HOSPITALITY SERVICES MANAGER

Job Summary

The Hospitality Service Manager is committed to overseeing the coordination of work for themselves and their team to deliver exceptional service standards while ensuring consistent client satisfaction. This role focuses on optimizing the workspace and efficiently fulfilling onsite meeting and event requests while delivering timely and clear communications and updates and partnering with office operations.

Key Responsibilities:

• Act as the main contact for guests, employees, and administrative teams at various locations in the region.
• Build and maintain relationships with key business owners within the workplace to align operations with corporate guidelines.
• Prepare daily, weekly, and monthly reports, analyzing key metrics related to workplace offerings, guest registration, and space management usage.
• Communicate effectively with the onsite operations team to ensure accurate workspace bookings.
• Resolve space or amenities-related issues to enhance and ensure an elevated user experience.
• Guide and coach Rapport ambassadors to deliver memorable guest experiences.
• Experience working with CONDECO and other property management systems.
• Observe floor operations and user behaviors, suggesting strategic improvements to enhance the overall experience.
• Lead a team and assist with all HR functions, including payroll support and associate development plans.
• Coordinate resources to ensure appropriate staffing across all service areas within the space.
• Maintain proactive, timely, and clear communication with the team and leadership.
• Ensure space optimization practices, tools, and processes are current and operating accurately; conduct quality assurance checks.
• Set up conference rooms in various configurations (e.g., theater, classroom, boardroom) as requested.
• Assist with workplace requests, including facilities tickets and other needs.
• Deliver and train on white glove service standards, particularly for high-level guests and meetings; mentor team members to uphold service excellence.
• Provide Tier 1 AV support for meeting needs; experience with Microsoft teams is a plus.
• Coordinate team reviews and daily activities to ensure timely and accurate task completion.
• Act as an escalation point for service delivery issues, customer feedback, and ensure resolution and follow-through, engaging leadership as necessary.
• Oversee and assist in the integration/onboarding of new team members.
• Facilitate and support offsite events as appropriate.
• May serve as the point of contact for external vendors and service providers.
• Catering set-up knowledge and SERV Safe certification preferred.
  

Preferred Qualifications:

• A genuine sense of hospitality, with a commitment to delivering a memorable experience in all aspects of the role.
• The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
• Excellent listening and oral communication skills.
• Experience with Microsoft Teams/Suite
• Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details.
• Discreet, ethical, and committed to maintaining a high degree of confidentiality.
• A consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
• Two to three years’ experience in a client service / position within a hospitality or corporate environment as a team lead.