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Workplace Experience Concierge – Cleveland, OH

CLIENT/ACCOUNT OVERVIEW

Two Institutions, One Ambitious Goal: Transform Global Health Care:

Case Western Reserve University and Cleveland Clinic are building the future of healthcare with the Health Education Campus of Case Western Reserve University and Cleveland Clinic. Set to open in May 2019, the Sheila and Eric Samson Pavilion will welcome dental, medical, nursing, and physician assistant students to a space expressly designed to advance inter-professional education and provide teaching dental services to the local community.

“For health care workers to work well together, they need to learn together. They need to take classes together, study together, eat and ‘hang out’ with each other.”

— Barbara R. Snyder, President, Case Western Reserve University

Starting with a 21,600-square-foot atrium that includes dining, the entire building actively encourages interaction. From shared lounge and study areas to classrooms planned around group work, the building provides faculty and students constant opportunities for informal interactions — as well as joint courses and other academic activities. The conference center, which features a 7,000-square-foot auditorium and 4,800-square-foot lecture hall, will further encourage collaboration and innovation.

The Health Education Campus of Case Western Reserve University and Cleveland Clinic was designed by world-famous architect Lord Norman Foster (Foster + Partners of England) and is 485,000 square foot building on an 11-acre site. His credits include some of the world’s most impressive and astonishing contemporary buildings and structures, including the bone-thin Millau Viaduct in France; the renovated Reichstag in Berlin, whose glassy dome has become a symbol of transparent government; and the HSBC Tower in Hong Kong, which displays its elegant, earthquake-resistant steel structure outside its glass skin.

Case Western Reserve University and Cleveland Clinic have entered into an agreement with CBRE and we are privileged and honored to be selected to manage this state-of-the-art two-building campus and to ensure the highest occupant experience for the students, faculty, and visitors from around the world. The buildings are designed with some of the most technologically advanced MEP/BAS systems to maximize efficiency and occupant comfort.

Case Western Reserve University/Cleveland Clinic Health Education Campus Video: https://youtu.be/KAHHLtKBdx8

TEAM OVERVIEW

The CBRE Team will be led by a Managing Director who will be responsible for overall client relationship, facilities operations, and the occupant experience. Reporting to the Managing Director will be the Chief Building Engineer Supervisor, the Campus Experience Manager, and the Administrative Assistant. The Chief Building Engineer Supervisor will be responsible for running and managing the facilities management team for both buildings and the Campus Experience Manager will be responsible for the occupant/visitor experience. The Administrative Assistant will support all three leaders as well as other account support activities.


JOB SUMMARY

This position is responsible for acting as the first point of engagement with employees, students, and visitors while setting a welcoming/positive tone, and executing campus experience services. The ideal candidate will have the ability to deliver services across all schools, adding value to the campus experience which may include but not be limited to: services, events, initiatives, and partnerships; supported by the Campus Experience Manager.

Goals & Objectives:

Execute on opportunities and strategies to continually improve the campus experience and our value proposition

Deliver services that drive a positive student and faculty community across all schools

Maintain an active and engaged community, facilitating the growth of each program and service

ESSENTIAL DUTIES AND RESPONSIBILITIES
Campus Experience Associate’s duties and responsibilities will include but not be limited to:

Displays a warm friendly, professional greeting to all those entering the property. Answers telephone in friendly, professional manner. Maintains accurate records of service requests and status.

Maintains records and logs of service requests and tracks their status.

Tracks Student and Program rosters, calendars, communication lists and more.

Responds promptly with accurate and thorough information according to the specific request.

Arranges and confirms recreational, dining, and/or business activities.

Maintains a file of services including transportation sources, accommodations, and referral contacts.

Serves as point-of-contact for the facilities team as representative of the Campus Experience Team.

Follows security and emergency procedures as defined for the property.

Responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures.

Execute activities that builds partnerships within the Schools and Student Organizations.

Work closely with Operations and Maintenance teams to ensure the highest level of User experience and satisfaction.

Execute on services that support the day-to-day user needs and build meaningful relationships.

Coordinate and run events and ongoing tailored services and programming.

Execute student ombudsperson programs

Encourage feedback

Work with third-party service providers, on-boarding process, including new employee orientation, training, equipment and software ordering.

Work with company and client IT teams to coordinate technology, training needs, and implementation of program(s).

Ensures safety standards are adhered to by all occupants and vendors that are on site.

Performs other duties as assigned.

Campus Services may include, but are not limited to:

  • Concierge
  • Reception / Switchboard
  • Room Management
  • A/V Support
  • Meeting & Event Management
  • Community Programs
  • Workplace Coaching & Onboarding
  • Food Services
  • Parking & Commute
  • Bicycle & Local Shuttle
  • Supported Employment
  • Company Store
  • Pet Programs
  • Document Services
  • Mail Services
  • Record Archiving
  • Office Supply Management
  • Moves, Adds, Changes
  • Furniture Management
  • Space Reset
  • Workplace Onboarding


SUPERVISORY RESPONSIBILITIES

No formal supervisory responsibilities in this position.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

HS Diploma or GED required. Bachelor’s degree or professional hospitality accreditations preferred. Prior Customer Service experience required. A minimum of 0-1 year Front Desk, Concierge, customer service or other hospitality experience is preferred.

CERTIFICATES and/or LICENSES
None

COMMUNICATION SKILLS

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.

FINANCIAL KNOWLEDGE

Ability to calculate simple figures such as percentages.

REASONING ABILITY

Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

OTHER SKILLS and ABILITIES

Intermediate skills with Microsoft Office Suite, handheld mobile technologies and applications; .

Good organizational skills. Ability to work flexible work schedules based on office needs. Physical ability to assist. Able to lift 30 lbs. Strong problem-solving skills. Highly adaptable and flexible. Strong knowledge of the surrounding area and all recreational, hospitality and business related information. Ability to work independently with little supervision.

SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

SAFETY

1. Complete at a satisfactory level all required and assigned HSE training
2. Follow all activity policies and procedures, including all HSE related requirements at all times
3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
4. Report any condition which you feel could result in an accident or injury and / or stop work if required

In addition:
1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment
2. Maintain and wear at all times required appropriate personal protective equipment (PPE)
3. Apply appropriate material handling techniques at all times,
4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so

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