Client Service Supervisor

SPS-North America•New York, NY

5d•Onsite

About The Position

The Client Service Supervisor is a hands-on, client-facing leadership role responsible for overseeing daily operations across the front-of-house reception, conference center, mailroom, shipping/receiving, and facilities support teams at the client site. This role is ideal for a polished, service-oriented supervisor with experience in hospitality, hotel concierge, conference center operations, corporate reception, or high-touch client service environments. The primary focus of this position is leading the front-of-house reception team and ensuring a professional, welcoming, and seamless client and visitor experience. The supervisor will also provide operational leadership to the mailroom and facilities support teams, ensuring all onsite services are delivered efficiently, consistently, and at a high standard. This individual must lead by example, remain flexible, and be willing to step into daily operations as needed to ensure service continuity, proper coverage, and an exceptional workplace experience for employees, guests, and client stakeholders.

Requirements

High school diploma or GED required
Minimum of 2 years of supervisory or team lead experience required
Experience in hospitality, hotel concierge, conference center operations, corporate reception, front desk management, guest services, or a high-touch client service environment strongly preferred
Strong customer service and hospitality mindset with a polished, professional presence
Proven ability to lead, coach, develop, and manage a diverse onsite team
Experience managing schedules, staffing coverage, workload distribution, and daily service operations
Excellent communication, interpersonal, and problem-solving skills
Ability to build trust and maintain strong working relationships with clients, visitors, employees, and internal teams
Highly organized with strong attention to detail and the ability to multitask in a fast-paced, client-facing environment
Proactive, solutions-driven, and comfortable handling escalations with professionalism and urgency
Flexible and willing to step into various operational roles as needed, including reception, conference center support, mailroom, and facilities-related tasks
Comfortable working in a professional corporate environment with a strong focus on presentation, service standards, and client experience

Nice To Haves

Prior experience in a hotel, corporate hospitality, concierge, conference center, executive reception, or guest services environment
Experience supporting meeting room coordination, events, visitor management, or front-of-house operations
Experience overseeing mail services, shipping/receiving, facilities support, or similar onsite workplace services
Previous experience in a client-facing onsite services environment

Responsibilities

Lead and oversee daily front-of-house reception operations, ensuring a polished, professional, and welcoming experience for all visitors, employees, and client stakeholders
Supervise and coordinate conference center, reception, mailroom, shipping/receiving, and facilities support functions
Manage, coach, and develop the reception team with a strong focus on hospitality, professionalism, communication, and service excellence
Serve as a working supervisor by stepping into reception, conference center, mailroom, or facilities support roles during coverage gaps, absences, peak periods, or special events
Ensure conference rooms, meeting spaces, visitor areas, and front-of-house spaces are maintained to client standards
Support meeting and event logistics, including room readiness, visitor coordination, wayfinding, and communication with internal teams
Develop and manage team schedules to ensure appropriate staffing coverage across reception, mailroom, and facilities support operations
Monitor workloads and adjust staffing as needed to meet service levels, client expectations, and business needs
Build and maintain strong relationships with client stakeholders, employees, visitors, and onsite team members
Act as a primary point of contact for client communication, service requests, escalations, and issue resolution
Lead, coach, and motivate team members to deliver a high-touch service experience and meet performance standards
Learn and maintain proficiency in all onsite service functions to provide effective backup support when needed
Provide regular feedback, reporting, and service updates to both the client and SPS leadership
Identify opportunities to improve service delivery, front-of-house processes, workflow efficiency, and overall client experience
Ensure compliance with company policies, client requirements, safety procedures, and operational standards