WORKPLACE SERVICES MANAGER

Job Summary

The WORKPLACE SERVICES MANAGER is responsible for coordinating the work of themselves and the workgroup to deliver the highest standards in service and consistently maintaining customer satisfaction, ensuring the space is optimized, onsite meeting & event requests are fulfilled in a timely/efficient manner. Deliver a timely and clear operational update. Collaborate with Workplace Services  (Client) on daily delivery basis and assist the client on other initiatives to elevate the workspace experience.  Plan experienced based events and liaison with external vendors.

Core Functions:

• Develop and assist with a collaborative environment amongst TIAA members through events and personal introductions
• Event Planning – Ability to curate small and large events, which are directed to enhance workplace productivity and offer an experience based  workplace
• Meet and greet all executive office members and VIP guests visiting the building. Provide curb side check in for executive office guests. 
• Drive daily workplace operations in accordance to corporate workplace policies
• Build relationship with various business divisions, executive office and assist with workplace related offerings 
• Ability to effectively communicate with the onsite operations team to ensure all working space is booked correctly 
• Effectively solve space or amenities related issues to ensure an elevated user experience 
• Manage the email distribution list and ensure all queries are responded in a timely manner, escalate all service related matters to the onsite client
• Worked with EMS or any other Space Management Tool
• Observe floor operations, user behaviors and suggest strategic changes to continue enhancing the experience on the floor
• Reconfigure floor space based on workplace events, move furniture, set-up conference rooms and public spaces when required. 
• Prepare daily, weekly, and monthly reports and review key metrics 
   

Key Responsibilities:

• Daily floor walkthroughs and ensure all workplace amenities are stocked, report all 
• Proactive, timely and clear communication to team and leadership, especially alerting team of changes and needs to support successful front desk and floor services functions
• Manage and report office trends, including maintenance requests, associate preferences and front desk observations
• Ensure space optimization practices, tools and processes are updated and operating accurately; conduct quality assurance checks
• Deliver and train white glove service delivery to all; elevated attention to high level guests and meetings; influence and build skills in team members to maintain service standards  
• Coordinate day ahead team reviews, and daily activities to ensure timely, accurate completion of tasks
• Heavy anticipation and proactive delivery of all services
• Subject matter expert and EMS/Space Management Tool administrator responsibilities
• Escalation point for service delivery breakdowns, issues, customer feedback; resolve issues and ensure follow through, engage leadership when necessary
• Perform administrative tasks and provide guidance to team in completion
• Oversee and assist with integration of new team members
• Facilitate/support offsite events as appropriate
• May serve as point of contact for external vendors/service providers 
• Manage the daily registration and reception of office guests and high-profile visitors
• Catering set-up knowledge & ServSafe Certified preferred.
• Other duties as required