Executive Hospitality Services Manager

7 days ago

Mountain View, California, United States Circles Full time
Company Overview: Circles is a forward-thinking organization that fosters an inclusive and dynamic environment. We prioritize employee well-being, encouraging self-expression and individuality while promoting open communication and respect.

Circles seeks an experienced Workplace Hospitality Manager to lead our Workplace Concierge team in delivering exceptional service at a leading technology firm. This role requires strong leadership skills, excellent communication, and the ability to manage multiple tasks effectively in a fast-paced environment.

Salary: The estimated salary for this position is $85,000 per year, with a comprehensive benefits package including medical, dental, and vision insurance, 401k with match, life insurance, generous PTO policy, 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, and access to Employee Assistance Program and Employee Benefit Resource Groups.

Job Description:

As the operational point of contact, you will oversee the day-to-day activities of the Workplace Concierge staff, ensuring exceptional service delivery, vendor management, and smooth operation of workplace services. You will also manage staffing, performance, and policy adherence across multiple locations while taking an active role in maintaining and enhancing the five-star experience.

  • 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.
  • 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.
  • Other job-related duties as assigned.

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