LOBBY SUPERVISOR

Compass Group•New York, NY

2d•$31 - $32

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 Summary The Lobby Supervisor is responsible for the successful execution of all phases of Lobby Reception Services, as set forth by the Lobby Manager within the account. The areas of responsibility will include the reception staff located in the 200W/30H lobby and Arrival Ambassador team. The Lobby Supervisor will manage the scheduling of all team members based on daily shifts, PTO and call outs and serve as on-floor support. This person will implement appropriate new hire trainings and aid in ongoing training of current reception staff members.

Requirements

A passion for delivering the Platinum Service and Service Excellence Standard to provide transformational service in hospitality.
A mindset to take ownership and responsibility within and outside one’s job domain. Competencies must include self-confidence, willingness to learn, and feeling comfortable with change and coordinating change.
Excellent communication and interpersonal skills, with the ability to interact professionally with high-profile clients and stakeholders.
Detail-oriented, organized, with the ability to prioritize multiple tasks in a fast-paced environment and carry out responsibilities with little supervision.
Knowledge of VIP handling protocols, customer service best practices, and hospitality industry trends.
A consistently professional approach, including a strong sense of self- respect and integrity, as well as respect for and interest in others.
Basic computer skills and knowledge of office technology/equipment.
Discreet, ethical, and committed to maintaining a high degree of confidentiality.
Punctual, dependable, and dedicated to achieving operational excellence, down to the smallest of details.
Two years’ experience in a customer service or hospitality leadership role, ideally within a luxury hotel, VIP services, or corporate environment.
Two years’ experience demonstrating leadership capabilities.

Responsibilities

Responsible for ensuring assigned opening or closing coverage is in place and enacted based upon business need. Expected to make staffing changes in schedule due to call-out, vacation, sick, etc.
Capacity to personally fill in reception desk locations as necessary to ensure necessary coverage
Responsible for inserting upcoming schedules for receptionists through MyStaff in addition to updating associate timesheets with Missed Punches, PTO, Call Outs, etc.
Works closely with Lobby Manager to develop and implement short- and longer-term goals for department
Maintain an adequate supply of appropriate, up-to-date reference binders at the Reception desks, ensuring that associates know where to look for information on transportation, dining out, museums, etc.
Maintain an up-to-date Critical Contact List at the Reception desks.
Ensure that Reception areas are consistently neat, clean, and attractive, arranging for timely repair and maintenance activities, and calling for the replacement of furniture, fixtures and equipment as needed.
Ensure a steady level of clear communication with members of the Receptionist staff regarding both operational matters and employment issues. Provide feedback to Lobby Manager to include on Weekly Team Meetings.
Serve as a focal point for dealing with any problems or concerns arising within the Lobby operation. Escalate to GS Management and Rapport Senior Management as appropriate.
Assist with ongoing training for current GSAs, as to ensure a consistently high level of professionalism among staff members.
Provide continuous supervision, hour by hour, to ensure workspace is maintained and employees’ posture is professional.
Aid the Lobby Manager to conduct performance appraisals, coaching and counseling, etc. for direct reports in Lobby Reception Services.
Execute and train current staff and new hires on Reception Services Standard Operating Procedures (SOP’s), customizing them to best suit the needs of the Client’s operation.
Document all new and revised SOP’s, maintaining complete and up-to-date documents which are accessible to all
Oversee inventory supply for both reception and conference centers and update tracker accordingly.
Ensure that Receptionists are thoroughly trained in carrying out emergency procedures for which they are responsible. Understand and implement the Business Continuity Plans (BCP) for inclement weather.
Oversee the dress code standards in line with directions provided by the Client. Ensure that uniforms and name tags and pins are being worn in the way intended.
Oversee the evening Meal Program and provide onsite support from 7:00pm-9:00pm if needed
Ensure smooth, effective communication between Receptionist staff and other client departments such as Facilities, Security, Information Technology, Mail Room, etc.
Maintain a solid knowledge of software systems – specifically the TDS visitor registration system and the internal SharePoint site.
May assist the Lobby Manager with pre-screening and interviewing candidates for open roles
Ad hoc projects and duties as assigned by the Lobby Manager and other Senior Rapport Management team.