Hospitality Service Manager

1 month ago

New York, New York, United States Flik Hospitality Group Full time
Job Overview

Flik Hospitality Group is seeking a highly skilled Hospitality Service Manager to join our team. As a key member of our operations team, you will be responsible for delivering exceptional customer experiences and ensuring seamless service delivery.

Key Responsibilities
  • Coordinate the work of the service team to deliver high standards of service and maintain customer satisfaction.
  • Optimize space usage and ensure timely and efficient fulfillment of onsite meeting and event requests.
  • Provide clear and timely communications and updates to stakeholders.
  • Partner with office operations to deliver daily services and support client initiatives.
  • Develop and maintain relationships with key business owners and ensure operations align with corporate guidelines.
  • Prepare daily, weekly, and monthly reports and review key metrics on workplace offerings, guest registration, and space management usage.
  • Effectively communicate with the onsite operations team to ensure accurate space booking.
  • Solve space or amenities-related issues to ensure an elevated user experience.
  • Manage email distribution lists and respond to queries in a timely manner, escalating service-related matters to the onsite client.
  • Guide and coach Rapport ambassadors to deliver memorable guest experiences.
  • Work with CONDECO and other property management systems.
  • Observe floor operations, user behaviors, and suggest strategic changes to enhance the experience.
Requirements
  • Lead a team and assist with HR functions, support payroll, and associate development plans.
  • Coordinate resources to ensure all service areas are appropriately staffed.
  • Proactive, timely, and clear communication with the team and leadership.
  • Ensure space optimization practices, tools, and processes are updated and operating accurately.
  • Set conference rooms in the correct configuration.
  • Assist with workplace requests, including facilities tickets and workplace needs.
  • Deliver and train white glove service delivery to all, with a focus on elevated attention to high-level guests and meetings.
  • Tier 1 AV support for meeting needs.
  • Coordinate day-ahead team reviews and daily activities to ensure timely completion of tasks.
  • Subject matter expert on CONDECO and other Property Management Tools with administrator responsibilities.
  • Escalation point for service delivery breakdowns, issues, and customer feedback.
  • Perform administrative tasks and provide guidance to the team.
  • Oversee and assist with integration of new team members.
  • Facilitate/support offsite events as needed.
  • May serve as the point of contact for external vendors/service providers.
  • Catering setup knowledge and ServSafe certification preferred.
Benefits
  • Medical, dental, vision, life insurance, disability insurance, retirement plan, paid time off, holiday time off, associate shopping program, health and wellness programs, discount marketplace, identity theft protection, pet insurance, commuter benefits, employee assistance program, and flexible spending accounts.

Flik Hospitality Group is an equal opportunity employer. We are committed to treating all applicants and associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.

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