GUEST EXPERIENCE LEAD - REDMOND, WA

The Guest Experience Lead is responsible for overseeing the operational aspects of a facility, ensuring effective resource management, maintaining service standards, and building strong relationships with internal and external stakeholders. This role involves managing the Guest Experience and Furniture & Logistics teams, coordinating operations, overseeing the facility budget, maintenance, and related projects. The Guest Experience Lead's primary goal is to ensure smooth daily operations while maintaining a safe and welcoming environment for clients and guests.

Essential Functions and Responsibilities:

• Operational Liaison: Serve as the primary point of contact for all facility matters, acting as a liaison between the Compass team, Microsoft clients, and stakeholders.
• Facility Operations Oversight: Manage all aspects of facility operations, including maintenance, construction, updates, and repairs, ensuring optimal performance and functionality.
• Project Coordination: Lead and manage multiple facility projects simultaneously, prioritizing tasks, and ensuring timely execution in a fast-paced environment.
• Vendor Coordination: Work closely with RE&F service providers and various vendors (technology, catering, janitorial, maintenance, and security services) to streamline processes and maintain seamless experience for guests.
• Budget Management: Oversee and manage the facility budget, including corporate credit card expenditures, creating purchase orders (POs), tracking project costs, handling invoices, and managing capital expenses.
• Relationship Building: Build and foster long-term relationships with associates, clients, stakeholders, and internal teams to promote collaboration, team morale, and a positive work environment.
• Process Improvement: Continuously review and assess the effectiveness of policies and procedures, identifying and implementing improvements to increase efficiency and service quality.
• Second Level Response to Guest Escalations: Serve as the secondary point of contact for escalated customer issues, taking ownership of unresolved concerns.
• Health, Safety & Security: Ensure strict compliance with all health, safety, and security protocols. Address and report any incidents or hazards promptly to maintain a safe environment.
• Miscellaneous Responsibilities: Manage additional tasks as needed to support team operations, meet business objectives, and uphold service standards, including ad-hoc projects and duties driven by changing business needs.

Supervisory Responsibilities:

• Lead the Guest Experience and Furniture & Logistics teams, providing guidance, support, and oversight of their day-to-day service levels and performance. Ensure that all service level agreements (SLAs) are met and the team operates efficiently, delivering exceptional service and meeting operational goals.
• Manage all aspects of talent management, including goal setting, performance monitoring, training oversight, evaluations, and addressing performance deficiencies for continuous improvement.
• Foster long-term relationships with associates and clients, promoting a collaborative, trusting, and successful team dynamic.
• Oversee staffing responsibilities, including hiring, onboarding, transfers, and terminations. Manage employee relations within a unionized environment, ensuring compliance with collective bargaining agreements and addressing labor-related issues.
• Manage payroll, scheduling, and attendance, ensuring compliance with operational requirements and accuracy.

• Bachelor's degree.
• Hospitality experience preferred.
• Extensive experience with Microsoft products and knowledge of current industry trends. Highly proficient in MS Office (Outlook, Word, Excel, PowerPoint).
• Ability to quickly learn new tools/software and adapt to changing technology.
• 1-2 years of project management or operations experience, including planning, coordinating, and executing multiple projects simultaneously, ensuring deadlines and budgetary constraints are met while maintaining high-quality standards.
• 5+ years of managerial experience focusing on team management, coaching, talent retention, and individual development.
• 5+ years of experience in hospitality or high-level customer service environment, demonstrating expertise in client interaction and service delivery.
• Interpersonal and Customer Service Skills: Ability to effectively interact with clients at all levels of the business.
• Communication Skills: Outstanding verbal and written communication skills, capable of collaborating with diverse teams and stakeholders.
• Organizational and Multitasking Skills: Ability to prioritize and execute tasks in a dynamic, fast-paced environment.
• Self-Starter: Independent, determined, and able to manage competing priorities and tasks simultaneously.
• Cross-Functional Project Management: Proven experience driving successful projects across multiple teams.
• Strategic Thinking and Problem-Solving: Ability to think strategically and resolve complex business challenges.

Work Environment:

• Global \ World Class
• Executive Level Guests
• Business Professional
• High Discretion
• Limited Access
• Rapid Evolution and Change