Senior Manager, Workplace Hospitality & Concierge

$85,000 - $172,640/Yr

Circles Agency

Full-time - Senior

Administrative and Support Services

About the position

Circles is seeking a dynamic and visionary Senior Manager, Workplace Hospitality & Concierge to lead a world-class hospitality team at a prestigious global life sciences company in Plainsboro, New Jersey. This high-impact role involves driving excellence across all aspects of workplace hospitality, including employee and guest services, concierge and amenity offerings, event logistics, and mailroom and package management. The successful candidate will manage operations for three key locations, spearhead strategic hospitality initiatives, and ensure outstanding financial, operational, and customer service results.

Responsibilities

• Oversee performance and development of a team of 6+ remote employees, ensuring consistent delivery of world-class hospitality services across three office locations.
• Manage onsite staff (remotely and in-person) and ensure that all levels of performance meet Circles' expectations and values.
• Lead staffing schedules, PTO coverage, and recruitment to ensure optimal staffing levels for seamless operations across all locations.
• Provide leadership to the Workplace Hospitality team, fostering a culture of excellence, innovation, and continuous improvement.
• Continuously drive employee motivation, engagement, and morale, exceeding client expectations.
• Regularly travel to onsite locations for recruitment, training, and performance evaluations across existing and future client sites.
• Assist in the development and maintenance of the training content for each location, facilitating both new and refresher training sessions.
• Drive ongoing development through mentorship, customer service training, and regular performance feedback.
• Review daily work of onsite staff to ensure accuracy and consistency in service request documentation within the CRM tool.
• Provide hands-on assistance during peak times or special events to ensure smooth operations.
• Create effective development and action plans, providing consistent, balanced, and timely feedback on employee performance.
• Lead the onboarding and continuous training of new team members, ensuring high standards of service and operational efficiency.
• Maintain objective reporting metrics for the staff and ensure adherence to Standard Operating Procedures (SOPs).
• Spearhead strategic hospitality initiatives and manage key partnerships with clients, vendors, and internal teams.
• Manage onsite operations, ensuring direct cost budget adherence, customer and employee satisfaction, and quality and productivity goals are met.
• Proactively engage with clients and stakeholders to evaluate service performance and identify areas for improvement.
• Lead vendor management efforts to deliver premium onsite amenities and third-party services.
• Collaborate with the Account Director to identify opportunities for increasing Circles' value as a strategic partner to client locations.
• Ensure close collaboration with Operations, overseeing onsite requests across all locations while maintaining process adherence.
• Act as the primary point of contact for escalations, high-level client interactions, and stakeholder feedback.
• Represent Circles effectively and successfully at various onsite locations and functions.
• Ensure business continuity by managing financial performance, budgeting, and resource allocation.
• Lead efforts to streamline operations and maximize cost efficiencies without compromising service quality.
• Provide operational analysis and key metrics for onsite locations and programs, preparing and presenting reports on key performance indicators (KPIs) to senior leadership.
• Identify continuous improvement opportunities and innovations that enhance the employee and guest experience.
• Maintain and build the infrastructure required to support new business, ensuring scalability and adaptability as client needs evolve.
• Partner with Human Resources in hiring and development of Onsite Service Delivery staff.
• Proactively manage and improve processes, procedures, and initiatives to meet client needs.

Requirements

• A minimum of 7 years of hospitality or customer service management experience, preferably in luxury hotels, high-end corporate environments, or workplace hospitality.
• Ability to quickly learn and implement new software systems to streamline operations, track requests, and improve service outcomes.
• Demonstrated experience in managing vendors, negotiating contracts, and ensuring operational efficiency.
• Proficiency in Microsoft Office Suite (Outlook, MS Word, Excel, and PowerPoint) is essential.
• Experience with desk booking, workplace management systems, and CRM tools is a plus.
• Ability to analyze operational data to drive improvements and efficiency.
• Willingness to travel 15-20% of the time to other locations.

Nice-to-haves

• Experience in operational excellence, vendor management, and service innovation.
• Ability to quickly adapt to and implement new technologies that support workplace hospitality.

Benefits

• Medical, dental, vision insurance starting the first day of the month after hire
• Long-term and short-term disability insurance paid for by Circles
• 401k with match
• Life insurance paid for by Circles
• Unlimited PTO
• Paid holidays
• One paid day off per year to volunteer
• Access to discount programs
• Four-week paid sabbatical every five years
• HSA/FSA account eligibility
• Access to Employee Assistance Program
• Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities