WORKPLACE HOSPITALITY SUPERVISOR

Job Summary

The Hospitality Services Supervisor is responsible for supporting a cross-functional team to be successful with their day-to-day operations. The individual in the role will partner with the Hospitality Director on overall direction within the workplace to achieve operations and financial goals, maintain strong client relationships, and ensure we continuously support our communities in our dynamic environment.

Core Functions 
•Serves as the main point of contact for all guests, employees, clients, and vendors
•Supports daily operations as needed. For example, may support catering needs and office events
•Manage and develops relationships with all the key business owners within the workplace and ensure operations are aligned with corporate guidelines.
•Develop a collaborative environment amongst associates 
•Previously taken leadership courses to support a leadership position
•Prepare daily, weekly, and monthly reports and review key metrics around all the workplace offerings & inventory logs.
•Is well-versed with all workplace related technology such as Places, Metrikus, CCure. 
•Ability to effectively communicate with the onsite maintenance team to ensure all requests have been successfully addressed. 
•Effectively solve space or amenities related issues to ensure an elevated user experience.
•Oversee the email distribution list and ensure all queries are responded to in a timely manner, escalate all service-related matters to the onsite client.
•Guide and coach all ambassadors to deliver memorable guest experience.
•Observe floor operations, user behaviors and suggest strategic changes to continue enhancing the experience on the floor.

Responsibilities
•Coordinate schedules to ensure all service areas are appropriately staffed
•Ensures payroll is successfully processed weekly
•Submits and reviews all invoices
•Addresses any HR concerns with associates in the presence of another Rapport Leader (via Teams if necessary) 
•Enforces HR guidelines as written in the Associate handbook 
•Assist with recruitment of hourly ambassadors 
•Proactive, timely and clear communication to team and leadership, especially alerting team of changes and needs to support
•Ensure all online tools and processes are updated and operating accurately; conduct quality assurance checks
•Assist with any workplace request including facilities tickets, shipments, maintenance contractors, and workplace needs
•Deliver and train white glove service to all; elevated attention to high level guests and meetings; influence and build skills in team members to maintain service standards
•Coordinate day ahead team reviews, and daily activities to ensure timely, accurate completion of task
•Subject matter expert on Property Management Tools with administrator responsibilities
•Escalation point for service delivery breakdowns, issues, customer feedback; resolve issues and ensure follow through, engage leadership when necessary
•Perform administrative tasks and provide guidance to team in completion
•Oversee workplace team members across multiple disciplines such as but not limited to meetings & events; welcome teams; facilities teams; conference set-up team
•Assist with the integration of new team members supporting recruitment, onboarding and training.
•Facilitate/support onsite executive teams and events
•Support desk when needed
•Manage the badge process for employees and visitors according to client standards 
•Other duties as required.

Long Description

Key Competencies
•Has the ability to think quickly, analytically, strategically, and accurately
•Shows expert client relationship, influence, presentation, listening, and communication skills (written and verbal)
•The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with clients and visitors.
•Advanced computer skills and knowledge of office technology / equipment including Microsoft Suite 
•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.
•A consistent professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
•Experience managing multi-department operations in a high-energy, high-volume customer service operation either in corporate or luxury hospitality. 
•Ability to use analytical skills for measuring business potential and value to the client 
•Has developed teams and delivered structured service excellence trainings to enhance experience.  
•Proven track record on leadership development, and business growth