RESIDENT GENERAL MANAGER

Job Summary

As the Resident General Manager of Workplace Services, you'll be a key lead in creating a welcoming and seamless workplace experience for employees and clients. You'll work closely with onsite and cross functional teams to oversee daily operations, manage a team of hospitality professionals, to enhance daily workplace experiences.

Key Responsibilities

Leadership & Team Management

•Lead, train, and coach the on-site team, including the Site Lead, Guest Experience Ambassadors and Hospitality Ambassadors, to deliver exceptional service.

•Coordinate resources and staffing to ensure all service areas are covered and communicate changes and needs to the team and leadership in a proactive and timely manner.

•Foster a collaborative environment among team members and proactively solve space or amenity-related issues to elevate the workplace experience.

Operational Excellence

•Provide high-level internal and external customer support, offering a warm welcome and seamless service to all visitors and employees .

•Utilize space management tools like EMS or ServiceNow to optimize space utilization and resolve conflicts.

•Manage office operations and maintenance, including scheduling preventative maintenance and general repairs, entering and following up on work orders with the facilities team, and ensuring the cleanliness of all office spaces.

•Serve as a point of contact for external vendors and service providers and collaborate with building management, hard services teams, IT, and other departments to resolve issues and streamline operations.

•Demonstrate a hands-on approach by assisting with floor operations as needed, observing user behaviors, and suggesting strategic changes to improve the overall experience.

•Operational Standardization: Work closely with the experienced team to ensure all Rapport standards are met and aligned with SYNC standards at Rapport.

Catering & Event Coordination

•Collaborate with the on-site team to design and coordinate catering services, meeting setups, and special requests for meetings and events.

•Plan and execute small and large events designed to enhance workplace productivity and build a collaborative environment.

•Manage catering setups and breakdowns, with knowledge of food handling practices. SERV Safe Certification is a plus.

Communication & Administration

•Maintain a strong awareness of business activity and communicate all updates to the team.

•Manage the email distribution list ensure all queries are responded to in a timely manner.

•Communicate effectively with peers and other departments, displaying accuracy and attention to detail in all verbal and written communications as needed.

•Manage daily administrative duties and provide guidance to the team on completion.

•Track key metrics around space and amenity utilization and utilize data to effectively solve issues.

Working Environment

•Full-time position; may require occasional evening or weekend work to support events or urgent operational needs.

•Supporting and overseeing NYC and NY Metro offices which offer amenities such as Conference Centers, C-Suite, Workplace Neighborhoods etc.

Qualifications

•Bachelor’s degree in hospitality, Business Administration, Facilities Management, or a related field.

•5+ Years of progressive experience in workplace operations, hospitality, or corporate services, with at least 3 years in a leadership role. Proven track record of managing front-of-house operations, guest services, space management, catering and event logistics.

•Strong problem-solving skills with a focus on process development and data-driven decision-making.

•Excellent interpersonal and communication skills, with the ability to speak knowledgeably about the office, building, and surrounding areas.

•Experience with event planning and logistics, including catering setup and execution.

•Familiarity with space management tools (e.g., EMS or ServiceNow).

•Culinary, menu planning, and food service knowledge is a plus.