Workplace Experience Supervisor

SPS-North America•Washington, DC

3d•$33 - $36•Onsite

About The Position

The Workplace Experience Supervisor is the visible leader of the front‐of‐house experience, setting the tone for how clients, guests, and employees feel the moment they arrive, and ensuring consistency in every interaction thereafter. This role simultaneously delivers exceptional service and high levels of hospitality. They are detail-oriented, organized, maintain a professional image, lead by example, and are keenly aware of the needs of the clients and the team. By observing company culture, and how the environment operates, the Workplace Experience Supervisor will drive and enhance the visitor and in-office experience. The Workplace Experience Supervisor will collaborate with stakeholders across different departments and vendors to deliver an exceptional, curated experience for clients, colleagues, and guests. The Workplace Experience Supervisor will work closely with account leadership to ensure flawless execution of services and timeliness of daily deliverables.

Requirements

Associate or bachelor’s degree, or equivalent experience, is required
2+ years of experience in a high-end hospitality environment (like luxury hotels or fine dining restaurants) is required
Prior supervisory or managerial experience is strongly preferred
Prior experience in a client-facing role in a similar industry (like legal or financial industries) is preferred
Strong communication, interpersonal, and problem-solving skills
Professional appearance and demeanor
Strong computer proficiency skills

Responsibilities

Provide oversight and leadership of the Reception and Workplace Experience Ambassador teams
Create personalized and memorable experiences for our client and their visitors
Foster a culture of hospitality
Provide coaching and feedback to drive continuous team improvement
Coordinate staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness, and emergencies
Ensure all requests are properly tracked and recorded in our ticketing system
Maintain and report metrics for a variety of reporting systems
Perform daily walkthroughs to observe team performance firsthand
Proactively identify opportunities to improve team performance, processes, and the visitor and workplace experiences
Ensure accuracy of team timekeeping records
Participate in regular client business review meetings
Lead daily team meetings
Conduct and deliver annual employee performance evaluations
Ensure strict adherence to all SPS policies and procedures
Assist with the development of training materials, execution of formal training sessions, and cross-training of team members
Meet all client and SPS deadlines
Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
Develop, appraise, and counsel staff to reduce turnover, improve employee satisfaction, and support the career development of team members
Ensure confidentiality of client and visitor information
Maintain a polished and professional demeanor and appearance
Lead by example to set the standard for the team