GUEST SERVICES MANAGER - REDMOND, WA

Job Summary

The Facility & Guest Services Manager is responsible for the overall operations in the Conference Center, Learning Center and Mutli-Purpose Rooms.  It manages the relationships with all supporting facility vendors to ensure the Center is always ready for Microsoft’s customers. Additionally, this role oversees the Facility & Guest Services Teams and ensures all SLAs and deliverables are met. Project management, strategic planning & budget management are key elements to this role. The Facility & Guest Services Manager will partner with Compass and Microsoft stakeholders on strategy & day-to-day operations.

Essential Functions and Responsibilities:

• Manage the Facility & Guest Services teams, providing guidance & support while overseeing the day-to-day service levels.
• Coordinate multiple projects at once while prioritizing and executing tasks in a dynamic environment.
• Oversee facility operations, watching after maintenance teams, construction projects, updates & repairs.
• Coordinate with RE&S Service Providers & other facility vendors to establish efficient processes that ensure a consistent & seamless experience for guests (Tech, Catering, Furniture, Custodial, Maintenance, Security, etc.)
• Manage the Facility & Supplies Budget, including corporate credit card spending, track project costs, invoices, and capital expenses.
• Nurture long-term relationships among associates, clients, stakeholders & other internal teams fostering a strong team alliance and encouraging high team morale.
• Continually review & assess the effectiveness & efficiency of the policy's procedures while also identifying & implementing improvements.
• Follow health, safety & security procedures, addressing & reporting all incidents & hazards immediately.
• Additional duties as assigned.

Supervisory Responsibilities:

• Oversee the Facility & Guest Services teams ensuring all service-level agreements are met.
• Ensure that staffing plans are executed thoroughly & meet the business needs, including interviewing, hiring, transferring & termination, as well as payroll, scheduling & back-up plans.
• Perform all talent management functions for direct reports, including overseeing training plan, monitoring & managing performance, as well as establishing KPI’s & delivering performance appraisals.
• Ensure that the development & execution of each roles rhythm of business & responsibilities align with their KPI’s, & job descriptions accordingly.
• Oversee that inventory, metrics & reporting are tracked & calculated efficiently, ensuring that these can be used in business reviews to leadership.

Qualifications:

• Bachelor’s degree.
• Hospitality experience preferred.
• Extensive experience with Microsoft Office Suite and current on Microsoft Industry Trends.
• 1-2 years of experience in operations or project management.
• 5+ years of experience leading and developing teams.
• 7-10 years’ experience in Customer Service.
• Ability to think quickly & accurately, showing initiative & sound judgment.
• Able to quickly learn new tools/software.
• Outstanding verbal and written communication skills; able to successfully collaborate with a diverse set of personalities and work styles, as well as a wide variety of teams.
• Ability to interact with all levels of business clients.
• Strong interpersonal & customer service skills.
• Comfortable communicating with a global community, i.e. various cultures & languages.
• Must be process oriented yet flexible.
• Self-motivated & adaptable.  Independent, yet able to follow guidelines well.
• Organized & task driven.  Strong documentation skills.

Work Environment:

• Global \ World Class
• Executive Level Guests
• Business Professional
• High Discretion
• Limited Access
• Rapid Evolution and Change