Hospitality Manager - BNY - Boston

Job Summary

Executive Summary 
The primary function of a Hospitality Services Manager (HSM is to provide the highest levels of client care and service to employees and visitors in order to maximize the in-office experience. The HSM is responsible for establishing and ensuring a consistently warm, welcoming and professional atmosphere in the office. The HSM will have a presence in public areas and will regularly inspect them to make sure that these areas are maintained up to standard. The HSM oversees the coordination and support for all events and meetings in addition to supporting the day-to-day operations of the office. The scope of activities is extensive and should be aimed at supporting the office users and enhancing the working environment. The Hospitality Services Manager oversees the Administrative Assistant/Receptionist. 
 

•    Act as an overall Hospitality Services resource to guests, visitors, and employees. 
•    Get to know the residents of the floor and maintains an open dialogue.
•    Manage and develop relationships with key business owners within the workplace and ensure operations are aligned with corporate guidelines. 
•    Ability to effectively communicate with the onsite leadership and vendor partners to ensure a 5-star workplace experience.
•    Update SOPs and other Conference Center documents when required. 
•    Ensure the complete and timely coordination of events while anticipating project needs and to prioritize work.
•    Walk through prior to scheduled meetings to confirm Audio/Visual equipment, catering and room setup is successfully attained prior to event.
•    Well versed in basic AV needs for meeting space and acts as first level of troubleshooting for AV needs during events and meetings hosted onsite. 
•    Communicating requests to the appropriate internal support departments including:
o    Liaison to IT team to ensure maintenance of AV services
o    Provide landlord with vendor COIs
o    Manage relationship with facility vendors (HVAC etc.)
o    Facilitate requests and planning for other BNY Mellon business lines to use Wellesley facility for client or internal events.
•    Oversee logistics and support communications for all Employee Engagement activities (e.g., employee appreciation events, holiday parties) and coordinate holiday display. 
•    To champion any available on-floor, Sustainability practices in order to reduce overall environmental footprint, including recycling programs.
•    Manage HR compliance posters.
•    Complete scheduling and payroll.
•    Providing tours of facility when needed for clients or visitors from other areas of BNYM.

Key Competencies
•    A passion for delivering the Platinum Service and Service Excellence Standard to provide transformational service in hospitality.  
•    A consistently professional approach, including a strong sense of self- respect and integrity, as well as respect for and interest in others.
•    The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment
•    Is empowered to make decisions, guide behavior and escalate issues appropriately.
•    College degree preferred.  Three years’ experience in a client service/reception capacity or Concierge within a hospitality or corporate environment.