Building Manager Candidate Information Pack
Contents
1. Introduction
2. REM
3. Commercial Portfolio
4. Job Description
5. Application Process and Timescales
INTRODUCTION
Thank you for taking the opportunity to consider applying for the role of Building Manager, (Park House and Pall Mall) at Real Estate Management (UK) Limited (REM). REM provides property development and asset management services across some of London’s finest real estate. Currently REM manages a £3.2bn investment portfolio comprising of 2.5 million sq ft of space in some of London’s most high-profile buildings, in addition to a £400m development pipeline. Specialising in premium commercial, residential, retail and leisure property in some of London’s most desirable locations, REM provides services across the full life-cycle of real estate investments, from acquisition, development and construction to leasing, marketing, and asset and property management. This integrated approach enables REM to provide a seamless service that ensures maximum overall return. REM require a Building Manager to join the team to ensure that the two buildings operate at the very highest standards, offering a service to customers that far exceeds industry expectations.
REM
PREMIUM real-estate portfolio of central London office, residential, retail and leisure assets
£3.2bn assets under management £400m development pipeline 2.5m sqft premium lettable space 250 years of combined experience across the management team
REM
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.
REM
THE SHARD
The Shard is the tallest building in Western Europe and a beacon for modern London. It is a 1,016ft high (310m) vertical city comprising retail, 26 floors of high-quality offices, 3 floors of world-renowned restaurants and bars, the five-star Shangri-La Hotel over 19 floors,13 floors of exclusive residential apartments and the UK’s highest viewing gallery offering 360 degree views across London’s impressive skyline. Well- connected and serviced by central London’ s transport infrastructure, The Shard offers world-class amenities which add to the allure of the building and attract businesses and visitors from across the world.
FACTS & FIGURES
w 309.6m / 1,016ft high – Western Europe’s tallest building w Over 32 acres of space, developed on 1 acre of land w 920,000 sq ft w Over 11,000 panes of glass w 36 lifts and 49 lift cars w 600,000 sq ft Grade A office space over 25 floors, home to 32 companies across 10 business sectors w Up to 4,000 restaurant customers per day w 202 guestrooms and suites at Shangri-La Hotel w The viewing gallery is the highest vantage point in London with views for up to 40 miles on a clear day
Above, from top THE VIEW FROM THE SHARD; THE SHARD RESIDENCE; THE SHANGRI-LA HOTEL; AQUA SHARD; THE SHARD’S LIGHT-FILLED OFFICES
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PARK HOUSE
Park House provides a new class of office, residential and retail space. Recognised for its distinct, curvilinear shape, its located in north Mayfair close to Hyde Park and opposite Selfridges . Park House’s ten double-height retail units benefit from a dramatic frontage and floor to ceiling windows that attract shoppers from a passing crowd of 200 million on Oxford Street. Each of its 39 luxury apartments is unique, with individually styled interiors and designer furnishings. Park House also provides the highest specification office space in W1, with generous floor plates and floor to ceiling windows providing views across Mayfair and the capital. Bordering prestigious Mayfair to the south, and with views over the iconic Selfridges & Co store to the north, its proximity to Bond Street Station's Crossrail line makes it a highly attractive building for international businesses.
From top PARK HOUSE OFFICE SPACE; APARTMENTS; LINKS OF LONDON STORE
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REM
SHARD PLACE
Shard Place is the third phase in the development of London Bridge Quarter. It comprises retail at the lower level and approximately 165,000 sq ft of residential space over 26 storeys. On completion in 2020, Shard Place will comprise 176 private residential apartments of varied configuration including studio and one, two and three bedroom apartments, together with an excellent range of resident’s amenities on levels 4, 16, 17 and 27. The project occupies two existing sites: the old Fielden House at 28 London Bridge Street and 21-27 St Thomas Street. Designed by The Shard and The News Building’s architect Renzo Piano, the project will complete the transformation of London Bridge Quarter. hard Place is the third phase in the development of Shard Quar er. It comprises retail at the lower level and approximately 165,000 sq ft of residential space over 26 storeys. The project occupies two existing sites: the old Fielden House at 28 London Bridge Street and 21-27 St Thomas Street. Designed by Renzo Piano Building Workshop, the project will complete the transformation of Shard Quarter. On completion in 2020, Shard Place will comprise 176 private residential apartments of varied configuration including studio and one, two and three bedroom apartments, together with an excellent range of resident’s amenities on levels 4, 16, 17 and 27. The project occupies two existing sites: the old Fielden House at 28 London Bridge Street and 21-27 St Thomas Street. Designed by the Renzo Piano Building Workshop the project will complete the transformation of Shard Quarter.
FACTS & FIGURES
w 176 studio, one, two and three bedroom apartments w 13,000 sq ft of public realm w 12,000 sq ft of retail space 165,000 sq ft • •
176 stu i , one, two and hree bedroom apartments Designed by Renzo Pi no Building
• • • • •
Workshop
13,000 sq ft of public realm 12,000 sq ft of retail space Estimated Completion: 2020
Above THE SHARD PLACE DEVELOPMENT
35
THE COMMERCIAL PORTFOLIO
REM’s assets under management include Western Europe’s tallest building - The Shard, The News Building and residential development project – Shard Place at Shard Quarter, Park House in North Mayfair and 48 Pall Mall in St James’s.
The prime Central London portfolio including high end retail, residential, leisure and office space. The target market for the portfolio is towards the top end of the market, offering a service to customers to match.
REM aims to offer standards of the highest level, including a range of services beyond those available in other premium developments. The appointed Building Manager will be responsible wholly for Park House and 48 Pall Mall.
The appointed will be responsible for a dedicated on site team and manage the relationship with the service providers.
JOB DESCRIPTION
Job Title: Building Manager Reporting to: Property Manager Department: Property Management
1. Role Overview
Reporting to the Property Manager, the Building Manager will manage Park House and Pall Mall and any other properties the REM Board shall allocate. The Building Manager will supervise all aspects of the day to day operation and maintenance of the property (including the immediate supervision of staff and suppliers) to ensure required standards are achieved and maintained.
The Building Manager will instigate regular liaison with occupiers to facilitate their use of the building and establish and maintain excellent working relationships with all relevant internal and external stakeholders.
The Building Manager will be responsible for the budgets within the buildings and will provide robust and efficient management information to support the optimum management and commercial performance of the building. The Main objectives of the role are as follows:
• Achieve first class levels of customer service and satisfaction to occupiers. • Provide professional and efficient management services at all times.
• Proactively assist the Asset Manager in value creation. • Adhere to prevailing REM Policies and Procedures. • Communicate effectively. • Produce and/or assist in the production of high quality reports and budgets in a timely manner. • Provide support to the line manager, management team and occupiers as required. • Keep the Property Manager updated on matters affecting the properties, ensuring a prompt response from team members and contractors
This role is office-based and therefore the normal hours of work required are from 9:00 am to 5:30 pm, each day of the week from Monday to Friday (inclusive) with one hour for lunch break.
2. Key Responsibilities
Tenant liaison & relationships
• Establish and develop excellent Landlord/Tenant relationships. Hold regular meetings both with Tenants as a group and on a one to one basis maintaining tenant satisfaction and delivering the highest level of service. • Liaise with Property and Asset Managers to assist in Landlord/Tenant commercial relationships. • Oversee (or co-ordinate handling of by Fit-out Manager/Building Surveyor) Tenant alterations and other works to ensure they are undertaken in accordance with the Licence for Alterations, attending pre-start meetings as required. • Be responsible for the delivery of optimum performance of Park House and Pall Mall (or any other properties as required). • Liaise with the Tenants and provide assistance on all relevant tenant and landlord related services, projects, fit-out requirements, service charge queries, arrears and other functions which may be necessary from time to time. • Liaise with the residential tenants with discretion as required. • Ensure Tenants and all parties concerned are informed of any necessary close down or testing of plant, fire systems or breakdown that will affect them in any way.
Commercial performance
• Take responsibility for the preparation of the annual service charge (and other) budgets and monitoring of the financial performance throughout the year, providing quarterly operating analysis as required. • Ensure compliance with the RICS Service Charge Code of Conduct. • Ensure that such works planned within budgets are covered by, and are implemented effectively and economically within programme dates, in a manner fully compliant with company procedures. • Record and schedule all energy/fuel costs and consumptions including humidity levels and daily indoor/ outdoor temperatures as required. Ensure the data is analysed on a regular basis and any necessary action taken to implement savings. • Provide robust and efficient management information to support the optimum commercial performance of the building. • Provide input for the Quarterly Asset Reports and report on compliance, policies, procedures and audits as required. • Set operational objectives for the building management teams and lead them to achieve these. • Ensure agreed services are provided in compliance with lease obligations, operational standards and quality assurance requirements. • Ensure all works are carried out efficiently and economically and that the required records are maintained. • Carry out daily quality checks of all common areas and areas managed by REM, being proactive in addressing all issues. • Responsibility for the procurement of services, in conjunction with REM Head of Facilities Management, to include defining the scope of service for all facilities management service contracts for Park House and Pall Mall, in accordance with REM Management procurement guidelines. • Put procedures in place to ensure that insurance requirements are met. • Take the role of Silver Command for the buildings in an incident on a rota basis. • Ensure all building and client service contracts are managed to include monthly KPI reviews in order to achieve high service levels. • Raising and approving purchase orders on the POM system. • Managing and auctioning requests from tenants from the Helpdesk system. • Providing Permits to Work as requested by contractors. • Overall responsibility for the operational back of house areas, including welfare facilities. • Ensure the rapid turnaround of the residential apartments between lettings. Operations & Procedures
Supplier & external relationships
• Establish and develop good relations and partnerships with various authorities and local agencies, notably the Local Authority, Police, Fire Brigade and public transport providers.
Health, Safety, Compliance & Monitoring • Ensure compliance with all statutory requirements and REM procedures and policies, including Fire Precautions, Health and safety, COSHH and environmental matters liaising with appointed consultants as necessary. • Work closely with REM’s Head of Health & Safety Manager to ensure compliance with all statutory require- ments and REM policies and procedures. • Attend Quarterly Health and Safety meetings. • Responsible for keeping Quooda Health and Safety system and Fire Log Book up to date.
The above list is not exhaustive. The post holder will be expected to perform different tasks as the overall business objectives change.
3. Knowledge, Experience and Skills Required:
Knowledge
• Ideally degree or higher qualification in Facilities Management or other relevant qualification for the role. RICS/BIFM or similar professional qualification also required. • Demonstrable awareness of the RICS Service Charge Code. • Intermediate level capability, as a minimum, with Microsoft Office products especially Outlook, Word & Excel. • Knowledge and use of Property Management databases and systems, e.g. Bluebox, Tramps.
Experience
• Demonstrable experience is required in:- o Property and/or Facilities Management; o Management of multi let commercial and mixed use properties; o Managing complex property budgets; o Operating within robust procurement processes and complying with corporate procurement governance. o Supervising contractors to deliver on-time, on cost and on-quality works programmes. • Comprehensive knowledge and understanding of health, safety, compliance and monitoring requirements as these apply to complex, high quality mixed-use properties. • Desirable – experience in the operation and management of high end residential properties
Skills
• Excellent written and verbal communication skills. • Demonstrable high levels of customer service. • Able to run meetings and communicate and present effectively in front of large groups. • Able to understand the bigger property and asset management picture, and operate pragmatically on a daily basis to meet the strategic agenda.
• Well organised, able to work on own initiative with minimum of supervision. • Manages upwards well; is efficient and robust at informing and reporting. • Operates with the highest levels of professional and personal integrity. • Is a good time manager; plans ahead; is adept at meeting deadlines.
4.
Person Specification:
• Committed to outstanding customer service and professionalism, exercising discretion where required. • Presents a highly polished and professional image • Meticulous organisational skills • Experienced natural team leader, who will take ownership of the buildings and the larger building team. • Excellent verbal and written communications skills, building rapport with clientele and associates. • Capable of prioritising and pro-actively resolving high-stress situations. • Confidence in dealing with high net worth individuals in a professional manner. • Dedicated in leading projects and implementing initiatives, encouraging others as required. • Willingness and flexibility to work weekends and evenings as required.
5.
Key Relationships/Stakeholders:
Internal: - All REM management staff and board members.
External: - All Tenants and Contactors.
This role is office-based and therefore the normal hours of work required are from 9:00 am to 5:30 pm, each day of the week from Monday to Friday (inclusive) with one hour for lunch break.
APPLICATION PROCESS
Interview Dates
1st stage interviews will take place on Friday 22nd February 2019. 2nd stage interviews will take place during the week commencing 25th February 2019.
The Management Recruitment Group is managing this search in partnership with Real Estate Management (UK) Limited.
To apply or for any further information please contact Stephanie Howe at The Management Recruitment Group.
stephanie.howe@mrgpeople.co.uk
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07932 717 431
Closing date for applications is Wednesday 13th February 2019.
52-54 Gracechuch Street London EC3V 0EH Tel 020 3962 9900 www.mrgpeople.co.uk
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