Workplace Experience Specialist
Hines
- San Francisco, CA
- $66,400-83,100 per year
- Permanent
- Full-time
- Handle day-to-day operations and serve as the first point of contact for client service requests and facility-related issues.
- Maintain a personal daily to-do list to assist in tracking all pending items.
- Gather weekly highlights and review with the Soft Services Manager.
- Deliver exceptional service quality as reflected in client feedback.
- Assist with the development and distribution of occupant-facing communication and guides.
- Oversee space tours, including developing tour plans, providing tours, and training tour guides for onboarding.
- Manage relationships with key internal and external vendor partners (Engineering, Vendors, Contractors, etc.).
- Obtain and file vendor insurance certificates, maintain client and vendor contact lists, emergency contact lists, and other pertinent records and files.
- Conduct vendor walkthroughs to proactively assess repair or service needs.
- Monitor all periodic services (e.g., cleaning, security, access system, break room program, kitchen/appliance maintenance, and office supplies).
- Complete assigned site inspections in accordance with SLAs and KPIs to maintain the functionality and aesthetics integrity of occupied spaces across the portfolio.
- Monitor and manage contracts and compliance.
- Collaborate with internal and/or external sourcing professionals to source local services and goods through third-party suppliers, maximizing utilization of preferred vendors and spending with Minority/Women-owned Business Enterprises.
- Organize leadership requests and see them through.
- Communicate regularly with employees regarding status updates and service requests, ensuring all requests are handled promptly, professionally, and tailored to the individual.
- Ensure all work is recorded in the applicable system of records.
- Assist with business continuity and emergency preparedness planning.
- Conduct market research and compare costs and benefits when evaluating new vendors for presentation to the client management team.
- Assist the Soft Service Manager in developing and overseeing the detailed, zero-based annual operating budget.
- Assist the Soft Service Manager in drafting monthly/quarterly variance reporting in a timely manner.
- Assist with billing, invoicing, and other client charges in compliance with facility service agreements.
- Review and issue all proposals before sending to Coupa for obtaining purchase orders.
- Report trends and issues requiring programmatic reviews.