General Manager Candidate Information Pack
CONTENTS
Introduction Shard Quarter Key Facts Real Estate Management (UK) Limited (REM) Role Description Programme & Process
INTRODUCTION
Dear applicant, Thank you for taking the time to apply for the appointment of General Manager (GM) of Shard Quarter. Shard Quarter is a mixed-use development comprising The Shard, The News Building, residential development - Shard Place, The Retail Arcade and Shard Quarter Piazza.
The GM acts as the main interface of Shard Quarter and is a direct representative of the estate owners, managing agent, occupiers and local community whilst setting and implementing the expectation of five star customer service.
SHARD QUARTER
Shard Quarter is home to Western Europe’s tallest building - The Shard, News Corp’s UK Headquarters - The News Building, and residential development - Shard Place. The three buildings surround a public piazza located alongside London Bridge Station, the fourth busiest transport hub in the UK.
THE SHARD
The iconic Shard, at 310m high (1,016 ft), is Western Europe’s tallest building comprising world-class offices, award-winning restaurants, the five-star Shangri-La Hotel and the UK’s highest viewing gallery. Well-connected and comprehensively serviced by central London’s transport infrastructure, facilities and amenities, The Shard is a timeless reminder of the power of imagination to inspire change.
THE NEWS BUILDING
The News Building is the UK head office of News UK , a global media and information company, owning brands such as The Times, The Sunday Times, The Sun, The Wall Street Journal HarperCollins Publishers and New York Post. The News Building provides 430,000 sq ft of modern office space in a 17-storey building with one of London’s largest roof terraces offering outstanding views across the city.
SHARD PLACE
Shard Place, a 26-storey residential development located alongside The Shard and The News Building, marks the third phase of the 2.5 million sq ft regeneration of Shard Quarter. On completion in 2020, Shard Place will comprise 176 apartments and a private roof garden on the 16th floor. Inspired by the unique features in The Shard’s office space, naturally ventilated winter gardens will be included in many of the apartments.
KEY FACTS
THE SHARD
500 tonne Spire pre-assembled in Yorkshire
309.6m / 1,016ft high Western Europe’s tallest building (tallest in London by 75m)
38 miles of pipework
95 storeys high
200 miles of wiring
8 sloping glass facades the "shards" 1,307,383 sq. ft Floor space
8 football pitches The (area of the glass facade) 56,000 sq. metres (602,779 sq. ft)
12,700 tons of steel
600,000 sq. ft of Grade A office accommodation
36 49 lifts lift cars
Over 11,000 panes of glass
Home to 34 companies operating across ten business sectors including energy, retail, manufacturing, technology, finance, real estate, professional services, administrative, education and healthcare.
17-storey | 430,000 sq ft The News Building and its office space THE NEWS BUILDING 38,000 The Retail Arcade footfall on a week day THE RETAIL ARCADE
SHARD PLACE 13,000 sq ft public realm
176 apartments in Shard Place on completion in 2020
12,000 sq ft retail space int the development of Shard Place
REAL ESTATE MANAGEMENT (UK) LIMITED (REM)
Real Estate Management (UK) Limited (REM) provides property development and asset management services across London’s finest real estate. They currently manage an investment portfolio comprising 2.5 million sq ft of premium lettable space in multi-use assets, and a £400 million development pipeline. REM’s assets under management include Western Europe’s tallest building - The Shard, The News Building, The Retail Arcade and residential development project – Shard Place at Shard Quarter, Park House in North Mayfair and 48 Pall Mall in St James’s.
JOB DESCRIPTION
• Develop, manage, monitor and report on financial performance against service charge and non- recoverable budgets, optimising resources where practicable, and identifying opportunities to maximise the asset value. • Deliver a luxury customer experience to occupiers and guests, continually seeking to enhance service delivery throughout the individual’s journey. • Develop and implement best practice policies, guides, processes and initiatives for Shard Quarter and the Team, applying a plan for continual improvement, actively seeking to reduce risk wherever practicable, and reporting on results. • Deliver a strategic business model, designed to achieve the asset plan, which considers personnel structure, vision, values and culture. • Oversee the entire Team delegating tasks appropriately to implement a distinctive and first class service strategy that achieves the development asset plan. • Oversee the Technical Services Department to deliver an operational development, which fulfils the service charge’s hard services requirements in a safe and efficient manner, and in compliance with moral and legal regulations. • Oversee the Operations Department to deliver effective security, cleaning, window cleaning and front of house core services to Shard Quarter’s common areas on behalf of the Landlord and for the benefit of the development’s occupiers and guests. • Oversee the Occupier Relations department to ensure the requirements of occupier leases are fulfilled and effective relationships are forged with Shard Quarter occupiers to enhance customer experience and retain lettings.
Reporting to: Reports:
Head of Property Management Head of Technical Services, Operations Manager, Occupier Relations Manager, Business Administrator, Compliance Manager
Overview The General Manager (GM) is ultimately responsible for all strategic operations and day to day management of The Shard Quarter, ensuring a five star service is delivered to customers through the highly engaged and dedicated on site. The GM implements the business culture and management strategy, to ensure delivery of a prestigious property management service, akin with the luxury status of the development. The primary purpose of this role is to safeguard and further enhance Shard Quarter’s reputation and asset value. The role also includes “on call” duties for emergency escalation which is evenly distributed throughout the year. The GM role spearheads all departments within Shard Quarter Team and is responsible for their overarching management; Technical Services, Operations, Occupier Relations and Business Administration. Responsibilities • Overall responsibility for property and facilities management, and associated property related services, within Shard Quarter and it’s Team.
• Oversee the Business Administration department to pro- vide a framework of policies, procedures, guides, training materials and general administrative support to achieve the Team’s vision, values, objectives and culture. • Lead the service partner contract tendering processes, ensuring economies of scale are achieved where practicable and consistent, quality service is provided across the development. • Oversee major facilities projects, developing project plans and managing project budgets. • Drive the Operations and Technical Services departments to deliver CSR, energy and environmental initiatives. • Oversee the Head of Technical Service’s management of all fire and life safety systems.
• Collaborate with the REM Head of Security to implement robust incident response strategies across Shard Quarter. • Collaborate with the REM Health and Safety department to implement robust safety systems and procedures. • Develop and implement building continuity plans and risk management planning. • Implement management systems in accordance with ISO 9001 and 14001 as a minimum, expanding this where practicable to include other internationally recognised standards. • Adopt and communicate the brands visions and values in undertaking all duties, ensuring others follow your lead.
PERSONAL SPECIFICATION
Education, experience and skills • Educated to degree level preferably in property management related studies. • Have a minimum of 10 years management experience within a luxury property environment, including proven experience as a lead director. • Knowledge of tower properties and estate set up. • Excellent IT skills and general working knowledge of Microsoft Office. • Experience of managing service partners to meet Key Performance Indicators (KPIs). • Proven knowledge of building regulations, legislation compliance and best working practice. • Significant understanding of COSHH, health and safety and managing risk. • IOSH/ NEBOSH certified (or equivalent). • Qualified as a full member of the British Institute of Facilities Management. • Financial acumen to manage budgets and contract costs. • Practised in writing effective business reports and developing processes.
• Committed to outstanding customer service and professionalism. • A dynamic individual who presents a highly polished and professional image. • Meticulous organisational skills with the ability to set, prioritise and delegate tasks in a logical order. • A proven leader, adept in managing and motivating a team of varied individuals. • Excellent verbal and written communication skills with the ability to formulate spreadsheets, write logical and persuasive reports, create presentations, and build good rapport with clientele and associates. • A resilient individual capable of handling multiple work streams and proactively resolving high-stress situations. • Confident in presenting information and delivering training to colleagues and peers. • Strategic thinker with the ability to implement continual improvements to the department’s service delivery. • Willingness and flexibility to work weekends and evenings as required by a 24/7 technical services department.
APPLICATION PROCESS & TIMELINE
Application Closing Date 21st October 2018. 1st Round Interviews w/c 29th October 2018. 2nd Round Interviews – w/c 5th Novermber 2018. Panel Presentation – w/c 12th November 2018.
The Management Recruitment Group are exclusively mandated by Real Estate Management (UK) Limited (REM), the asset manager for Shard Quarter, with all third party applications being forwarded to MRG. Please contact The Management Recruitment Group to speak to one of our retained advisors – Stephanie Howe or Matthew Evans on 0203 962 9900 or stephanie.howe@mrgpeople.co.uk matthew.evans@mrgpeople.co.uk.
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