in a fast paced, high-volume environment
• Proven computer experience essential including proficiency in Outlook, Word and Excel required
• Ideal candidate must have a positive attitude and be comfortable in providing customer service to a diverse population

Physical Requirements

• While performing the duties of this job, the employee is regularly required to travel from floor to floor and may be required to travel outside between buildings in varying outdoor weather conditions.
• The employee may also be regularly required to sit or stand for prolonged periods of time.
• Regularly use hands to operate office machinery including, but not limited to, telephones, computers, fax, and photocopy machines.
• Regularly required to walk, talk and hear.

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.