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Assistant General Manager - fixed term contract

Manchester , United Kingdom

Ref#: 9677251099

Date published: 9-Mar-2021

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The AGM is an integral part of the member experience and is responsible for 70-80% of day to day operations in the unit.  In partnership with the General Manager, this role needs to model the Hana mission, values and behaviors for all colleagues and coach for brand alignment and service excellence.  This role has responsibility for ensuring a high quality, warm and welcoming service experience for all members and guests, ensuring that Hana is the easiest and friendliest place to do business and recognized for its outstanding hospitality.  The AGM will be measured on the ability to achieve and maintain the highest level of professionalism and service excellence within the property, with the overall member experience and retention being the key focus.

Key Responsibilities:
Responsible for all aspect of Meet Sales to include attending calls, tours, booking of meetings and coordination of services
Responsible for coordination of Unit Food and Beverage program to include catering services, creating BEO’s for meetings and BEO for catering orders
Onboard new members into CRM
Provide training for Unit Staff in systems and processes
Manage Facilities Maintenance Program to include ticket resolution, repair & maintenance, asset management for tech, FF&E
Own the on-boarding of new members into the physical space – move in dates, data connectivity, freight elevator booking, COI completion, office set up, logo ordering, amenities, policies and procedures etc. 
Conduct follow up discussions with members on feedback received from member Net Promoter Score surveys 
Create and send welcome emails and Docusigns to new members and member companies
Execute prospective member sales tours 
Meeting room walkthrough in AM –setup as requested per meeting
Assist members with Zoom and A/V set up in meeting rooms
Create member surprise and delights with Experience Host Associate
In partnership with the General Manager, work ork with base building security and Hana security if there are questions/issues around access (gym, elevators, Hana space, offices) 
Conduct monthly inventory of consumables, market, and pantry supplies
Take personal ownership to ensure clients and members have a world class hospitality experience
Identify and execute opportunities to connect members with each other
Provide in person follow up to work order tickets, based on type of issue and member relationship to ensure the highest level member experience
Ensure positive arrival experience for all members, prospective members and guests, while ensuring necessary levels of building security
Prepare incident reports for member complaints, accidents, thefts, property damage, trespass, contact with law enforcement and any other occurances
Partner with the General Manager to ensure coaching and development of key hospitality behaviors
Support quality control walk-throughs of unit to address immediate issues, pre-empt potential future issues and identify areas for improvement 
Support the preparation of move-in and move-out schedules to facilitate the process and minimize issues
Support the management and development of team members, including the Hospitality Associate and Porter

Supervisory Responsibilities:
May have supervisory responsibility of 1-2 other colleages on the team
Education and Experience:
Bachelor’s degree preferred
Min of 3 years experience in events, retail, restaurant or facililites management 
Experience managing others a plus
Additional requirements: 
In Unit work, no work from home opportunity
Schedule aligns to business demands will be on call 24x7
Communication Skills:
Excellent interpersonal and networking skills
Strong verbal and written communication skills
Financial Knowledge:
Financial literacy and business operations experience a plus
Other Skills:
Strong organizational skills with the ability to multitask projects from start to finish
Strong service orientation and attention to detail

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 www.yourhana.com.