Director of Hospitality

Role Purpose

The Community Director is responsible for driving an excellent client experience through world-class hospitality and operation for the client’s two U.S. headquarters. As Community Director you will have full responsibility for all Facilities & Workplace services, your clients’ satisfaction and office experience.

The Client’s main priorities for these two new office sites are:

• Attracting talent through an office that is located in an amenity rich location with a diversity of work settings to fit different needs and work styles.
• Bringing employees back to the office with a full-service operation that feels like a 5-star hotel experience
• Retaining talent through an office environment that is inclusive, vibrant and has excellent services including a high-end coffee barista experience, grab and go upscale snacks, doctor’s office, fully stocked restroom facilities, game room, mother’s room and tranquility/prayer/yoga room.
• Introducing employees to a new way of collaborative working with quiet head down space, focus space, formal and informal meeting spaces, no assigned desks and no private offices.

Key Responsibilities

Community Management

• Create a welcoming and collaborative workplace through proactive management and by building outstanding relationships with all stakeholders.
• Proactively ensuring the workplace is fully operational, and processes are running.
• Ordering items for the client and Instant use.
• Liaising with suppliers and members of the broader outsourced team including cleaning and M&E teams.
• Managing budgets.
• Undertaking regular quality checks/audits and ensuring customer satisfaction.
• Any other ad hoc duties required supporting the employee journey and delivery of event management, including ensuring a 5* hospitality experience for all employees and management of five team members across three properties, at the current account.

Account Management

• Ensure all hard & soft facilities services are delivered to specification and planned/reactive activities meet SLAs and agreed process, cost & reporting requirements. Make interventions as required.
• Create excellent relationships with outsourced or client suppliers, driving performance, communication, and motivation.
• Proactively address service issues, complaints/escalations, or failed visits, including agreeing action plans with all stakeholders as needed.
• Manage landlord services & third party/tenant relationships; ensure service charge obligations are met.
• Deliver to an Account Management Plan: develop client relationships with decision makers/influencers creating trust and ease of business.
• Support incident management, including out of hours on a rotation basis: Take ownership for client communication, service providers’ response and any Incident Reports/handover notes.
• Provide accurate and useful monthly/quarterly internal/external reports.
• Responsibility for commercial activity on your portfolio: Review and scrutinize all costs, assess value, need and priority. Seek approval from clients for recharges with confidence and understanding.
• Identify opportunities for selling additional services and facilitate their implementation.
• Ensure adherence to all regulatory Compliance and H&S.
• Managing a team of Office Coordinators/Concierges and a Community Manager.

Background and Experience

• At least ten years of experience in workplace experience and facilities management.
• Natural and confident communicator, with exceptional interpersonal skills and the ability to build relationships at all levels.
• Superior client relationship management skills, with an awareness of Account Management.
• Great hard & soft Facilities Management experience, working technical knowledge expected.
• Experience in managing effective and positive relationships with outsourced suppliers, Helpdesk, and IT support.
• Good working knowledge of H&S in the workplace is essential.
• Experience of property operations in a retail or hospitality environment is advantageous.
• Previous incident management experience/responsibility would be beneficial.
• Experience of creating operational reports for external stakeholders.
• An enthusiastic, personal and proactive approach to service delivery and customer satisfaction.

Key skills and Competencies

• Excellent relationship building skills, with the ability to challenge, influence and give advice to others.
• Ability to create positive working relationships at all levels with internal and external stakeholders.
• Proactive, flexible and hands-on. Problem-solving abilities inspire confidence and reliability.
• Open to travel and flexible to changing priorities – travel to Philadelphia client site once per quarter.
• Able to manage multiple tasks and prioritize workload effectively, particularly across multiple locations.
• Takes ownership for your output, results and client feedback.
• Good commercial acumen, with the ability to take ownership of financial matters for your clients.
• Engaging personality, with confidence in your abilities but a willingness to learn & improve.

Measures of Success

• Client satisfaction/feedback.
• Managing planned and reactive work on your portfolio within SLAs/KPI’s.
• Revenue generation / commercial management / meeting project budgets.
• Delivery to Account management plan.
• Delivery to Supplier performance framework.