GENERAL MANAGER

Job Summary

The General Manager will serve as the point of contact for the client as well as lead the US Rapport team at BNY Mellon.  The General Manager ensures that all policies and procedures are followed and that team members at all sites operate at maximum efficiency.  You will provide planning and direction within the portfolio to achieve operational and financial goals in a dynamic environment.  You will maintain strong client relationships and work to fulfill our mission to provide great hospitality experience to our customers.  This position resides in New York City with travel expected to MA, PA, FL and DC locations.  The expected travel amount is 30%.

Job Duties

• Management of U.S. operations including Reception, Reservations, Community Management, Conference Center Management, Event Coordination and Space Management platform support.
• Manage execution of any key objectives or client projects directed by BNY and Global Rapport Lead
• Partnering with multiple high-profile stakeholders, must possess the ability to take direction, prioritize, and deliver results.
• Working with the client to ensure that goals and expectations are fully understood and then communicating such expectations to the staff and incorporating them into all aspects of the Rapport operation.
• Maintaining close communication with the client to ensure that the Rapport staff is meeting and exceeding expectations on an ongoing basis.
• Manage, develop, and enhance processes that will elevate the guest/ client experience
• Provide a high profile, visual presence throughout all U.S. sites to build and retain strong relationships.
• Ensure service standards are maintained and KPI target audit scores achieved
• Manage performance of onsite team including training development plan and regular performance reviews
• Build and maintain relationships with contract clients, client’s site leadership, executive committee admins and high-level clients
• Oversee all aspects of projects to include new site launches, including equipment procurement, configuration accuracy, and alignment of standard operating procedures (SOPs) with company systems.
• Act as the primary liaison between vendor partners, ensuring smooth coordination and timely execution.
• Create, maintain and execute (when necessary) a business continuity plan to address a disruption in service.
• Complete all client reports such as the monthly and quarterly reviews and attend client meetings.
• Attention to details for conference centers, meetings, and events.
• Oversee the strategic booking of space within the system to ensure maximum utilization of the facilities. 
• Ensure Rapport policies and procedures are being followed.
• Ensure service standards are maintained with target audit scores being achieved.
• Aligning Rapport and the Client Values
• Champions development within the account; conducts performance evaluations, along with succession planning for the account; has full understanding of all roles within operation
• Owns the financial results for the account, and works with leadership to ensure accuracy for reporting, forecasting, and budgeting processes 
• Ensure consistent and fair administration of all policies and procedures

Job Skills:

• Bachelor's degree and minimum of three (3) years of management experience, preferably in conference center, hotel operations or, hospitality management
• Is well-versed in all aspects of conference center management with a proven track record of success
• Demonstrates excellence in leading a business and a team, strong customer service, and excellent business and financial acumen
• Demonstrates strong initiative, critical thinking, ownership, communications (listening, written, and verbal), multi-tasking, prioritization, and organization skills
• Champions the inclusion mindset, and is proactive, positive, professional, and resilient
• Excellent computer skills and proficiency with Microsoft Office suite and POS software 
• Demonstrates work experience with reservation software platforms
• Catering or other food service-related experience
• Communications, Event Planning or Hospitality background preferred.
• Highly proficiency with Microsoft Office product suite (i.e. Excel, Word, PowerPoint, Outlook)
• Experience working in technical/audiovisual environment.
• Ability to work independently, prioritize effectively and make decisions when faced with ambiguity.
• Ability to adapt quickly to change and maintain a flexible approach when providing customer support.
• Able to work a flexible schedule to include evening and weekend hours.