Overview

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies for 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

As the Workplace Experience Specialist with Hines, you will act in a supporting role for a client's operations, take ownership of certain elements of the facilities operations scope of work, run projects, and provide response and coordination of resolution for specific requests. Responsibilities include, but are not limited to:

• Handle day-to-day operations and serve as the first point of contact for client service requests and facility-related issues.
• Maintain a personal daily to-do list to assist in tracking all pending items.
• Gather weekly highlights and review with the Soft Services Manager.
• Deliver exceptional service quality as reflected in client feedback.
• Assist with the development and distribution of occupant-facing communication and guides.
• Oversee space tours, including developing tour plans, providing tours, and training tour guides for onboarding.
• Manage relationships with key internal and external vendor partners (Engineering, Vendors, Contractors, etc.).
• Obtain and file vendor insurance certificates, maintain client and vendor contact lists, emergency contact lists, and other pertinent records and files.
• Conduct vendor walkthroughs to proactively assess repair or service needs.
• Monitor all periodic services (e.g., cleaning, security, access system, break room program, kitchen/appliance maintenance, and office supplies).
• Complete assigned site inspections in accordance with SLAs and KPIs to maintain the functionality and aesthetics integrity of occupied spaces across the portfolio.
• Monitor and manage contracts and compliance.
• Collaborate with internal and/or external sourcing professionals to source local services and goods through third-party suppliers, maximizing utilization of preferred vendors and spending with Minority/Women-owned Business Enterprises.
• Organize leadership requests and see them through.
• Communicate regularly with employees regarding status updates and service requests, ensuring all requests are handled promptly, professionally, and tailored to the individual.
• Ensure all work is recorded in the applicable system of records.
• Assist with business continuity and emergency preparedness planning.
• Conduct market research and compare costs and benefits when evaluating new vendors for presentation to the client management team.
• Assist the Soft Service Manager in developing and overseeing the detailed, zero-based annual operating budget.
• Assist the Soft Service Manager in drafting monthly/quarterly variance reporting in a timely manner.
• Assist with billing, invoicing, and other client charges in compliance with facility service agreements.
• Review and issue all proposals before sending to Coupa for obtaining purchase orders.
• Report trends and issues requiring programmatic reviews.

Qualifications

Minimum Requirements include:

• Bachelor’s degree from an accredited institution preferred or equivalent years of direct experience required.

• Must be able to work independently, multi-task and to prioritize work requests.

• Two or more years of commercial high-rise, campus environment, and/or property facility management experience required.

• Experience with leasing, construction, engineering and all facets of property operations and facilities management is preferred.

• Experience with critical system environments is desired.

• Excellent interpersonal, and analytical skills required.

• Excellent written and oral communications skills.

• Strong computer and systems knowledge.

• Positive attitude, flexibility with work assignments and excellent customer service disposition required.

• Understanding of general accounting and financing is a plus. Experience and working knowledge of account payables, receivables, budgets, and expenditure control is also desired.

• Compensation: $66,400 - $83,100

Closing

Hines is a global real estate investment, development and property manager. The firm was founded by Gerald D. Hines in 1957 and now operates in 28 countries. We manage a $92.3B¹ portfolio of high-performing assets across residential, logistics, retail, office and mixed-use strategies. Our local teams serve 634 properties totaling over 225 million square feet globally. We are committed to a net zero carbon target by 2040 without buying offsets. To learn more about Hines, visit www.hines.com and follow @Hines on social media. ¹Includes both the global Hines organization as well as RIA AUM as of June 30, 2022.

We are an equal opportunity employer and support workforce diversity. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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