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Job Summary

The Director of Hospitality Operations is responsible for leading a cross-functional team and managing the day-to-day operations of the CSuite. The individual in the role will provide overall planning and direction within the CSuite to achieve operations and financial goals, maintain strong client relationships, and ensure we continuously support our communities in our dynamic environment.

RESPONSIBLITIES:
Leads manages and inspires a diverse team to provide elevated service to clients and guests.
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 consistently high level of professionalism among staff members
Closely manages all activity within the C-Suite related to visitors, meetings, catering and events
Manages local account to ensure decisions are weighed for risk/reward and short/long term implications
Support onsite operations focusing on reception, catering and conference services.
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
Assist with creating a collaborative environment amongst team through events and personal introductions.
Communicate effectively with peers, displaying accuracy and attention to detail both in verbal and written communications.
Manage financial reporting for the account.
Provides recommended new or updated policies and procedures pertaining to the various operations managed by Rapport in tandem with Workplace Lead approval
Coordinates weekly staffing schedules and updates for members of the Team, 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 Workplace Lead
Ensures all team members adhere to client approved attire
Provides regular updated data and reports regarding operations, levels of activity, etc. to clients as agreed upon and requested
Provides input with regards to associate performance, highlighting successes as well as areas for improvement
Covers vacations, sick time and breaks
Provide high-level internal and external customer support

Job Summary Continued

Greet client employees and visitors, welcome visitors with a smile and maintaining eye contact through the entire interaction.
Assist in making space reservations using an online tool and escorting guests throughout the office
Speak knowledgeably about the office, building, surrounding areas, transportation, local restaurants and other points of interest
Coordinate luggage drop-off and pick-up
Manage the access badge process for employees and visitors according to client standards
Ensure the cleanliness of all office space to include open work areas, conference rooms, lobby, and kitchen
Restock office, kitchen, and pantry supplies
Prepare and maintains conference rooms for executive and client meetings, align all furniture to ensure a welcoming look.
Provide general travel support (arranging for transportation, providing directions, etc.)
Coordinate and arrange basic office equipment repairs and maintenance
Carry out instructions for security, fire, health and safety guidelines
Provide first-line support for basic office technology
General administrative support
Interface with vendors (catering, AV, etc.) to provide seamless customer support
Respond to inquiries and anticipates customer needs
Communicate effectively with peers, displaying accuracy and attention to detail both in verbal and written communications.
Maintain a strong awareness of business activity and communicate all updates with your team members.
Communicate and interact effectively with all other departments.
Conduct opening and closing walkthroughs when business requires
Other duties as assigned

KEY COMPETENCIES:
Has the ability to think quickly, analytically, strategically, and accurately
Shows expert client relationship, influencing, presentation, listening, and communications (written and verbal) skills
Champions the inclusion mindset, and is proactive, positive, professional, flexible, and resilient
Demonstrates initiative, ownership, multitasking, prioritization, and organization skills
The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with clients and visitors.
Advanced computer skills and knowledge of office technology / equipment including Microsoft Suite
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 consistently professional approach, with a mindset to take ownership and responsibility within and outside one’s job domain.
Managed a multi department operations
5-7 Years of management experience in a high energy, high volume customer service operation 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
The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
Basic computer skills and knowledge of office technology / equipment.