HOSPITALITY SERVICE MANAGER

$70,000 - $73,000/Yr

FLIK Hospitality Group - New York, NY

Full-time - Mid Level

New York, NY

Food Services and Drinking Places

About the position

The Hospitality Service Manager at Flik Hospitality Group is responsible for ensuring the highest standards of service and customer satisfaction within the hospitality environment. This role involves coordinating the work of the team, managing relationships with key business owners, and overseeing daily operations to optimize the use of space and resources. The manager will also lead a team, assist with HR functions, and ensure effective communication and problem-solving to enhance the guest experience.

Responsibilities

• Serve as the main point of contact for all guests, employees, and administrative staff.
• Manage and develop relationships with key business owners to align operations with corporate guidelines.
• Foster a collaborative environment among employees through events and personal introductions.
• Prepare daily, weekly, and monthly reports reviewing key metrics around workplace offerings and space management usage.
• Communicate effectively with the onsite operations team to ensure proper booking of working spaces.
• Resolve space or amenities-related issues to enhance user experience.
• Manage email distribution lists and respond to queries in a timely manner, escalating service-related matters as needed.
• Guide and coach Rapport ambassadors to deliver memorable guest experiences.
• Observe floor operations and suggest strategic changes to enhance the user experience.
• Lead a team and assist with HR functions, including payroll and associate development plans.
• Coordinate resources to ensure appropriate staffing in all service areas.
• Ensure timely communication to the team and leadership regarding changes and needs for front desk and floor services.
• Conduct quality assurance checks on space optimization practices and tools.
• Set up conference rooms in appropriate configurations for various meeting types.
• Assist with workplace requests, including facilities tickets and other needs.
• Deliver and train on white glove service delivery, focusing on high-level guests and meetings.
• Provide Tier 1 AV support for meeting needs.
• Coordinate daily team reviews and activities for timely task completion.
• Serve as a subject matter expert on CONDECO and other property management tools.
• Act as an escalation point for service delivery issues and customer feedback, ensuring resolution and follow-through.
• Perform administrative tasks and guide the team in their completion.
• Oversee the integration of new team members and facilitate offsite events as needed.

Requirements

• ServSafe certification is required.
• Previous experience managing a team and serving as a leader.
• Strong communication skills to effectively interact with guests and team members.
• Ability to prepare and analyze reports on key metrics.
• Experience with property management systems, specifically CONDECO.

Nice-to-haves

• Knowledge of catering set-up and service delivery standards.
• Experience in hospitality or customer service roles.

Benefits

• Commuter assistance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance
• Employee discount
• Life insurance
• Retirement plan
• Pet insurance