The General Manager is the Hana brand ambassador for the property. The person in 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 General Manager also leads the service culture for the property, creating an environment where colleagues as well as members and guests are treated with care, belonging, empathy and respect.
The General Manager oversees all aspects of the business including leading and managing performance in operations, hospitality and sales. We require a strong business leader who can both run our local Hana property, but also create successful and sustainable relationships to build and grow our Hana footprint, and drive the success of all operational support for the greater local market. As the General Manager is responsible for the full P&L including revenue, the General Manager will be very involved in the sales process. They will be responsible for developing and maintaining relationships with internal Hana colleague, CBRE partners and brokers, as well as external stakeholders across the company and in the greater local market.
Serve as the primary contact for the property; may be responsible for multiple units
Responsible for management, onboarding, training & development of employees
Responsible for driving and supporting the Hana culture within the unit and across span of control
Responsible for overall performance management of the unit to include operations, key performance indicators (KPIs), people, member experience / NPS, vendors, brokers
Ensure timely communication to members, addresses member complaints in a timely, professional and brand consistent manner.
Own overall P&L responsibility for the property including forecasting, revenue generation, expense management, and member retention and loyalty; responsible for managing budgets and contributing to the pro forma as well as monthly and annual forecasting
Responsible for managing the Agents and Brokers representing the unit or units within the span of control. Assists in training of Agents and Brokers on Hana brand, products and processes
Manage the sales process to include business development, sales, & contract renewals of unit. Ensures the unit team is trained and fluent on all Hana products, the Hana brand and executes high quality tours of various types.
Partner with Sales teams in selling to various regional, national and global clients following designated internal sales processes and handoffs
Set schedules and labor deployment to meet the demands of member needs or other business demands
Ensure alignment of unit execution to Standard Operating procedures or identified best practices for unit level. Identifies gaps in standards and works to close them with leadership.
Assist in sales channel planning decisions including resourcing and spend on digital marketing, local marketing execution, broker, and internal sales
Ensures Hana processes and standards for excellent and efficient execution of member Move In/Move Out, smooth onboarding process, orientation and tasking for members
Ensures all aspects of Day 2 work are executed to specification and meet member needs. Partners with Sales, Construction, internal Hana teams and third-party providers to resolve issues in a timely and professional manner
Responsible for managing inventory for Team, Meet and Share products within unit and following corporate pricing parameters seeking approvals when needed
Enhances the Member Experience by excellent planning and execution of Hana service standards and creates a strong service culture among the team in the property, ensuring that our colleagues, as well as our members and guests are treated with care and respect
Ensures the unit team is technically trained and assists members with Zoom, A/V set up and other on-site technology challenges
Manage Hana Safety program in conjunction with building
Present unit performance in various company settings including weekly, monthly, quarterly and annual meetings, calls, or events.
Be the voice of the unit internally and partner with key functions such as real estate, finance, Digital & Technology, HR, development, sales, marketing, and brand communications
Understand local regulatory status and work with legal on government relations
Partner with Hana Sourcing group to manage vendor and partner relationships
Work with base building security and Hana security to address member access, questions and issues related to access (gym, elevators, Hana space, offices)
Determine and assign daily/weekly/monthly routines for unit staff and ensures a high level of execution of routines. Partners with Assistant General Manager and other unit staff to conduct routines and address issues. Surfaces gaps to leadership and partners to be address.
Model and ensure team alignment with the Hana mission, values and behaviors.
Provides formal supervision to individual employees within multiple functional and operational areas
Recommends staff recruitment, selection, promotion, advancement, corrective action and termination
Plans and monitors appropriate staffing levels and utilization of labor, including overtime
Prepares and delivers performance appraisal for multiple staff
Mentors and coaches team members to further develop competencies
Leads by example and models' behaviors that are consistent with the company's values
Education and Experience:
Bachelor's degree preferred
7-10 years' experience in events, retail, restaurant or facilities management
Possess strong written and verbal communication and presentation skills with the ability to communicate clearly and effectively to upper management and internal departments as well as clients, members and guests
Able to seamlessly build trust across organizations by being a good listener and soliciting input and feedback
Relationship builder who is comfortable working within a matrix environment with a variety of people and functions - engineering, analytics, customer service, design, operations, executives, functional stakeholders, parent company leaders and other
Excellent interpersonal and communication skills
Inventive thinking and flexibility
Ability to multi-task and handle pressure in a fast-paced environment
High level of personal credibility, customer relationship, networking and interpersonal skills
Demonstrated ability to prioritize and manage critical situations
Proactive and reliable; driven to accomplish team goals
Strong team leadership skills
Attention to detail
Demonstrate a persistent approach
Ability to work collaboratively across functions, work independently, and take initiative when appropriate
In Unit work, no work from home opportunity
Schedule aligns to business demands; will be on call 24x7
Some travel required
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
Take an innovative, entrepreneurial approach to any issues that may arise
Flexible and able to think outside the box
Able to foresee the impact of decisions in advance
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 2019 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 .
Internal Number: 20022464
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.