Hotel Relationship Manager - NYC Asylee (Notional Opportunity)

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The Hotel Relationship Manager oversees the relationship between the NYC Asylee Flex Program and participating hotel/lodging sites. This role involves managing hotel/lodging operations, ensuring compliance with program requirements, coordinating with hotel/lodging staff, and maintaining effective communication to support the smooth operation and delivery of services to asylum seekers. The Hotel Relationship Manager will report to the Program Manager. The Hotel Relationship Manager must live within a 50-mile radius of the New York City metropolitan area.  

Duties and Responsibilities

• Serve as the primary liaison between the NYC Asylee Flex Program and hotel/lodging/lodging management to ensure effective communication and coordination of services.
• Manage the daily operations of the program at hotel/lodging sites, ensuring compliance with all program policies and procedures.
• Oversee the onboarding and training of staff to ensure they understand and adhere to program requirements.
• Ensure that asylum seekers receive high-quality services, including accommodation, food, medical care, and social services.
• Coordinate with hotel/lodging staff to manage room assignments, housekeeping, maintenance, and security to ensure a safe and comfortable environment for asylum seekers.
• Maintain accurate and timely documentation of all operational activities, including room occupancy, service delivery, and incident reports.
• Conduct regular site visits to monitor the quality of services and address any issues or concerns promptly.
• Develop and maintain relationships with key stakeholders, including hotel/lodging management, property managers, service providers, and program staff.
• Ensure compliance with all legal, regulatory, and contractual requirements, including health and safety standards.
• Participate in regular meetings with hotel/lodging staff and program management to review operations, discuss challenges, and develop solutions.
• Report on program performance, including key metrics and outcomes, to senior management.
• Address and resolve any conflicts or issues that arise between hotel/lodging staff and asylum seekers.
• Implement and monitor quality assurance processes to ensure the highest standards of service delivery.
• Perform any other duties as required to support the successful operation of the NYC Asylee Flex Program.

Qualifications

• Bachelor’s degree in business administration, logistics, hospitality management, or a related field.
• At least 3 years of progressive experience in hotel management, hospitality, guest services or a similar role, preferably within a social services or humanitarian background.
• Excellent communication and interpersonal skills, with the ability to build and maintain effective relationships with diverse stakeholders.
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities and deadlines.
• Proficient in Microsoft applications (Word, PowerPoint, Excel) and other common office equipment.

Preferred Qualifications

• Experience working with asylum seekers, refugees, homeless or other vulnerable populations.
• Knowledge of NYC health and safety regulations, particularly those relevant to hotel/lodging operations and social services programs.
• Bilingual in Spanish and English (Read, Write, and Speak) preferred.

Physical Requirements

• Ability to work flexible hours, including evenings, weekends and holidays.
• Ability to travel to various hotel