Onsite Manager - Receptionist & Concierge Team

Circles•McLean, VA

8h•$75,000 - $80,000•Onsite

About The Position

The Greet Hub Concierge Manager is a pivotal role that combines exceptional customer service, leadership, and operational excellence for a leading Hospitality client. As the Onsite Manager, you will oversee the Concierge and Switchboard team, ensuring they provide white-glove service to employees and guests while maintaining professionalism and enthusiasm. This role is highly visible within the onsite operations and plays a critical part in client relations, project management, people management, and communications. You will be responsible for leading three dynamic teams while fostering the client relationships, and driving operational excellence between the two by creating and implementing Standard Operating Procedures (SOPs) and supporting facilities requests. As the go-to resource for team members and clients alike, the Manager leads by example: taking initiative, managing administrative tasks, promoting concierge services through tabling events, and representing as the face of the Greet Hub with warmth, efficiency, and expertise. If you thrive in a leadership role that blends service, organization, and visibility, this position offers the opportunity to elevate the employee experience and support a high-performing workplace culture.

Requirements

Minimum of 5 years of customer service experience.
High school diploma or GED required.
Proficiency with Microsoft Office Suite, including Word, Outlook, Excel, and Teams.
Ability to use internet search tools, navigate systems, and complete accurate data entry.
Dependable, flexible, and committed to delivering consistent service.
Experience supporting a corporate office environment.
Experience working with employees, vendors, and guests in a polished service setting.
Professional and confident leadership presence with strong interpersonal skills.
Ability to lead, coach, and hold teams accountable across multiple locations.
Strong operational leadership and problem-solving skills.
Ability to manage competing priorities in a fast-paced environment.
Strong communication, organizational, and decision-making skills.
Ability to build collaborative relationships with employees and stakeholders.
Strong attention to detail and commitment to service excellence.
Adaptable, solutions-oriented, and open to continuous improvement.
Reliable attendance and flexibility to support business needs and travel as required.

Nice To Haves

Experience in front desk, concierge, hospitality, workplace services, or a related service environment preferred.
Familiarity with service request systems, visitor management tools, or workplace support platforms.

Responsibilities

Provide a warm, polished, and professional welcome to all employees, visitors, and vendors, setting the standard for a five-star workplace experience.
Anticipate and proactively address employee and guest needs to deliver memorable and high-touch experiences.
Respond to employee requests in a timely, courteous, and professional manner.
Maintain a clean, organized, welcoming, and well-stocked reception area and common spaces.
Support new hire tours and assist with visitor or group arrivals as needed.
Stay informed about building activities, workplace updates, and local resources that may support employees.
Assist with monthly tabling events to promote concierge services and engage employees.
Ensure the front desk is never left unattended.
Aid with maintaining site security by strictly adhering to and enforcing established procedures, managing logbooks, and issuing visitor badges.
Enter service requests accurately and maintain complete and timely records in the appropriate systems.
Maintain a working knowledge of building operations, workplace policies, and available services to assist with facilities-related requests and coordinate follow-up as needed.
Serve as a trained backup for remote switchboard coverage when needed.
Support personal and convenience-related requests (e.g., travel, reservations, gift ideas, event planning, household services) with discretion; coordinate with local vendors to identify employee offerings, discounts, and resources.
Research local events and experiences to support employee engagement, while building partnerships with local vendors to provide onsite services, discounts, and offerings.
Communicate effectively with the onsite team regarding daily operations, service needs, and employee feedback.
Adapt to changing priorities and business needs while maintaining service standards.
Support operational improvements by sharing observations and ideas to enhance employee experience.
Achieve monthly targeted goals and service metrics as assigned.
Assist in the development and continued maintenance of Standard Operating Procedures.
Perform other job-related duties as assigned.
Serve as the operational leader and primary ambassador of the Greet Hub program, modeling professionalism, accountability, hospitality excellence, and a service-first mindset across onsite and remote teams.
Lead and manage three distinct service teams, including the onsite Greet Hub team in McLean, VA, Memphis, TN, and the remote switchboard team, ensuring operational consistency, aligned service standards, seamless communication, and a unified hospitality experience across all locations.
Oversee uninterrupted front desk and switchboard operations by developing daily coverage strategies, managing staffing contingencies, coordinating backup support, and adjusting priorities based on business needs, call volume, and onsite traffic.
Manage and develop onsite and remote team members through onboarding, training, coaching, performance management, and ongoing accountability to ensure consistent service delivery and operational excellence.
Ensure seamless operational execution through effective communication, oversight of open requests, follow-ups, case management, schedule adherence, and clear documentation across all workstreams.
Lead the visibility, promotion, and continued evolution of concierge and workplace hospitality services, ensuring all programs, interactions, and initiatives align with client expectations and Circles service standards.
Partner with leadership and client stakeholders to identify service enhancements, operational efficiencies, reporting improvements, and SOP development/refinement to support program growth and consistency.
Build and maintain strong relationships with employees, client stakeholders, workplace partners, and cross-functional teams through proactive communication, responsiveness, and elevated hospitality leadership.
Analyze service trends, operational challenges, and engagement opportunities to provide recommendations that enhance the employee experience and strengthen client partnerships.
Drive participation and accountability in company initiatives, including recognition programs, training compliance, engagement activities, quality assurance efforts, and organizational initiatives.
Ensure all verbal, written, and digital communication is professional, timely, solution-oriented, and reflective of both client brand standards and Circles hospitality expectations.

Benefits

Medical, dental, vision insurance starting the first day of the month after hire
Long-term and short-term disability insurance paid for by Circles
401k with match
Life insurance paid for by Circles
Unlimited PTO
Paid holidays
One paid day off per year to volunteer
Access to discount programs
Four-week paid sabbatical every five year!
HSA/FSA account eligibility
Access to Employee Assistance Program
Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities