Workplace and Hospitality Service Manager (FT)
Full Time
New York, NY 10282
Posted
Job description
JOB TITLE: Workplace & Hospitality Service Manager
REPORTS DIRECTLY TO: Head of Operations
DEPARTMENT: Front of the House
DEPARTMENT HEAD: Lead – Hospitality Services
SUPERVISES: Guest Service Ambassador
SUMMARY:
Leader - is responsible for coordinating the work of themselves and the workgroup to deliver the highest standards in service and consistently maintaining customer satisfaction, ensuring the use of space is optimized, onsite meeting & event requests are fulfilled in a timely/efficient manner through delivering timely and clear communications/updates and partnering with Rockefeller Capital Management leadership on daily delivery and other initiatives.
REQUIREMENT:
- Managed a team of 3 individuals in a luxury hospitality/corporate environment.
- Experience in conference service/events planning is required.
- Held previous leadership positions in a customer facing environment.
- Ability to effectively communicate with the onsite operations team to ensure all working space is booked correctly.
- Manage the email distribution list and ensure all queries are responded in a timely manner, escalate all service related matters to the onsite client.
- Guide and coach all Rapport ambassadors to deliver Platinum level service.
- Worked with Space Management Tool.
RESPONSIBLITIES:
- Coordinate resources to ensure all service areas are appropriately staffed.
- Proactive, timely and clear communication to team and leadership, especially alerting team of changes and needs to support successful front desk and floor services functions.
- Ensure space optimization practices, tools and processes are updated and operating accurately; conduct quality assurance checks.
- Keep company directory up to date on a monthly basis.
- Deliver and train white glove service delivery to all; elevated attention to high level guests and meetings; influence and build skills in team members to maintain service standards.
- Coordinate day ahead team reviews, and daily activities to ensure timely, accurate completion of tasks.
- Heavy anticipation and proactive delivery of all services.
- Subject matter expert and EMS/Space Management Tool administrator responsibilities.
- Escalation point for service delivery breakdowns, issues, customer feedback; resolve issues and ensure follow through, engage leadership when necessary.
- Perform administrative tasks and provide guidance to team in completion.
- Oversee and assist with integration of new team members.
- Facilitate/support offsite events as appropriate.
- Prepare daily, weekly, and monthly reports and review key metrics.
- May serve as point of contact for external vendors/service providers.
- Catering set-up knowledge & ServSafe Certified preferred.
- Other duties as required.
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