Workplace Hospitality Manager

$74,000 - $149,760/Yr

Find_Circles - Mountain View, CA

Full-time - Mid Level

Mountain View, CA

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 daily activities, ensuring exceptional service delivery, managing vendor relationships, and maintaining a high-standard workplace experience for employees and visitors. The ideal candidate will have a strong background in luxury hospitality or customer service management and will play a key role in shaping a welcoming and efficient workplace environment.

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

• 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.
• Generous PTO policy - Accrue up to 15 days during your first year.
• 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.