Manager, Corporate Hospitality Services

As a member of T. Rowe Price's Corporate Real Estate and Workplace Services team, (CRE&WS), the Manager supports and supervises senior team members in ensuring effective administrative activities across headquarters campus. Assigned facility is large, complex and will require a strong leader. Works with leadership management to develop operational processes/procedures to improve production and workflow. Responsible for overseeing the routing of incoming and outgoing post, mail, and packages as well as the Concierge Services center. Work closely with the General Services team in coordinating,

executing and completing work order requests. Develops and maintains relationships with 3rd party vendor partners. Maintains a high level of hospitality and customer service centered culture.

Concierge Responsibilities:

• Lead the team in the Concierge Center to deliver a one stop concierge experience for associates, and guests.

• Develop and outline the concierge service program in partnership with key partners and vendors.

• Create a weekly or monthly “what’s happening” or “things to do” communication for weekends in Baltimore in partnership with the Baltimore Visitors Bureau

• Responsible for the development of the Concierge Center & Corporate Real Estate & Workplace Services Uniform program.

• Oversee and manage General Services Call Center team by orienting, training, coaching, and monitoring team progress; communicating job expectations to employees and contractors; reviewing team’s productivity; planning and implementing process improvement and enforcing policies and procedures.

• Oversee the Quality Assurance process to ensure adherence to service standards, identify areas for improvement, and implement corrective actions as necessary.

• Work with Planon Work Order system track progress, reporting, and customer satisfaction.

• Drive and develop yourself and our team toward building strong relationships with partners, contractors and achievement of SLAs and KPIs

• Lead and participate in weekly meetings focused on operational excellence and continuous improvement.

• Design and implement detailed training and development programs to elevate employee skills and performance.

• Champion development, performance evaluations, succession planning, and has focused on building single- and multi-unit management skills; have full understanding of all roles within hospitality operation; support the team with tools and systems as necessary.

• Resolve problems associated with all building services including: janitorial, mailroom, copier services, parking, badging, and conference rooms. Submit work orders through appropriate channels.

• Manage the parking program in conjunction with external service providers.

• Assists with the coordination and scheduling of office/building maintenance activities including: luggage storage, lost & found.

• Works closely with key partners to include external vendors and stakeholders regarding emergency response and preparedness as it affects the safety of associates and visitors.

Mail Communications Responsibilities:

• Responsible for oversight of the mail communications department within our Baltimore Headquarters to include, effective mail operation including, opening, sorting, routing of all incoming and outgoing post, mail, and packages ensuring timely delivery.

• Assesses issues, develops protocols for receiving and addressing raised concerns, complaints, coordinates and collaborates with other functions to ensure a smooth office production and process improvements management.

• Mail Communications Vendor management relationship, effectively drive accountability and contract enforcement.

• Gathers, reconciles and analyzes data to complete reports identifying and escalating issues and potential solutions as necessary.

• Creates, conducts, analysis and reporting in support of general business operations, special projects/initiatives, and/or operational planning activities.

• Supports management's analysis of proposals, quotations, and vendor submissions. Provides input into selection of suppliers in accordance with administrative policies and legal compliance. 

• Develops annual operating budgets, forecasts, and strategy plans.

• Acts as the project lead defining and refining the operational process and scope for suppliers/vendor performance. Partner with the procurement office in vendor selection to include evaluating, selecting, defining business engagement, and