DIRECTOR OF HOSPITALITY

Working as a Director of Hospitality will allow you the opportunity to work with GREAT people like yourself! You will be surrounded by people who are passionate about what they do and share in our belief in the quality value of delivering superior hospitality to our premier client.

The Director of Hospitality will be responsible for overseeing the engagement of all Clients, Guests, Vendors, and Associates entering the Conference Center. They support the efforts to establish and maintain protocols for Hospitality and Workplace services with a focus on hospitality and a keen sense of detail and organization. They will lead by example, display an energetic, friendly, and approachable demeanor at all times.

• Set the standards of excellence, following Rapport standards, in all aspects of Hospitality related service for employees and guests in the New York office to include visitor services and conference center.
• Collaborate with the Events Team and/or department designee for the planning and execution of events held in-person at the Firm (examples Recruiting, Summer Intern Programs), including conference room booking, menu selection, RSVPs, creating and managing the event.
• Partnering with multiple high-profile stakeholders, Events Team and./or department designee for the planning and execution of events held in-person at the Firm (examples Recruiting, Summer Intern Programs), including conference room booking, menu selection, RSVPs, creating and managing the event
• Manage, develop, train on and enhance processes that will elevate the guest/ client experience
• Responsible for overseeing day to day conference, meetings, and event, servicing as escalation POC for onsite Hospitality vendor teams. Ensure awareness of hospitality service delivery breakdowns and feedback, resolving issues and ensuring follow through, engaging leadership when necessary.
• Provide a consistent high-level service in all areas to ensure guest satisfaction KPIs are achieved:
  • Train and mentor staff to deliver Platinum Service in every guest interaction.
  • Adjust and make recommendations to processes when areas are not meeting standards.
  • Ensure staff are engaged and involved in individual and team building programs.
• Conduct daily point meetings that include a service and recognition component.
• Develop and/or adapt training materials to best support the success of the Conference Services Team and consistently revisit guides, manuals and training procedures.
• Complete internal audits on guest service functions to ensure client specific standards are being met.
• Completes all reporting requirements and submits on a timely basis. Inclusive of drafting events, budgeting for same, communications, organizing data, files and materials, preparing routine and ad-hoc reports and responding to requests for assistance
• Manage and formulates weekly schedules for team members, flexing labor and staffing levels when applicable.
• Develop, maintains and update Standard Operating Procedures on all Hospitality and Conference responsibilities.
• Able to build consensus and influence team members to achieve goals and objectives.
• Exhibits superb organization skills and can manage multiple tasks or projects simultaneously.
• Enforces, maintains, and monitors the department's Dress Code Policy.
• Creates personal development plans and conducts annual performance appraisals for Hospitality and Catering team.
• Provides client and manager with regular updated data and reports regarding Hospitality operations, levels of activity, etc.
• Ensures that the Reception Desks, conference rooms, and catering areas are consistently presentable and in working order.
• Provide input to District Manager regarding associate performance, highlighting successes, and areas for improvement.
• Ability to work in multiple roles within the operations as this is a working position
• All other duties as assigned
  

• Minimum of 10 years of related experience in food service, operations/facilities management and/or hospitality services, including Conference Center and Food Services Management, preferably within a law firm or other professional services firm.
• Bachelor's Degree or the equivalent combination of education and experience is required.
• Proven experience leading vendor teams to deliver white-glove internal/external customer experiences.
• Superior knowledge of multiple functions and principles, including F&B, conference services, and project management.
• Proven leadership skills and ability to plan and manage operational processes for maximum efficiency and productivity
• Demonstrated relationship management skills and the ability to communicate effectively with colleagues and vendors at all professional levels.
• Must possess the ability to take direction, prioritize, and deliver results.
• Experience with Condeco or similar space management system preferred.
• Ability to maintain a professional, composed, demeanor, and to diplomatically deal with challenging situations to resolve or escalate with leadership as needed.
• Experience coordinating multiple event logistics and the understanding of what it takes to complete simultaneous events. This includes ownership of some events and playing a supportive role for high-profile executive supported events
• Excellent people skills, enthusiastic, pro-active, self-motivated, flexible
• Strong organizational skills, excellent attention to detail, ability to multi-task and prioritize in a fast-paced environment
• Leader with strong integrity, accountability, and maturity of judgment