Front of House Manager

WTW•New York, NY

3d•Onsite

About The Position

The Front of House Manager will lead the Front of House operation, overseeing daily conference center, reception, and hospitality services for the NYC Midtown office and the future NYC Downtown location. This role involves managing the Front of House team and providing support across all Metro New York offices. The primary goal is to deliver an exceptional guest experience for clients, colleagues, and visitors, ensuring a professional, welcoming, and service-focused environment. Responsibilities include coordinating meetings and events, maintaining space readiness, providing first-line audiovisual support, managing hospitality and food services, supporting safety and security, leading people and partners, managing vendors and budgets, driving continuous improvement, and partnering across the business to resolve issues and maintain consistent workplace standards.

Requirements

Minimum of 5-7 years’ experience in similar role
High school diploma or equivalent is required
Proficiency in the use of technology (e.g., MS Office, MS Teams)
Customer service orientation: strong desire to deliver value-added support to external and internal clients, including executive level leadership
Subject matter expertise in hospitality and office support operations within a multi-faceted professional services environment
Highly skilled in managing interpersonal relationships with various constituents and a focus on business productivity
Strong written and verbal communication skills used to effectively in business standard
Demonstrated leadership skills with ability to coach, train and motivate colleagues at various levels
Recognized as a positive change agent in response to changing business dynamics and support requirements
Proven analytical, organizational, and project management skills
Success in the development and implementation of office support processes, procedures and guidelines that drive efficiency and service excellence
Effective influencing skills and ability to impact key stakeholders and satisfactory issue resolutions

Nice To Haves

College/University degree preferred

Responsibilities

Oversee daily conference center, reception, and hospitality services for the NYC Midtown office and the future NYC Downtown location, with the Front of House team, and provide additional support across all Metro New York offices as needed.
Ensure every client, colleague and visitor receives professional, welcoming, and service-focused experience.
Coordinate room layouts, catering, technology, signage, security, visitor access, and other logistics for client engagements, meetings, regional gatherings, and colleague events.
Conduct regular inspections of reception areas, conference rooms, pantries, and shared spaces to ensure they are clean, organized, fully supplied, and ready for use.
Participate in configuring the rooms into the proper set-ups and cleanup which could include some heavy lifting.
Coordinate technology readiness and deliver smart-hands assistance for meeting room systems, escalating technical issues quickly to the appropriate support teams.
Oversee catering and pantry services, maintain presentation and food-service standards, monitor service quality, and address issues with internal partners and vendors.
Coordinate visitor management, access procedures, emergency readiness, and physical security requirements in partnership with building management and internal security teams.
Manage and develop direct-report colleagues while providing day-to-day direction and performance oversight for third-party service providers.
Monitor contracts, service levels, invoices, purchasing, and applicable office budgets, identifying opportunities to improve service quality and cost effectiveness.
Establish service standards, operating routines, checklists, and feedback mechanisms; use operational data and stakeholder input to identify trends and enhance the Front of House experience.
Build productive relationships with Facilities Services leaders, business segments, Real Estate, Procurement, Technology, Security, landlords, and other partners to resolve issues and deliver consistent workplace standards.

Benefits

Mental health/emotional wellbeing (including Employee Assistance Program)
Medical (including prescription drug coverage and fertility benefits)
Dental
Vision
Health Savings Account
Commuter Accounts
Health Care and Dependent Care Flexible Spending Accounts
Company-paid life insurance
Supplemental life insurance
AD&D
Group accident
Group critical illness
Group legal
Identify theft protection
Wellbeing program
Adoption assistance
Surrogacy assistance
Auto/home insurance
Pet insurance
Other work/life resources
Paid holidays
Annual paid time off (includes state/local paid leave where required)
Company-paid disability (short-term and long-term disability)
Other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave)
Paid Time Off (only included for Washington roles)
Qualified contributory pension plan (if eligible)
401(k) plan with annual nonelective company contribution
Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.