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Posted: Tuesday, April 25, 2017 8:33 PM

Deloitte Services LP includes internal support areas such as Operations (including meeting and event support), Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

 
Position Summary
 

The “One Team” hospitality supervisor leads the tactical direction, daily management, and delivery of hospitality services which includes supporting the work and meeting space needs and meeting and event services of the office for internal professionals and external visitors. Under the direction of the Operations Manager, they ensure a proactive customer-centric operation, according to local and national standards, that supports a range of services including but not limited to: space management, event planning, catering, and day-of logistics (set-up, clean-up, a/v support, guest greeting/directing).

 

They supervise and lead team members in support of these service areas fostering collaboration, empowerment, growth, and recognition within the team. They collaborate with other management team members and develop and regularly maintain strong organizational relationships with office customers and leadership to deliver optimum services.

 

Primary deliverables are: ensuring efficient and effective proactive customer-centric operations, advising and resolving workspace hoteling and meeting services challenges, managing space efficiently and effectively, developing and leading a quality team and process improvements.

 
Responsibilities
  • Provides daily oversight of workspace use/management and meeting/hospitality services according to established policies, procedures and service agreements

  • Supervises a team supporting internal customers and external guests in execution of services and other areas of oversite. Includes: meeting services – management of meeting rooms, audio visual (AV), catering, set-up and tear-down, event coordination; operations – space management, preparation of work stations/offices, office supplies, kitchens/pantries and cleaning management, general office upkeep; general hospitality – reception/guest greeting, hoteling of workstations, offices and other collaborative or meeting areas

  • Trains and develops the team to ensure proactive high-levels of customer service, responsiveness, accuracy, service quality, communication and professionalism

  • Manages staff schedules and provides for coverage during unexpected staff absences

  • Models customer-oriented behavior and communications; coaches and counsels the team as needed. Provides feedback on performance

  • Serves as the subject matter expert for department hospitality software and AV equipment operation; provides training in the operation of related equipment and software and/or other systems

  • Serves as the subject matter expert for team related to Deloitte policies, national, and local protocols

  • Advises on how best to resolve logistical and/or customer-related challenges. Coordinates/negotiates with other departments/staff to develop acceptable solutions. Personally handles customer escalations, as necessary

  • Analyzes systems/processes to increase efficiencies, ensure performance and customer satisfaction. Assesses results and recommends process improvements

  • Generates departmental reports, to monitor workload, productivity, customer satisfaction, etc.; compiles data and provides analysis of results

  • Develops communication tool(s) to update customers on changes, special events, etc. as needed

  • Collaborates and trouble-shoots problems with other internal functions/service groups, external vendors and building liaison(s) as needed

  • Monitors the operating costs for the office(s), such as supplies, maintenance contracts, etc. and oversees processing/tracking of payments

  • Ensures Operations Manager and other supervisors are well informed on all aspects of team, projects and services, as appropriate, and with special focus on areas of concern/change

  • Provides back-up to team, as needed

  • Cross-trains in other team services areas to provide back-up support as needed

  • Performs other tasks and special projects as identified by the Operations Manager

  • Other duties as assigned


Associate's degree required; bachelor's degree preferred Three to five years’ experience in a similar role or job with similar skill sets managing a team Two years relevant corporate experience, preferably in hospitality within service-oriented or customer-centric environment Excellent technical experience including strong Microsoft Office skills Excellent written and verbal communication and interpersonal skills Confident, professional presence, and positive demeanor Professional maturity and ability to interact with all levels of professionals Excellent quality-conscious customer service skills Ability to use tact and diplomacy in resolving problematic situations Professional agility and ability to handle multiple priorities with an appropriate sense of urgency Excellent judgment and decision-making skills Critical thinking and ability to anticipate needs Ability to work occasional overtime; nights and weekends Must be willing to be trained in all functional areas Ability to lift up to 25 lbs.

Click here for more info: https://jobs2.deloitte.com/global/en/job/DELOA004X131449/Hospitality-Supervisor


• Location: Manhattan

• Post ID: 97580988 manhattan
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