COMMUNITY MANAGER LEAD

Compass Group•Jersey City, NJ

2d•$69,000 - $70,000•Onsite

About The Position

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us. Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role. Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career. Job SummaryThe Community Manager Lead/Hospitality Service Manager manages both individual and group workflows to consistently meet service goals and guest expectations. Additionally, they oversee space optimization and ensure the timely delivery of all onsite meetings and event requirements. Drive operational excellence through transparent daily reporting and a strong partnership with the client's management team. Act as a versatile resource by contributing to broader client goals and initiatives. This role is expected to be on-site five days a week.

Requirements

Serve as the main point of contact for all guests, employees, and administrative staff.
Manage and develop relationships with all the key business owners within the workplace and ensure operations are aligned with corporate guidelines.
Develop and assist with a collaborative environment amongst employees through events and personal introductions.
Previously, managed a team and served as a leader on the team.
Prepare daily, weekly, and monthly reports and review key metrics around all the workplace offerings, guest registration, and space management usage.
Maintain daily communication with office operations to ensure alignment and consistent service delivery. Support the client by assisting with special projects and other key initiatives as needed.
Effectively solve space or amenities related issues to ensure an elevated user experience.
Manage the email distribution list, and ensure all queries are responded in a timely manner, escalating all service-related matters to the onsite client.
Guide and coach all Rapport ambassadors to deliver memorable guest experience.
Worked with EMS and other property management systems.
Observe floor operations, user behaviors, and suggest strategic changes to continue enhancing the experience on the floor.

Responsibilities

Lead a team and assist will all HR functions, support payroll, and associate development plans.
Coordinate resources to ensure all service areas are appropriately staffed.
Proactive, timely, and clear communication to team and leadership, especially alerting team of changes and needs to support successful front desk and floor services functions
Ensure space optimization practices, tools, and processes are updated and operating accurately; conduct quality assurance checks
Set conference rooms in appropriate configuration (tables, chairs, theater, classroom, boardroom, etc.)
Assist with any workplace request including facilities tickets and workplace needs.
Deliver and train white glove service delivery to all; elevated attention to high level guests and meetings; influence and build skills in team members to maintain service standards.
Tier 1 AV support for any meeting needs.
Coordinate day ahead team reviews, and daily activities to ensure timely, accurate completion of tasks.
Subject matter expert on EMS and other Property Management Tools with administrator responsibilities.
Act as the primary escalation point for service breakdowns and customer feedback, resolving issues with thorough follow-through. Proactively engage leadership when necessary to address complex challenges.
Perform administrative tasks and provide guidance to team in completion.
Oversee and assist with integration of new team members.
Facilitate/support offsite events as appropriate.
May serve as point of contact for external vendors/service providers.