HOSPITALITY SERVICES MANAGER

$88,000 - $98,000/Yr

Compass Group - New York, NY

Full-time - Mid Level

New York, NY

Merchant Wholesalers, Nondurable Goods

About the position

The Hospitality Services Manager at Flik Hospitality Group is responsible for leading a cross-functional team and managing day-to-day operations to achieve operational and financial goals. This role emphasizes maintaining strong client relationships and supporting community engagement in a dynamic environment.

Responsibilities

• Leads, manages and inspires a diverse team to provide elevated service to clients and guests.
• Supports onsite operations focusing on lobby, 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 in 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 pantries.
• Restocks office 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.

Requirements

• Experience managing multi-department operations in a high energy, high volume customer service operation either in corporate or luxury hospitality.
• Advanced computer skills and knowledge of office technology/equipment including Microsoft Suite.
• 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.
• 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.

Nice-to-haves

• Proven track record on leadership development and business growth.
• 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.

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)