Experience Manager - Hana

10 Nov 2019
08 Dec 2019
Contract Type
Full Time

Member Experience Manager


Welcome to Hana, backed by CBRE's decades of Real Estate experience, we're leading the way in creating spaces where companies and individuals, like yourself, can collaborate and thrive. We're building a world-class product and team that is redefining the flexible work space and beyond. At Hana, we focus on the details that drive success - a professional environment, thoughtful designs and courteous service - just to name a few. We believe in fostering a culture that drives accomplishment through adaptability, professionalism and thoughtfulness. And, we like to have a bit of fun too.

Job Summary:

The Experience Manager is an integral part of the client experience, sales performance and operational excellence of our locations. The Experience Manager will specialise in Hospitality, but be fluent in operations and sales as well. The Manager will be tasked on achieving and maintaining the highest level of professionalism and vibrancy within the location, with overall client experience and retention being the main focus. The Manager will head up the events program, with help and input from the General Manager.

Essential Duties and Responsibilities:

  • Ensuring clients experience world class hospitality
  • Develop relationships with clients to proactively gather information on their needs
  • Develop partnerships/client services that will help clients achieve their goals
  • Ensure positive arrival experience for all clients, prospective clients and guests, while maintaining necessary levels of building security
  • Conduct new client orientation, including educating members on our policies and procedures, security and work order ticketing for any issues
  • Prepare incident reports for client complaints, accidents, thefts, property damage, trespass, contact with the emergency services and any other occurrences
  • Partner with the General Manager to ensure coaching and development around hospitality behaviors
  • Make recommendations regarding best practices to General Manager for the benefit of the broader company, including but not limited to overall site management, sales, hospitality, operations, events and training
  • Support the research of prospective clients in the pipeline, support follow up and closing requirements when needed
  • Connect with local organisations and attend networking events to promote company and identify potential clients
  • Support the quality control walkthroughs to address immediate issues, pre-emp potential future issues and identify areas for improvement when needed
  • Manage food and beverage offerings to ensure the quality and presentation are aligned with the Hana brand
  • Support the preparation of move-in and move-out schedules to minimise issues
  • Support the General Manager in making strategic decisions regarding the operational and financial performance of the location
  • Support the management and development of team members, including Welcome Host and Janitor

Education, Experience and Skills:

  • Bachelor's Degree or equivalent
  • Previous experience in events, hospitality or customer service
  • Experience of line management
  • Excellent interpersonal and networking skills
  • Strong verbal and written communication skills
  • Excellent IT and Technology skills to assist members with common technical issues
  • Financial literacy and business operations experience a plus
  • Strong organisational skills with the ability to multitask projects from start to finish
  • Passion and understanding for entrepreneurial communities
  • Interest in wellness is a plus

About Hana
CBRE Hana, LLC is a wholly-owned subsidiary of CBRE Group, Inc., the world's largest Commercial Real Estate services and Investment firm (based on 2017 revenue). Hana partners with Real Estate owners to develop and operate integrated, scalable, flexible workspaces. Each unit contains office suites (Hana Team), conference rooms and event space (Hana Meet) and co-working (Hana Share). Hana provides property owners increased transparency, control over their asset environment, and a valuable offering for companies that desire to maintain their culture and brand while leveraging the benefits of a flexible space offering. More information is available at .