Manager, Hospitality & Support Services

New York, NY

Summary

This position is responsible for the New York hospitality and support services including management of business partner provided services. Primary responsibilities include day-to-day management of the New York Conference Center services, staff and operations; and management of business partner providing services in the following areas:

• Catering & Food Services
• Reception Services, night and weekend services
• Call Center (switchboard operators)
• Document Services (mailroom, reproduction, document processing and proofreading)
• Travel and Transportation Services 

Key Responsibilities

• Overall responsibility for ensuring white glove hospitality to the firm’s clients and firm personnel.
• Manage the New York Conference Center services, operations and staff.
• Manage the café and catering services focusing on delivering world class service to the firm’s client.
• Act as the operational liaison between NY business partners’ on-and-off-site managers and with key firm stakeholders and client in our NY offices.
• Promote continuous process and service improvement in collaboration with business partners to enhance client experience and satisfaction.
• Collaborate with business partners and colleagues to deliver solutions and innovations that meet Firm expectations for quality, efficiency and cost effectiveness.
• Manage internal client satisfaction procedures including issue resolution; communications; feedback surveys and other research to monitor and report on client experience and satisfaction with services and identify systemic failures.
• Ensure complaints and service failures are addressed in a timely and efficient manner.
• Develop systemic/long-term responses to repetitive problems.
• Build relationships across business services partner’s organizations and within the firm to strengthen working relationships and facilitate innovation and problem resolution.
• People management responsibilities include hiring, performance, compensation and termination recommendations for line employees.
• Manage reporting and analysis on business partners’ metrics and performance against agreements.
• In collaboration with Global Procurement and Manager, Business Operations routinely review contracts and ensure business partners adhere to terms and conditions.
• In collaboration with Manager, Business Operations, prepare and monitor budgets and review and approve invoices.
• Perform such other responsibilities as may be assigned from time to time.

Knowledge, Skills & Attributes

Business Acumen and Skills:  Understanding of business processes and basic business finance, management and accounting principles

• Demonstrates a superior client orientation
• Demonstrates cross-functional expertise and the ability to thrive in a highly complex environment
• Actively seeks innovative ways to improve processes, products, and client experience
• Ability to meet individual and team financial goals
• Ability to successfully negotiate and close a deal

Management Skills:  Delegates tasks, responsibilities and authority effectively

• Demonstrated ability to actively engage staff addressing retention and performance issues in a timely manner
• Demonstrates superior judgment and excels at utilizing information to build business case and enact positive change
• Demonstrates competence in key areas of management including: relationship and conflict management, communication, staff direction and motivation, financial control, quality management, risk management, and the achievement of targets
• Understands the hierarchy and culture of the firm and effectively uses knowledge to deliver innovative solutions
• Retains objectivity and proper understanding of a problem or situation when placed under conditions of stress

Communication Skills:  Ability to effectively communicate with executive management, partners, clients, employees and business partners

• Ability to communicate effectively in a multicultural, multinational environment and mobilize cross-functional high-performance teams
• Exceptional verbal communication skills
• Excellent written communication skills
• Ability to effectively collaborate with others to reach mutually agreeable outcomes

Analytical Skills:  Ability to identify key data sources and utilize data driven insights to effectively improve business decisions and operations

• Ability to effectively diagnose and troubleshoot problems that may arise
• Ability to analyse qualitative data

Behavioral Traits:  Demonstrates the capacity to manage changing priorities and ambiguity while remaining calm and controlled

• Demonstrated poise and grace under pressure
• Communicates a “can do” attitude and positive outlook, minimizing negative behaviors
• Professional image with ability to form good partner relationships across functions
• Demonstrates initiative and resourcefulness
• Demonstrates a strong attention to detail

Team and Independent Worker:  Dedicated to the success of peers and demonstrated willingness to train/mentor

• Ability to build relationships and work well across functions
• Experience in a collaborative team environment, delegating workload and responsibilities

Time & Project Management:  Effective time management skills and ability to meet deadlines

General Skills:  Superior interpersonal skills

• Proficiency with Microsoft Office (Word, Excel, PowerPoint) 

Education & Experience

• Bachelor’s Degree
• 7-10 years of experience managing client service team
• Law firm or professional services experience

Physical Activity/Other Miscellaneous

• Ability to work outside standard business hours
• May need to travel and support off-site events