HOSPITALITY SERVICES MANAGER

$90,000 - $110,000/Yr

FLIK Hospitality Group - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Food Services and Drinking Places

About the position

The Hospitality Services Manager at Flik Hospitality Group is a pivotal role responsible for leading a diverse team and managing the daily operations across multiple locations. This position requires a strong focus on planning and direction to meet operational and financial goals while maintaining robust client relationships. The manager will oversee various aspects of hospitality services, including reception, catering, and conference services, ensuring that all activities related to visitors, meetings, and events are executed seamlessly. The role emphasizes the importance of risk assessment in decision-making, ensuring that all implications are communicated effectively to clients. In addition to operational management, the Hospitality Services Manager is tasked with driving team development and performance evaluations, focusing on succession planning and enhancing management skills within the team. The manager will also play a crucial role in fostering a collaborative environment, facilitating training for new hires, and ensuring that all team members uphold high standards of professionalism. Effective communication is essential, as the manager will need to convey information accurately and maintain attention to detail in both verbal and written formats. The position also involves administrative responsibilities, such as coordinating staffing schedules, managing time and attendance records, and ensuring compliance with emergency procedures. The manager will be responsible for maintaining the cleanliness of office spaces, preparing conference rooms for meetings, and providing general travel support. This role is not just about managing operations; it’s about creating an engaging and supportive environment for both clients and team members, ensuring that the services provided are of the highest quality.

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.
• 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.
• Conducts opening and closing walkthroughs when business requires.

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 use analytical skills for measuring business potential and value to the client.
• Has developed teams and delivered structured service excellence trainings to enhance experience.
• Proven track record on leadership development, and business growth.
• Ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
• Expert client relationship, influencing, presentation, listening, and communication skills (written and verbal).
• Advanced computer skills and knowledge of office technology / equipment including Microsoft Suite.

Nice-to-haves

• Experience in succession planning.
• Knowledge of catering and event management.
• Familiarity with emergency procedures and safety guidelines.

Benefits

• Commuter assistance
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life Insurance/AD
• 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