NATIONAL DIRECTOR OF CONFERENCE & HOSPITALITY OPERATIONS

Job Summary

The National  Director of Conference & Hospitality Operations 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 are operating at maximum efficiency.  You will lead the meeting and event planning team, reception services and workplace experience 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 a 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
• Oversee the daily operations of the above functions through direct interface and communication with the lead members of each team.
• Provide a high profile, visual presence throughout all U.S. sites to build and retain strong client relationships.
• Ensure service standards are maintained and KPI target audit scores achieved
• Ensure that appropriate standard operating procedures are in place for all functions and that these procedures are modified as changes occur or new responsibilities are assumed
• Manage performance of onsite team including training development plan and regular performance reviews
• Build and maintain relationships with Executive Committee Admins and High-Level Clients
• Foster strong interdepartmental relations
• 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
• Ensures consistent and fair administration of al policies and procedures
• Leads projects and initiatives directly related to Rapport lines of business

Human Resources:

• Managing all human resources functions related to Rapport associates, including the recruiting, hiring, initial training and ongoing professional development of staff members.
• The teaching and implementation of the Rapport service principles within the Conference Planning, Reservations and Reception functions.                                                                                                                                                                                                                 
• Carrying out and/or overseeing the implementation of necessary administrative duties such as scheduling, payroll, etc.

Budgeting/Billing:

• Develop and maintain the annual budget for each site.  Complete monthly financial reconciliations and report on variances to budget. Track scope changes and subsequent operational costs to those changes.
• Managing all financial aspects of the Conference Planning, Reservations and Reception functions, ensuring accurate and timely reporting.
• Continually monitoring payroll and other expenses, ensuring that they are in line with budget and with forecasted levels of business.
• Following established guidelines for obtaining proper approvals and providing accurate and timely explanations/documentation for any expenditure of company funds.

Business Continuity Planning

• Create, maintain and execute (when necessary) a plan to address a disruption in service.
• Review the plan with GS account managers yearly.

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.