RECEPTION SERVICES MANAGER

Job Summary

Working as a Reception Services Manager will allow you the opportunity to work with GREAT people like yourself!  You will be surrounded by people who are passionate about what they do and share in our belief in the quality value of delivering superior hospitality to our premier client. The Reception Services Manager will be responsible for overseeing the engagement of all Clients, Guests, Vendors, and Associates entering the client’s site and will lead by example, always displaying an energetic, friendly, and approachable demeanor. 

Responsibilities
•Responsible for overseeing day-to-day operations and suggest strategic changes to continue enhancing the concierge team experience.
•Provide a consistent high-level service in all areas to ensure guest satisfaction KPIs are achieved:
train and mentor staff to deliver Platinum Service in every guest interaction.
provide recommendations for policies or procedures when areas are not meeting standards.
ensure staff are engaged and involved in individual and team building programs.
•Conduct daily point meetings that include a service and recognition component.
•Develop and/or adapt training materials to best support the success of the Reception Team and consistently revisit guides, manuals and training procedures.
•Work closely with the events team, facilities and reception services team to plan and successfully execute visitor processing and events/meetings within the firm.
•Support reception function by being stationed at one of the desks and performing the reception tasks required for that location.
•Complete internal audits on guest service functions to ensure client specific standards are met.
•Complete all daily, weekly or monthly reports and submits on a timely basis.
•Coordinate weekly staffing schedules and updates for members of the reception services team, including vacation and holiday coverage, as well as managing time and attendance for the team.  Provides coverage for receptions services team for vacation, sick days and breaks.
•Maintains and updates Standard Operating Procedures on client network.
•Able to build consensus and influence team members to achieve goals and objectives.
•Exhibits superb organizational skills and can manage multiple tasks or projects simultaneously.
•Enforces, maintains, and monitors the department’s Dress Code Policy.
•Creates personal development plans and conducts annual performance appraisals for Hospitality Team.
•Provides clients and staff with regular updated data and reports regarding Reception operations, levels of activity, performance successes and areas for improvement.
•Ensures that the Reception Desks, conference rooms, and lounge areas are consistently presentable and in working order.
•Provide input regarding associate performance, highlighting successes, and areas for improvement.
•Ability to work in multiple roles within the operations as this role needs to step in as member of reception services team if/when needed.
•Frequent standing and walking in the building lobby throughout shift.
•Frequent lifting and carrying up to 30 lbs. 
•All other duties as assigned

Long Description

Key Competencies
•Bachelor’s Degree with at least three years of experience in a client service/reception capacity or Concierge within a hospitality or corporate environment. 
•Excellent organizational skills, with the ability to work under pressure and prioritize tasks and juggle many tasks simultaneously. 
•Self-confidence, willingness to learn and feeling comfortable with change and coordinating change
•Excellent oral and written communication skills. 
•Strong computer skills and knowledge of Office technology and equipment. 
•Ability to work calmly and effectively in stressful situations. 
•Exceptional client service skills to exceed expectations 
•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