HOSPITALITY SERVICES MANAGER

Job Summary

The Hospitality Services Manager is responsible for leading a cross-functional team and managing the day-to-day operations. The individual in the role will provide overall planning and direction within the workplace to achieve operations and financial goals, maintain strong client relationships, and ensure we continuously support our communities in our dynamic environment.

Job responsibilities 
•Leads, manages and inspires a diverse team to provide elevated service to clients and guests. 
•Support onsite operations focusing on lobby, reception, catering and conference services.
•Closely manages all activity related to visitors, meetings, catering and events 
•Ensures all decisions are weighed for risk/reward and short/long term implications and thoroughly communicated with the client
•Drives and develops self and team towards building strong relationships with client(s) and achievement of KPIs (profitability, safety, engagement, etc.)
•Assists with the training of new hires, as well as the ongoing training of current staff, to ensure a consistent high level of professionalism among team members 
•Champions development, performance evaluations, succession planning, and has focused on building single- and multi-unit management skills; have full understanding of all roles within operation; supports the team with tools and systems
•Provides input with regards to associate performance, highlighting successes as well as areas for improvement 
•Assist with creating a collaborative environment amongst the team through events and personal introductions.
•Communicate effectively with peers, displaying accuracy and attention to detail both in verbal and written communications.
•Provides recommended new or updated policies and procedures pertaining to the various operations managed by 
Rapport in tandem with client approval 
•Coordinates weekly staffing schedule including provision for vacation and holiday coverage 
•Ensures all team members adhere to client approved attire 
•Assist in making space reservations using an online tool and escorting guests throughout the office 
•Speak knowledgeably about the office, building, surrounding areas, transportation, local restaurants and other points of interest 
•Coordinate luggage drop-off and pick-up 
•Manage the badge process for employees and visitors according to client standards 
•Ensure the cleanliness of all office space to include open work areas, conference rooms, lobby, and pantries 
•Restock office, and pantry supplies 
•Prepare and maintains conference rooms for executive and client meetings, align all furniture to ensure a welcoming look.  
•Provide general travel support (arranging for transportation, providing directions, etc.) 
•Coordinate and arrange basic office equipment repairs and maintenance 
•Carry out instructions for security, fire, health and safety guidelines 
•Provide first-line support for basic office technology 
•Interface with vendors (catering, AV, etc.) to provide seamless customer support 
•Conduct opening and closing walkthroughs when business requires 
•Availability to work early mornings, late evenings and weekends.
•General administrative support 
•Other duties as assigned 

Long Description

Key Competencies
•Has the ability to think quickly, analytically, strategically, and accurately
•Shows expert client relationship, influencing, presentation, listening, and communication skills (written and verbal)
•The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with clients and visitors.
•Advanced computer skills and knowledge of office technology / equipment including Microsoft 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 consistent professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
•Experience managing multi department operations in a high energy, high volume customer service operation either in corporate or luxury hospitality. 
•Ability to use analytical skills for measuring business potential and value to the client 
•Has developed teams and delivered structured service excellence trainings to enhance experience.  
•Proven track record on leadership development, and business growth