Hospitality Lead

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, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

Responsibilities

As the Hospitality Lead with Hines, with Hines, you will support both The Square flexible office space member experience and the property management office in a dual-function role. Time is expected to be allocated approximately 50% to hospitality and flexible workplace operations and 50% to property management administration, with priorities coordinated by the respective operational leaders based on business needs. You will serve as a visible, service-oriented resource while maintaining accurate administrative, financial, vendor, and operational processes across both functions.

• Deliver hospitality and member support at The Square by building relationships, responding to requests and feedback, resolving service issues, and helping maintain a welcoming, community-oriented experience.
• Support daily operations of The Square, including member onboarding and move-in/move-out activities, conference room scheduling, tours, programming, communications, supply coordination, and readiness of shared spaces.
• Coordinate with Property Management, engineering, janitorial, security, and other service partners to address member, tenant, and building needs; track requests through completion and communicate status to stakeholders.
• Administer accounts receivable activities, including tracking tenant rent, utility, and building-service receivables; monitoring aging; maintaining payment records; and coordinating resolution of discrepancies with tenants and accounting.
• Process accounts payable activities by reviewing and coding invoices, obtaining required approvals, creating purchase order requests in Nexus, maintaining supporting documentation, and resolving vendor billing issues.
• Maintain vendor onboarding, compliance, and contract records, including ACH payment enrollment, certificates of insurance, service contracts, expiration and renewal tracking, approvals, executed documents, and audit-ready files.
• Coordinate facilities-related services and vendors, including janitorial, pest control, lamping, carpentry, maintenance, supplies, and other operational needs; assist with scheduling, access, documentation, and follow-up.
• Maintain accurate digital and physical records, including SharePoint uploads, tenant and vendor files, contact lists, correspondence, reports, charts, tables, office systems, phones, filing, and general office organization.
• Support billing, collections, reconciliations, bill-backs, catering, equipment, parking, postage, shipping, office supplies, programming expenses, and other services provided to members or tenants; identify opportunities to appropriately upsell services.
• Provide general administrative and customer service support to The Square and Property Management teams, including screening calls, assisting with line-of-business requests, coordinating meetings and conference room reservations, and completing other duties as assigned.

Qualifications

Minimum Requirements include:

• High School Diploma or GED from an accredited institution required; bachelor's degree from an accredited institution preferred or equivalent years of direct experience.

• Two or more years of administrative support, hospitality, customer service, property operations, or related professional office experience required.

• Experience with accounts payable, accounts receivable, invoice coding, vendor documentation, contract administration, or facilities coordination preferred.

• Excellent customer service and relationship-management skills, with the ability to communicate effectively with members, tenants, vendors, visitors, and employees at all levels.
• Strong attention to detail, organization, follow-through, and ability to manage competing priorities across two operational functions in a fast-paced environment.
• Ability to exercise sound judgment, maintain confidentiality, resolve difficult customer situations, and remain calm during urgent or emergency conditions.
• Advanced proficiency in Microsoft Office, including strong Excel skills; experience with Coupa, Nexus, SharePoint, or comparable systems preferred.
• Working knowledge of budget administration, invoice coding, purchase orders, vendor compliance, certificates of insurance, and document management preferred.
• Ability to identify service needs, recommend solutions, and appropriately offer or upsell available services.

Closing

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

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