Onsite Manager - Receptionist & Concierge Team

About the role

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.

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.
• 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.
• Develop and maintain Standard Operating Procedures.
• Support operational improvements by sharing observations and ideas to enhance employee experience.
• Drive participation and accountability in company initiatives, including recognition programs, training compliance, engagement activities, quality assurance efforts, and organizational initiatives.

Requirements

• Minimum of 5 years of customer service experience. Experience in front desk, concierge, hospitality, workplace services, or a related service environment preferred.
• 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.
• Familiarity with service request systems, visitor management tools, or workplace support platforms.
• Experience working with employees, vendors, and guests in a polished service setting.

Qualifications

• 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.
• Strong communication, organizational, and decision-making skills.
• Ability to build collaborative relationships with employees and stakeholders.
• Adaptable, solutions-oriented, and open to continuous improvement.
• Reliable attendance and flexibility to support business needs and travel as required.

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 years!
• HSA/FSA account eligibility.
• Access to Employee Assistance Program.
• Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities.