HOSPITALITY SERVICE MANAGER

$70,000 - $73,000/Yr

Compass Group - New York, NY

Full-time - Mid Level

New York, NY

Merchant Wholesalers, Nondurable Goods

About the position

The Hospitality Service Manager at Flik Hospitality Group is responsible for ensuring the highest standards of service and customer satisfaction. This role involves coordinating the work of the team, managing relationships with key business owners, and overseeing the daily operations of the workplace. The manager will also assist in optimizing the space and fulfilling onsite meeting and event requests efficiently.

Responsibilities

• Serve as the main point of contact for all guests, employees, and administrative staff.
• Manage and develop relationships with key business owners to ensure operations align 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, guest registration, 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 the email distribution list 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 user behaviors, suggesting strategic changes to enhance the experience.
• Lead a team and assist with HR functions, payroll, and associate development plans.
• Coordinate resources to ensure appropriate staffing in all service areas.
• Provide proactive communication to the team and leadership regarding changes and needs for successful service functions.
• Ensure space optimization practices and tools are updated and operating accurately; conduct quality assurance checks.
• 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 team reviews and daily 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.
• Serve as a point of contact for external vendors/service providers.

Requirements

• Previous experience managing a team and serving as a leader.
• Strong communication skills to effectively interact with guests and team members.
• Experience with property management systems, specifically CONDECO.
• Ability to prepare and analyze reports on workplace metrics and guest experiences.
• Proven problem-solving skills to address space or amenities-related issues.

Nice-to-haves

• Catering set-up knowledge.
• ServSafe Certification.

Benefits

• Medical
• Dental
• Vision
• Life Insurance/AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)