Workplace Experience Lead

2 weeks ago

Johannesburg, South Africa Excellerate Full time

**Main purpose / objective of the position**:
The Workplace Experience Lead will be supported as an integral part of the CBRE Shapa soweto management team and will also interface with groups across the organization to ensure timely and seamless experience delivery.
Not your average front of house Experience Lead, the Workplace Experience Lead at Nike Shapa Soweto will manage end to end Experience at the Nike Community Sports facility with direct interaction with community members.
In this role, you will anticipate and meet needs to contribute towards every day being a personal best for the community members.

**RESPONSIBILITIES (Key deliverables of the role)**:
Leads seamless, delightful, and superior welcome, helpful during their sport visit and departure experience for all visitors.

Supports Experience delivery in the Johannesburg Office with our Experience colleagues; provides direction on employee management (e.g. recruitment of talent, performance management, etc.).

Implements Experience training to ensure a consistent delivery of Experience across all services for their team members.

Enhances, implements, and maintains Experience standards, check lists and playbooks.

Works with facilities team to anticipate and resolve obstacles in the workplace.

Manages an operating budget and makes recommendations on annual budgets; Ensure all billings for associated business services are invoiced and billed as required. Ensures that savings goals are met and adhere to approved budgets.

Implements and monitors standards of service to meet and exceed expectations and looks for opportunities to improve efficiencies across hospitality operations.

Financial ownership of the associated budgets and supports the Site Lead where required.

Conducts site tours, upon requests, to showcase the Nike facility and team added value.

Works across teams to proactively communicate and prepare for all events, to anticipate and address concerns, and to ensure events operate without incident in collaboration with local Nike teams.

Work with facilities team to anticipate and resolve obstacles in the workplace.

Implements and monitors standards of service to meet and exceed expectations and looks for opportunities to improve efficiencies across hospitality operations and expenditures.

Consistently creating new opportunities to bring delight into the facility and community members.

Familiar with all services within the facility and works with facilities management to facilitate hospitality approach across services.

Keeps a finger to the pulse of the community (including surrounding area).

Carry out site walk and workplace inspections to ensure the Site(s) is maintained to safe and welcoming standard.
**COMPETENCIES & EXPERIENCE REQUIRED**:

- A minimum of 5 years’ Experience in the Experience industry. Hotel management / community facilities experience desirable as well as facilities management.
- Be a community leader in promoting the values of Nike.
- Competent Health and Safety professional and ability to execute and train where required.
- Ability to manage direct reports and corresponding teams.
- Proven ability to guide and coach team members across different units.
- Recognized commitment to Guest Service and exceeding guest expectations.
- Demonstrated capacity to use curiosity to find opportunities to create amazing outcomes.
- Excellent leadership, written/verbal communication, and interpersonal skills.
- Self-motivation and organizational skills with the initiative and ability to complete projects in a timely manner and proven ability to work under pressure.
- An operational knowledge and proficiency in Microsoft Office suite (Word, Excel, PowerPoint) and other management systems.

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