LOBBY MANAGER

Job Summary

The Lobby Manager is a senior leader responsible for the overall execution of all phases of Reception Services including the Guest Services Agents (GSAs) and Arrival Ambassadors located in the Lobby of the New York/New Jersey offices of the firm. This role will provide guidance and support to the lobby along with supplementary support between conference centers to ensure effective coverage. This position will oversee the Lobby Supervisor in addition to the Lobby Onboarding & Training Lead. They will manage and aid in the scheduling of all Lobby GSAs and Arrival Ambassadors based on daily shifts, PTO and call outs and implement appropriate new hire training/ongoing training of current reception staff members alongside the leads they manage.   

RESPONSIBLITIES:
•Oversight of planning, organizing, directing and evaluating the activities of the lobby reception teams in New York / New Jersey offices
•Constantly identify areas for maintaining and increasing client and guest satisfaction around hospitality delivery by working directly with Client’s Hospitality team to drive new initiatives forward, transparently communicate service let downs and ensure all contract KPI’s are being met to the highest standard
•Ensure that Lobby GSA and Arrival Ambassadors staffing coverage is kept in line with daily demands and requirements including break and meal period coverage
•Be fully familiar with all duties and requirements of GSAs and ambassadors including use of two visitor management systems and one event management system
•Responsible for ensuring assigned opening or closing coverage is in place and enacted based upon business need. Expected to make staffing changes in schedule due to call-out, vacation, sickness, etc.
•Capacity to personally fill in reception desk locations for short-term periods as necessary to ensure necessary coverage 
•Conduct performance appraisals, coaching and counseling, etc. for direct reports in Reception Services. 
•Implementation of all aspects surrounding the Rapport Elements to Great Service, policies, objectives and goals 
•To interact professionally and efficiently with all other Vendor Partners in order to best maintain and deliver seamless service excellence to our clients and their guests. 
•To have a thorough knowledge of local attractions, transportation and services for client recommendations
•To assure that all reception requests are handled in an efficient, warm and courteous manner
•To maintain an accurate and current record of associate payroll and attendance 
•Creates and Manages weekly schedule of all GSAs and Ambassadors. Flex Labor and staffing levels when applicable.
•Responsible for achieving the goals and objectives developed for the Reception Services Team
•Reads and complies with all policies and procedures of Rapport and Client as appropriate 
•Formulate a progression plan in order to identify skills required by team members to meet and exceed established standards and procedures 
•Maintain all current and up to date Standard Operating Procedures (SOP’s).
•Enforces, Maintains, and Monitors Career Wear Dress Policy
•Performs annual personal development plans and annual appraisals
•Responsible for partnering with Director of HR & Ops in staffing activities for frontline employees, professional staff and management.  These activities include sourcing, screening, and interviewing candidates, as well as maintaining a candidate pipeline. 
•Responsible for effective onboarding/orientation and associate file management including state and federal logs.
•Other duties as assigned by the AGM and RDM

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.
•A mindset to take ownership and responsibility within and outside one’s job domain.  Competencies must include self-confidence, willingness to learn, and feeling comfortable with change and coordinating change.
•Excellent oral and written communication skills. 
•Basic computer skills and knowledge of office technology/equipment.
•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.
•Minimum of five (5) years of Hospitality Management experience. 
•Minimum of five (5) years’ experience in implementing customer service policies 
•Strong supervisory, leadership, management, training and coaching and mentoring skills.
•Ability to communicate effectively at various levels to include senior management, client, customer and associate levels.
•Successful track record of assessing training needs, developing training programs, and implementation of training programs to ensure client expectations are met