Hospitality Director of Operations, Vice President

Overview 

JPMorgan Chase is building a new global headquarters in New York City with an iconic exterior design and best-in-class client and amenity space to augment its interiors.  We are seeking to fill the role of  Hospitality  Director of Operations, VP with an experienced hospitality professional that will manage the program, standards, team and customer satisfaction of this department. The amenity services provided will closely align to that of a large hotel that offers an array of guest services, focusing on food and beverage in addition to conferencing.  With projected occupancy of 10,000 employees and visitors daily, all amenity spaces will be active throughout the day and evening. 

 

RESPONSIBILITIES:

 

• Manage CC2 teams to provide best-in-class hospitality experiences within our Client Centers.
• Develop and maintain positive relationships with the other departments within the firm to ensure excellent Catering offerings and service are relevant to host and client needs.
• Direct the budget management for the center, ensuring budgets are complete and accurate.  Review expenses and CSAT on a monthly basis to ensure maximization of guest satisfaction to meet strategic business plans.
• Develop and implement action plans for Client Center improvement strategies that support Amenity Services strategic direction.
• Monitor and conduct frequent user sessions to garner feedback, and develop action plans with aim to innovate and improve services provided.
• Create CC2 strategic plan and road map.  Markets the plan, programmed milestones and initiatives to continually improve services.
• Maintain relationship with vendors, suppliers and other stakeholders to ensure Amenity Service goals are achieved.
• Drive innovation in programing to maintain an efficient and fresh approach to all aspects of the business.
• Conduct ongoing competitive review of retail and industry trends, competitive landscape and innovation to define program strategy.
• Travel as required for trainings, tradeshows and business needs.
• Foster a positive work environment that encourages teamwork, communication, and professional development.  This position manages a large team and is required to maintain a premier work environment for our CC2 employees.

 

SCOPE:

Work closely with all other aspects of Amenity Services and their customers. This position will provide the interface between Amenity Services and our internal stakeholders to ensure the efficient and customer focused management of CC2 across our new headquarters.  Problems have to be resolved often within very tight time frames requiring the ability to remain focused and communicate thoughts clearly and concisely among peers and senior management.  Be able to demonstrate the ability and have the experience to create and execute strategic initiatives for Amenity Service regionally.  Create and manage action plans for top service provided to our internal and external guests.  Drive program innovation in all aspects of service, culinary, beverage, event management, satisfaction scores and technology to incorporate latest trends that drive exceptional employee and client experiences.

 

 

KNOWLEDGE AND SKILLS:

• Bachelor's degree required, Master's degree preferred.
• 10+ years recent and relevant management experience in luxury hospitality industry.
• Multi-site management experience required, banqueting experience preferred. 
• Strong client focus
• Ability to influence and inspire a large team at varying levels of experience, candidate presenting themselves with an uplifting, positive personality as well as presenting a high degree of confidentiality
• Strong business management, analytical, and presentation skills
• Excellent communication skills – oral and written to develop written correspondence and presentation materials.
• Ability to develop long term program strategies.
• Project Management skills.
• Strong interpersonal/relationship skills
• Organized, detail oriented, multi-tasking self-starter who is comfortable solving problems independently

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. M