HOSPITALITY SERVICES MANAGER

$90,000 - $110,000/Yr

Compass Group - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Merchant Wholesalers, Nondurable Goods

About the position

The Hospitality Services Manager at Flik Hospitality Group plays a pivotal role in leading a cross-functional team and managing the daily operations of the organization. This position is designed for an individual who is passionate about food and hospitality and is committed to providing exceptional service to clients and guests. The manager will be responsible for overall planning and direction within the workplace to achieve operational and financial goals, while also maintaining strong client relationships and supporting community initiatives in a dynamic environment. In this role, the manager will lead, manage, and inspire a diverse team across multiple locations, ensuring that elevated service standards are met consistently. The responsibilities include overseeing onsite operations related to reception, catering, and conference services, as well as managing all activities related to visitors, meetings, catering, and events. The manager will be tasked with making informed decisions that consider both short and long-term implications, ensuring that these decisions are communicated effectively to clients. The Hospitality Services Manager will also focus on team development, conducting training for new hires and ongoing training for current staff to maintain a high level of professionalism. This includes championing performance evaluations, succession planning, and fostering a collaborative environment among team members. The manager will be responsible for coordinating staffing schedules, maintaining time and attendance records, and ensuring that all team members are trained in emergency procedures. Additionally, the manager will handle various administrative tasks, such as managing the badge process for employees and visitors, ensuring cleanliness in office spaces, restocking supplies, and providing general travel support. The role requires effective communication with peers and vendors to ensure seamless customer support and operational excellence. Overall, the Hospitality Services Manager is a key player in ensuring that Flik Hospitality Group continues to deliver exceptional service and maintain strong client relationships.

Responsibilities

• Leads, manages and inspires a large diverse team across four locations to provide elevated service to clients and guests.
• Supports onsite operations focusing on reception, catering and conference services.
• Closely manages all activity related to visitors, meetings, catering and events.
• Ensures all decisions are weighed for risk/reward and short/long term implications and thoroughly communicated with the client.
• Drives and develops self and team towards building strong relationships with client(s) and achievement of KPIs (profitability, safety, engagement, etc.).
• Assists with the training of new hires, as well as the ongoing training of current staff, to ensure a consistent high level of professionalism among team members.
• Champions development, performance evaluations, succession planning, and has focused on building single- and multi-unit management skills; have full understanding of all roles within operation; supports the team with tools and systems.
• Assists with creating a collaborative environment amongst the team through events and personal introductions.
• Communicates effectively with peers, displaying accuracy and attention to detail both in verbal and written communications.
• Provides recommended new or updated policies and procedures pertaining to the various operations managed by Rapport in tandem with client approval.
• Coordinates weekly staffing schedule including provision for vacation and holiday coverage.
• Carries out time and attendance record-keeping for members of the Team.
• Ensures that the Team is trained in executing emergency procedures for which they are responsible, coordinating such training with the client.
• Ensures all team members adhere to client approved attire.
• Provides input with regards to associate performance, highlighting successes as well as areas for improvement.
• Assists in making space reservations using an online tool and escorting guests throughout the office.
• Speaks knowledgeably about the office, building, surrounding areas, transportation, local restaurants and other points of interest.
• Coordinates luggage drop-off and pick-up.
• Manages the badge process for employees and visitors according to client standards.
• Ensures the cleanliness of all office space to include open work areas, conference rooms, lobby, and kitchen.
• Restocks office, kitchen, and pantry supplies.
• Prepares and maintains conference rooms for executive and client meetings, aligning all furniture to ensure a welcoming look.
• Provides general travel support (arranging for transportation, providing directions, etc.).
• Coordinates and arranges basic office equipment repairs and maintenance.
• Carries out instructions for security, fire, health and safety guidelines.
• Provides first-line support for basic office technology.
• General administrative support.
• Interfaces with vendors (catering, AV, etc.) to provide seamless customer support.
• Conducts opening and closing walkthroughs when business requires.
• Performs other duties as assigned.

Requirements

• 5-7 years of experience managing multi department operations in a high energy, high volume customer service operation either in corporate or luxury hospitality.
• Ability to think quickly, analytically, strategically, and accurately.
• Expert client relationship, influencing, presentation, listening, and communication skills (written and verbal).
• 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.
• Ability to use analytical skills for measuring business potential and value to the client.
• Proven track record on leadership development, and business growth.

Nice-to-haves

• Experience in luxury hospitality environments.
• Knowledge of catering and event management best practices.
• Familiarity with emergency procedures and safety protocols.

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)