Hospitality & Customer Service Manager

Metasys Technologies•Omaha, NE

4d•Onsite

About The Position

Provides exceptional service-related support to Service Delivery customers in hospitality, concierge, and Workplace Services. Supervises day-to-day operations of Managed Services staff. Approximately 80% of the time is spent delivering hospitality, concierge, and Workplace Services, and approximately 20% is spent on administrative duties and developing and implementing related procedures. High degree of customer interface and serves as a representative of both the service provider and customer culture.

Requirements

High School diploma or equivalent; college is a plus.
2–3 years in Hospitality and Service industry related field preferred.
Previous management experience required.
Proficient PC skills and standard business software applications, including Microsoft Outlook, Outlook Calendar, Word, Excel, and PowerPoint.
Excellent written and verbal communication skills.
Excellent customer service skills.
Ability to work under pressure.
Ability to set goals by defining and prioritizing specific, realistic objectives.
Ability to remain updated on current technology and marketplace trends by reading relevant journals, magazines, and newspapers.
Expert with MRM meeting room management software and reporting.
Knowledge of Skype Client and Bridge Operator Console.
Knowledge of iVisitor guest check-in software.
Ability to create and bring new ideas for events.
Proficient in coordinating, organizing, and planning events.
Proficient in workplace productivity services, including visual communication services, meeting room services, and facilities/workplace management services.
Comfortable working in an office environment with adequate lighting and ventilation, normal temperature range, and normal noise level.
Ability to interpret, comprehend, and apply complex material, data and instructions and prepare, provide, and convey diversified information.
Minimal physical effort required; work is mostly sedentary but requires walking, standing, bending, reaching, lifting, or carrying objects typically weighing less than 10 lbs., such as papers, books, files, and small parts.
Moderate dexterity with regular application of basic skills, including calculator, keyboard, hand tools, and eye/hand coordination.
Flexible schedule required.

Responsibilities

Manage employees in Workplace productivity, including meeting room services and visual communication, as well as concierge, hospitality, and customer experience services.
Prepare and deliver performance reviews or assist with preparation and delivery.
Organize team meetings and define action plans.
Step into hospitality and customer service roles, including Lobby, Client Experience, and Guest Relations.
Manage conference room bookings, resolve room conflicts, book travel, and handle expense reporting.
Work with AV, IT, Facilities, Concierge, and other cross-functional teams to coordinate events and client meetings.
Manage staffing matrix and arrange backfills for scheduled and unscheduled absences.
Interview and assess candidates.
Maintain the appearance and maintenance of hospitality and facilities areas.
Support clients and teams through excellent communication and professional-level skills.
Prepare for key client visits and liaise with Building Security staff.
Convert monthly volumes into monthly management reports and create customized client reporting.
Oversee catering programs for sites and ensure quality.
Work closely with Facilities Management to ensure the function and maintenance of meeting spaces.
Develop and maintain Standard Operating Procedures for visitor access and special requests.
Ensure SOPs are consistently followed, including mail procedures, visitor access, new hire procedures, and office seating.
Hold Client Communication Meetings and communicate daily with internal and external clients.
Maintain communication with Site Managers and guide and assist with employee relations or performance issues.
Manage catering and beverage orders and coordinate details with Hospitality Managers, staff, reception, office support, and building management.
Process and follow up on catering orders and provide daily guidance and direction to Hospitality Specialists regarding workflow, catering issues, logistics, and events.
Manage client vendor relationships, validate vendor invoices, and submit invoices for processing.
Provide advanced administrative support, including typing, proofreading, editing documents, and coordinating projects, events, firm meetings, and other initiatives independently.
Manage or assist with internal and external events and coordinate office-wide special events and projects with identified clients and team members.
Assist with cleaning kitchens, stocking supplies, and tracking inventory.
Greet visitors and guests, validate against guest lists, provide badges, and arrange parking validation as necessary.
Serve as company concierge for guests, clients, and staff and provide facility tours.
Coordinate catering for meetings with support staff and caterers.
Maintain and update company phone and speed dial lists.
Schedule meeting rooms and ensure each conference room has the necessary supplies and setup before meeting times.
Assist with other departmental/non-client business activities when appropriate.
Assist with daily management of facilities as needed.
Create proposals in customer systems and print production environments.
Support Executive Level client-facing staff.
Coordinate vendor procurement for special projects.
Serve as a self-motivated customer brand ambassador.
Invoice accounts and interact with customers, assist in maintaining acceptable profit levels, and ensure customer expectations are met.
Represent the culture of both the service provider and customer as required.
Perform other duties as assigned.