HOSPITALITY MANAGER - Pipeline / New Business - W

Job Summary

The primary responsibility of the Hospitality Services Manager is to deliver an exceptional standard of client care while fostering a seamless, service-oriented experience for employees and visitors alike. This role requires a poised, polished individual who operates with discretion and professionalism, particularly given the high-profile nature of the clientele and the visibility of the location. The ideal candidate brings a strong background in conference services and event planning, complemented by a working knowledge of food service operations. While not expected to be a culinary expert, this individual should be confident in independently managing catering logistics and execution for events when needed, ensuring a consistent and elevated hospitality experience. The Hospitality Services Manager oversees the Administrative Assistant/Receptionist, and Pantry Attendant.

Key Responsibilities:

• Maintains strict discretion and professionalism when serving high-level clientele
• Demonstrates strong discernment, polish, and emotional intelligence in all guest interactions
• Possesses in-depth knowledge of food service operations, with a focus on catering for events
• Supports or steps in for the Catering Manager as needed, ensuring seamless service delivery
• Well-versed in conference services, event planning, and catering operations
• Act as an overall Hospitality Services resource to guests, visitors, and employees.
• Get to know the residents of the floor and maintains an open dialogue.
• Manage and develop relationships with key business owners within the workplace and ensure operations are aligned with corporate guidelines.
• Ability to effectively communicate with the onsite leadership and vendor partners to ensure a 5-star workplace experience.
• Update SOPs and other Conference Center documents when required.
• Ensure the complete and timely coordination of events while anticipating project needs and to prioritize work.
• Walk through prior to scheduled meetings to confirm Audio/Visual equipment, catering and room setup is successfully attained prior to event.
• Well versed in basic AV needs for meeting space and acts as first level of troubleshooting for AV needs during events and meetings hosted onsite.
• Communicating requests to the appropriate internal support departments including:
• Liaison to IT team to ensure maintenance of AV services
• Communicating with landlord on facility issues
• Provide landlord with vendor COIs
• Manage relationship with facility vendors (HVAC etc.)
• Facilitate requests and planning for other BNY Mellon business lines to use Wellesley facility for client or internal events.
• Oversee logistics and support communications for all Employee Engagement activities (e.g., employee appreciation events, holiday parties) and coordinate holiday display.
• To champion any available on-floor, Sustainability practices in order to reduce overall environmental footprint, including recycling programs.
• Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
• Follow all safety procedures to ensure a safe working environment.
• Manage HR compliance posters.
• Complete scheduling and payroll.
• Providing tours of facility when needed for clients or visitors from other areas of BNYM.
• Back up reception coverage.

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.
• The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
• Excellent listening and oral communication skills.
• Basic computer skills and knowledge of office technology / equipment.
• Self-confidence, willingness to learn, and feeling comfortable with change and coordinating change.
• Is open and receptive to feedback, shares and actions.
• To be an advocate for innovation, constantly looking for new ways to improve quality, services and amenities offered to guests.
• Is empowered to make decisions, guide behavior and escalate issues appropriately.
• Excellent oral and written communication skills.
• 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.
• College degree preferred.  Three years’ experience in a client service/reception capacity or Concierge within a hospitality or corporate environment.