Senior Amenities Lead

4 weeks ago

Bloomington, Illinois, United States Freddie Mac Full time

At Freddie Mac, you will do important work to build a better housing finance system and you'll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

Employees, contingent workers and visitors are no longer required to show proof of vaccination to be on-site. Effective January 2023, Freddie Mac's hybrid work arrangement is 3 days in the office (specifically Tuesday, Wednesday & Thursday).

Position Overview:

Are you interested in joining a diverse team responsible for the delivery of meaningful baseline services to individual customers and critical business units? This Senior Amenities role is a platform for an experienced hospitality professional to develop and refine client liaison skills, build and strengthen relationships, manage a range of hospitality services while improving standards and enhancing the programs. The role is responsible for measuring business performance, driving program innovations and improving customer experience. The services within this role includes, but not limited, to coffee shops, cafeterias, pantry operations, catering, event conference set-up and vending. Apply now and learn why there's #MoreAtFreddieMac

Our Impact:
  • The Business Services team provides a range of Services and Amenities to the Freddie Mac staff.
  • We support business needs, as well as provide amenities to support and improve work/life.
  • We continually drive and enhance positive customer experiences.
Your Impact:

Oversight of Day-to-Day Operations

  • Management of day-to-day food service activities in a fast-paced environment.
  • Serve as customer contact on service-related issues; track and ensure timely resolution.
  • Develop and implement plans that drive customer satisfaction.
  • Maintain a high level of visibility throughout all aspects of the managed outsourced services
  • Provides resolutions to an extensive range of challenges.
  • Develop and maintain a network of key relationships with customers and business areas.
  • Continuously evaluate programs to minimize risk while protecting company's assets & reputation.
  • Effectively uses internal and external resources to ensure that contract performance and other projects are successfully completed in a timely manner.
  • Develop solutions that are innovative, thorough, and practicable.
  • Hold contractors to standards for high quality services and products.
  • Monitor, document and report on all aspects of food service operations including quality controls, customer service programs, service performance standards, safety and sanitation guidelines, and equipment repair/replacement.
  • Facilitate vendor invoice review and approval process.
  • Assist in the coordination, tracking and on-boarding of contractor staff

Initiative Management

  • Manage and maintain KPI and metrics reporting and performance monitoring for food services - tracking performance, understanding performance and creating action items to continually improve performance to drive customer experience; follow-up.
  • Represent the team as the principal customer contact on contracts and performs project leadership roles.
  • Manage applicable website content and design in alignment with corporate communication and brand standards.
  • Collaborate with the leaders of the outsourced services to ensure assigned projects are timely and on budget
  • Support Outsourced Services Manager in all areas, renovations, construction projects.
  • Support Business Services in other initiatives as needed.
  • Proactively work with vendors on positive solutions to problems, improve programs and provide customers with a great experience.
  • Take an active and maintaining role in marketing and communication projects: website content, vendor signage management, inclement weather adjustments.
  • Serve as primary liaison between customers and contract service providers.
Qualifications:
  • A minimum of 7 years of experience running a large, multi-faceted food service operation for a food service contractor or oversight from the client side, in a fast paced, deadline driven environment.
  • Bachelor's Degree.
  • Excellent communication [both orally and written], interpersonal and client service skills.
  • Experience driving vendor-partners to deliver quality and hospitality in a cost-conscious manner.
  • Consistent track record in general management, including team leadership, partner engagement, financials.
  • Experience in operations and vendor/contract management.
  • Detail oriented, computer savvy, high level of customer service driving high level experience.
  • Proficiency in managing, and oversight of, day to day operations with an eye towards service, marketing strategy, communications, food quality, standards, sanitation – in cafeterias, coffee shops, catering, event set-up.
  • Solid understanding of food service systems and equipment, culinary operations.
Keys to Success in this Role:
  • Strong, professional, interpersonal and written communication skills.
  • Works under limited direction, independently determines and develops approach to solutions
  • Ability to work with multiple levels within an organization and cross functional.
  • Detail oriented, drive and determination to deliver first class services in a fast-paced, highly expectant environment.
  • Ability to juggle multiple and, at times, competing initiatives, managing them to completion.
  • Vendor management skills, particularly managing service contracts and developing winning partnerships.
  • Positive outlook with a solution driven approach.

Current Freddie Mac employees please apply through the internal career site.

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you'll do important work for the housing finance system and make a difference in the lives of others.

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by applicable law. We will ensure that individuals with differing abilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Notice to External Search Firms: Freddie Mac partners with BountyJobs for contingency search business through outside firms. Resumes received outside the BountyJobs system will be considered unsolicited and Freddie Mac will not be obligated to pay a placement fee. If interested in learning more, please visit and register with our referral code: MAC.

Time-type:Full timeJob Category:Corporate ServicesFLSA Status:Non-Exempt

The anticipated annualized base salary range for this position is $86,000 to $128,000 and is eligible to participate in the annual incentive program.

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