Posted
03-Mar-2023

Service line
GWS Segment

Role type
Full-time




Areas of Interest
Customer Service, Facilities Management




Location(s)
Singapore - Singapore






Hi, we\xe2\x80\x99re Host!


We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen.


As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.


With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it\xe2\x80\x99s ever been.


JOB SUMMARY


The Experience Program Manager manages the development and implementation of Host\xe2\x80\x99s workplace experience programs to increase individual well-being, personal productivity, and organizational effectiveness.


Host uses people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and world-class customer service support.


In this role, you would design, innovate, validate, and manage implementation of experience programs with the goal of ensuring that programs align with both client needs and company objectives.


DUTIES & RESPONSIBILITIES


Manages development and implementation of Experience Service programs.


Programs include, but are not limited to: Wellness, Community Management, Employee Engagement, Amenity, Digital, Transportation and Commute, Food Services, Company Store, Mail & Document Services, Office Supply Management, Moves, Adds, Changes (MAC), Space Reset, Entrance Screening Protocol and Workplace Onboarding.


Leverages best practices to determine what materials are needed by leading gap analysis, research, and benchmarking. Creates resource guides and training materials to for program implementation.


Partners with technology partners to develop or customize tools as needed to support program objectives. Maintains accuracy and relevance of resources over time.


Designs and conducts research programs to better understand client needs. Develops performance indicators, rhythm of business, client specifications and methodology for performance management and continuous improvement.


Develops or advises in development of resources and materials needed to facilitate change management associated with workplace services programs.


Remains informed about developments within the Hospitality Experience industry, and networks with in-company subject matter experts to bring world class solutions.


Provides feedback to the Host Product platforms (Digital and People) to continue to evolve the services on offer.


Provides feedback to the Host Product platforms (Digital and People) to continue to evolve the services on offer.


Collaborates with company and client IT teams to assess of technology, training needs and implementation of program(s), training and tools for Experience Service teams and clients.


Establish the required data and analytics needed to develop, implement, and validate Experience Services programs.


Performs other duties as assigned.





QUALIFICATIONS


HS Diploma or GED required. Bachelor\'s degree (BA/BS) or other relevant vocational training preferred.


Minimum of 6 years of prior experience in a related field required.


Prior supervisory experience preferred.


Illustrated experience in planning and delivering programmed activities required.


Ability to comprehend, analyze, and interpret the most complex business documents.


Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches, and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.


Comfortable meeting and engaging with new people.


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


Utilize a high level of attention to detail as well as strong interpersonal skills.


Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.


Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.


Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company.


Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.


Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key.


Ability to work flexible work schedules based on office needs.


Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.


Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift up to 20 lbs. and occasionally lift/move up to 40 lbs.


SCOPE OF RESPONSIBILITY


Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause mid-term impact to co-workers, supervisor, department and/or line of business.


SAFETY


Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:

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