DIRECTOR OF CONFERENCE & HOSPITALITY SERVICES

Job Summary

As the Director of Conference & Reception Services you will have 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 Director of Conference & Reception Services will be responsible for overseeing the engagement of all Clients, Guests, Vendors, and Associates entering Milbank. You will ensure that all policies and procedures are followed and that all hospitality departments operate at maximum efficiency. You will continuously elevate the program rather than maintaining. They will lead by example, displaying an energetic, friendly, and approachable demeanor always.

Essential Job Functions:

• Support, manage, and execute Senior Leadership-level events strategically while leading with professionalism and ownership.
• Develop and implement innovative programs that elevate engagement, optimize space utilization, and increase service impact.
• Partner with client operations team; collaborating and analyzing data, feedback, and trends to develop continuous improvement and holistic service delivery opportunities.
• Provides clients and site managers with regular updated data and reports regarding hospitality operations, events (including after-hour), levels of activity, operational concerns, etc.
• Continuously evaluate service models and recommend enhancements to elevate the user experience and operational effectiveness.
• Serve as a highly visible point of contact, ensuring expectations are understood, communicated, and exceeded.
• Partner with client operations team, cross-functionally to deliver cohesive solutions that enhance both the guest journey and employee productivity.
• Responsible for overseeing day-to-day reception services, meetings, and events.
• Provide a consistent high-level service in all areas to exceed guest satisfaction and KPIs are achieved:
  • Train and mentor staff to deliver Platinum Service in every guest interaction.
  • Adjust and make recommendations for processes 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 Rapport Team and consistently revisit guides, manuals and training procedures.
• Complete internal audits on guest service functions to ensure client specific standards are met.
• Complete all daily, weekly or monthly reports and present them in a monthly business review.
• Manage and formulate weekly schedules for team members, flexing labor and staffing levels when applicable.
• Develop, maintain and update Standard Operating Procedures for all job tasks and positions.
• Have a strong focus on strategy, introducing new hospitality concepts and operational efficiencies.
• 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.
• Creates personal development plans and conducts annual performance appraisals for the Hospitality Team.
• Creates, develops and updates Daily Fact Sheet for Concierge and Conference Team.
• Ensures that the Reception Desks, conference rooms, and lounge areas are consistently presentable and in working order.
• Provide input to the District Manager regarding associate performance, highlighting successes, and areas for improvement.
• Ability to work in multiple roles within the operations as this is a working management position.
• Enforces, maintains, and monitors the department’s Dress Code Policy.
• All other duties as assigned.

Responsibilities:

Teamwork and Communication

• Communicate effectively with peers and the management team, displaying accuracy and attention to detail both in verbal and written communication.
• Maintain a strong awareness of business activity and communicate all updates with your team members.
• Communicate effectively with team members and pass on necessary information to colleagues that may arise during the escorting process.
• Provide assistance according to business needs e.g. lunch cover, callouts, and general support.
• Facilitate the training of new associates and complete checklists accordingly.
• Take part in the cross-training program which covers all areas of the department, when available.

Working Environment

• Maintain a clear, presentable working area always and report all maintenance faults/hazards and cleaning requests to the appropriate personnel. Monitor progress to ensure issues are promptly rectified. Escalate as necessary.
• Deliver consistent, high-touch service and translate client needs into operational solutions that enhance satisfaction and retention.

Personal Presentation and Responsibilities

• Maintain a professional, polite and considerate manner always.
• Adhere to dress code standards as per the dress policy.
• Discuss any training needs or requests with your manager.

Preferred Qualifications:

• Bachelor’s degree and a minimum of 3-5 years’ experience.
• Previous experience as a Director of Conference Services preferred.
• Superior quantitative, oral and written communications and problem-solving/strategizing skills.
• Excellent overall computer skills with advanced knowledge of Excel and PowerPoint.
• Proactive mindset to anticipate and support changes in our business.
• Conformity to the highest standards of personal integrity and ethical behavior.
• Exceptional customer service abilities.