Hospitality & Workplace Experience Manager
About The Position
Aquarian Holdings is looking for an exceptional individual to join our Workplace Services team as a Hospitality & Workplace Experience Manager, reporting to the Director, Headquarters Workplace Services. The Hospitality & Workplace Experience Manager will design and implement Aquarian's workplace hospitality strategy, lead the daily employee and guest experience, oversee reception and concierge operations, and establish consistent service standards across all office locations. In addition to being extremely organized, the ideal candidate is a resourceful service leader who demonstrates strong attention to detail, sound judgment, and an ability to anticipate needs in a fast-paced environment. This position is five days per week in office, located in New York City, with an ability to travel to other Aquarian locations if necessary.
Requirements
- Bachelor's degree preferred
- 8-10+ years of experience in workplace hospitality, luxury hospitality, executive services, workplace experience, or guest experience leadership
- Experience leading reception, concierge, or other customer-facing service teams
- Experience developing service standards, operating procedures, and training programs
- Experience managing hospitality vendors, catering operations, budgets, and workplace amenities
- Financial services, private equity, hedge fund, or family office experience preferred
- Microsoft Office Suite proficiency
- Demonstrates an uncompromising commitment to excellence, ownership, and accountability, consistently delivering high-quality results with intentional urgency, sound judgment, and attention to detail.
- Thrives in a high-performance environment, embraces continuous learning and feedback, and demonstrates a genuine desire to grow while contributing to the continued evolution and scaling of the organization.
- Demonstrates a genuine hospitality mindset with a warm, polished, confident, and highly discreet presence, coupled with a proactive and service-oriented approach to supporting employees, guests, and senior stakeholders.
- Proven ability to anticipate needs and deliver exceptional employee and guest experiences
- Demonstrated ability to lead and develop high-performing customer-facing teams
- Exceptional organizational skills with the ability to meet deadlines, multi-task, and take full ownership of responsibilities
- Quick and agile thinker / learner able to function well in a high-paced, rapidly evolving environment
- Tech-savvy, resourceful, flexible, and resilient
- Excellent written and verbal communication skills with a collaborative approach
Nice To Haves
- Financial services, private equity, hedge fund, or family office experience preferred
Responsibilities
- Develop, execute, and continuously evolve the firm's workplace hospitality, guest experience, and service excellence strategy across all office locations.
- Manage all aspects of the Reception and Guest Experience teams, including hiring, staff development, coordination, scheduling, coaching, and performance management.
- Establish performance expectations, service KPIs, and development plans for hospitality team members to ensure consistent delivery of exceptional service standards.
- Ensure consistent hospitality standards, operating procedures, and employee experience practices across all Aquarian office locations.
- Oversee the end-to-end guest journey, including arrival, meeting experience, departure, and post-visit follow-up, with particular focus on executive, investor, and VIP visits.
- Manage conference services, room readiness, catering operations, pantry programs, and workplace amenities.
- Cultivate and maintain vendor relationships for catering, food service, hospitality, workplace amenities, and events.
- Partner with Building Services, Executive Assistants, IT, Security, and other Workplace Services stakeholders to support daily operations.
- Serve as a trusted partner to senior leadership and Executive Assistants in planning and executing high-profile meetings, executive visits, investor events, and other strategic office engagements.
- Develop operating procedures, service standards, and training programs for hospitality functions.
- Lead process improvement efforts and ad hoc projects across reception, guest experience services, conference services, and workplace experience.
- Monitor hospitality budgets, inventory, and vendor performance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
