Workplace Services Manager

Cushman & Wakefield•Chicago, IL

18h•Onsite

About The Position

Under the supervision of the Facilities Manager, the Workplace Services Manager supports the facilities organization at a specific location, set of buildings, or campus environment. The Workplace Services Manager is charged with supporting the day-to-day implementation of policies, procedures, programs and workplace services delivery that provides a well-managed and well-maintained building. Places an emphasis on a positive response to the concerns and needs of the tenants, environmental health and safety, and quality programs, in coordination with the client's goals and objectives. The role ensures the day-to-day operations of the facility(s) or campus, including janitorial, life-safety, engineering, site services, and general maintenance are implemented and carried out consistent with C&W policies and client directives. It involves supervising maintenance programs, collaborating with cross-functional teams for service needs, spearheading hospitality training, assessing space readiness, addressing employee concerns, providing "White Glove" service to executives, overseeing reception and event services, and compiling necessary documentation and reports. The manager also prepares budgets, financial reports, and assists in capital budget development, while ensuring compliance with contracts and proactively inspecting facilities.

Requirements

Associate’s degree in facilities management, building, business or other related field required.
A minimum of 3-5 years relevant experience, preferably in highly visibility commercial real estate client environment with facility management and workplace experience delivery.
Experience in maintenance, construction, engineering and all facets of property operation and building management preferred.
CMMS/Work Order Management experience is preferred.
Experience working in or overseeing reception and/or lobby concierge services.

Nice To Haves

Bachelor’s degree preferred.
Certified Facility Manager (CFM), International Facilities Management Association (IFMA), Building Owners and Managers Association (BOMA) industry certifications recommended; other Engineering, Business or technical training or certifications a plus.
Ability to read and understand construction specifications and blueprints.
Proficient in understanding management agreements and contract language.
Skilled in Building Management Systems maintenance and monitoring.
Excellent computer and systems knowledge; Strong literacy in Microsoft Office Suite (MS Word, Excel, PowerPoint).
Strong discipline of financial management including financial tracking, budgeting and forecasting.
Ritz Carlton or Disney Institute (or similar) customer service trainings.
Knowledge of Financial Systems (Yardi a plus).

Responsibilities

Ensure the day-to-day operations of the facility(s) or campus, including janitorial, life-safety, engineering, site services, and general maintenance are implemented and carried out in a manner consistent with C&W policies and client directives.
Ensure all contracts are reviewed on a regular basis and are bid out as required and confirm invoices match contract pricing.
Supervise all maintenance programs relating to the interior and exterior conditions and appearance of the properties and be accountable for the working environment at the location ensuring a consistent high quality workplace experience for colleagues and visitors at all times.
Collaborate with cross functional teams to obtain Voice of the Customer data (quantitative and qualitative) to capture service needs. Share information with leadership and cross functional teams.
Help spearhead hospitality training programs for onsite Cushman & Wakefield service teams to ensure colleagues greet employees and guests with utmost courtesy and urgency to provide hands-on assistance when required.
Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are employee ready.
Ensure complaints, questions, concerns, and suggestions from employees are addressed and conduct follow-up, if needed.
Provide “White Glove” service to Executives and key stakeholders. Ensure prompt and efficient follow up on any issues/ requests.
Oversee and support reception, lobby concierge, and event/conference service operations to ensure they align with Facilities Management standards for safety, efficiency, and a consistently positive client experience.
Under the direction of the Facility Manager, respond promptly to requests for building maintenance, repairs, cleaning needs, etc. from building occupants and for the implementation of ongoing contract programs to address and resolve needs and problems.
Compile information necessary to ensure all site-specific documentation and reports are completed accurately and on time, including (and as applicable): Property Information Book, Site Operating Manual, Emergency Procedures Manual, IIPP Manual, Local Code Compliance Log, ADA Compliance Log, OSHA Log, Safety Meeting Log, Elevator Logs, Janitorial Log, Purchase Order Log, Vendor Certificates of Insurance, As-built Drawings, IIPP Manual, Paid Invoices File, General Files, Contract Files, Annual Property Conditions and Year- end Performance Report and other reports and documentation as required.
Prepares budgets, financial reports (monthly and quarterly), contracts, expenditures and purchase orders related to the facility(s) or complex as directed.
Assist in providing information and reports necessary for the development of capital budgets for the facility. This includes contributions towards a five-year plan of maintenance, facility improvement, and cost reduction initiatives.
Collect, analyze and prepare reports of such statistical data as may be required to provide accurate and current assessment of facility management objectives.
Expected to be thoroughly familiar with the management contract, vendor agreements, and other building/facility contracts and all requirements contained therein.
Monitor and ensure that tenants and vendors comply with insurance requirements and coordinate all claims as required.
Proactively inspect the facility, systems, rooms, common areas, etc. and report back any findings or issues to the Facility Manager.
Responsible for the oversite of Lobby Ambassadors and day-to-day people management duties. This includes managing schedules, providing guidance, and ensuring that the team is meeting expectations.