Workplace Hospitality Manager

$72,000 - $74,000/Yr

Circles Agency - Mountain View, CA

Full-time - Mid Level

Mountain View, CA

Administrative and Support Services

About the position

Circles is seeking an experienced and passionate Workplace Hospitality Manager to lead the Workplace Concierge team in delivering world-class service at a leading technology firm. This role involves overseeing day-to-day activities, ensuring exceptional service delivery, managing vendor relationships, and maintaining high standards across multiple locations. The ideal candidate will have a strong background in luxury hospitality or customer service management, with a focus on creating a welcoming and efficient workplace experience for employees and visitors.

Responsibilities

• Lead, mentor, and oversee the Workplace Concierge team, ensuring consistent delivery of first-class hospitality services across multiple office locations.
• Manage staffing schedules, PTO coverage, recruitment, ensuring adequate staffing levels, and providing coverage to maintain seamless operations at all times.
• Conduct onboarding and training for new team members to ensure high standards of service are maintained.
• Provide ongoing performance management and feedback to team members, setting clear expectations and goals.
• Create and maintain Standard Operating Procedures (SOPs) for all workplace hospitality functions, ensuring adherence to site policies and procedures.
• Lead customer service and process training initiatives to continuously elevate service standards and efficiency.
• Act as the primary point of contact for all escalations related to workplace services, amenities, or customer issues.
• Ensure consistent and high-quality delivery of concierge services, including reception, vendor coordination, and workplace services like fitness classes, food programs, and auto maintenance.
• Collaborate with vendors to manage on-site amenities and third-party services, including food and beverage, laundry, dry cleaning, EV charging, and other personal services.
• Proactively work and liaise with the Operations Manager to oversee both onsite and virtual concierge requests.
• Ensure all processes and procedures are adhered to, and maintain systems to track and manage concierge requests, ensuring accurate documentation and reporting.
• Support the workflow of concierge, event, and project requests, ensuring timely and efficient completion of requests.
• Work closely with internal departments and clients to support special projects, VIP visits, and site tours.
• Oversee event coordination, including staffing, logistics, and support for wellness programs, community events, and other large-scale employee engagement activities.
• Provide hands-on assistance during peak times or special events to ensure smooth operations.
• Provide concierge and reception coverage as needed during PTO or time off for concierge staff.
• Proactively identify opportunities to improve workplace services and processes to enhance the employee and guest experience.
• Regularly liaise with clients and stakeholders to gather feedback on service performance and make recommendations for improvements.
• Manage vendor performance and ensure that services meet or exceed client expectations.
• Implement policies and procedures to maintain a safe and secure workplace environment.
• Maintain open and effective communication channels with the team, providing regular updates and addressing concerns.
• Prepare and present reports on key performance metrics to the Operations Manager, highlighting successes, challenges, and recommendations.

Requirements

• A minimum of 5 years of hospitality or customer service management experience, preferably in luxury hotels or a high-end corporate environment.
• Demonstrated experience in vendor management and operational efficiency.
• Proficiency in Microsoft Office Suite including Outlook, MS Word.
• Proficiency with general internet research.
• Experience with desk booking and workplace management systems is a plus.
• Flexibility to travel to San Francisco office weekly as needed.
• Ability to move through office regularly including escorting visitors, and providing building tours.
• Prolonged periods of sitting at a desk and working on a computer.
• Ability to lift and carry up to 15lbs.

Nice-to-haves

• Experience with desk booking and workplace management systems is a plus.

Benefits

• Health savings account
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Sabbatical
• Life insurance