Workplace Hospitality Manager

19 hours ago

Mountain View, California, United States Circles Full time
Job Description

About Circles Culture:

Circles is an innovative company that values inclusivity, self-expression, and individuality. Our culture encourages open communication, respect, and career development, empowering employees to pursue their goals and advance professionally. We prioritize employee wellbeing, ensuring our consumers experience the same level of care.

Position Overview:

Circles seeks an experienced and passionate Workplace Hospitality Manager to lead our Workplace Concierge team in delivering exceptional service at a leading technology firm. As the operational point of contact, you will oversee day-to-day activities, ensuring exceptional service delivery, vendor management, and smooth operation of workplace services. You will manage staffing, performance, and policy adherence across multiple locations, taking an active role in maintaining and enhancing the five-star experience.

This role is ideal for someone with a proven background in luxury hospitality or customer service management, ready to bring leadership skills into a dynamic corporate environment. You will shape a welcoming, efficient, and high-standard workplace experience for employees and visitors.

Key Responsibilities:

  • Lead, mentor, and oversee the Workplace Concierge team, ensuring consistent delivery of first-class hospitality services.
  • Manage staffing schedules, PTO coverage, recruitment, and provide coverage to maintain seamless operations.
  • Conduct onboarding and training for new team members to ensure high standards of service.
  • 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.
  • 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.
  • Collaborate with vendors to manage on-site amenities and third-party 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.
  • 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.

Why Circles?

This is a unique opportunity to apply your leadership and hospitality expertise in an innovative, fast-paced environment. As the Workplace Hospitality Manager, you will play a key role in shaping the workplace experience for one of the world's leading technology firms. You will lead a dynamic team, ensure the highest standards of service, and create a workplace environment that mirrors the quality of a five-star hotel.

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.

Competencies:

  • Strong leadership skills with experience managing and developing teams.
  • Excellent communication and interpersonal skills, with a track record of delivering exceptional guest or employee experiences.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Professional appearance and demeanor, with a passion for hospitality and service excellence.
  • Flexibility to adapt to changing priorities and the ability to work across multiple locations as needed.

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.

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