HOSPITALITY SERVICES MANAGER

Salary: $75000 - $85000 / year

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career.

Job Summary

The Hospitality Services Manager is responsible for leading a cross-functional team and managing the day-to-day operations. The individual in the role will provide overall planning and direction within the workplace to achieve operations and financial goals, maintain strong client relationships, and ensure we continuously support our communities in our dynamic environment.

Key Responsibilities:

• Leads, manages and inspires a diverse team to provide elevated service to clients and guests.
• Support onsite operations focusing on lobby, reception, catering and conference services.
• Closely manages all activity related to visitors, meetings, catering and events 
• Ensures all decisions are weighed for risk/reward and short/long term implications and thoroughly communicated with the client
• Drives and develops self and team towards building strong relationships with client(s) and achievement of KPIs (profitability, safety, engagement, etc.)
• Assists with the training of new hires, as well as the ongoing training of current staff, to ensure a consistent high level of professionalism among team members 
• Champions development, performance evaluations, succession planning, and has focused on building single- and multi-unit management skills; have full understanding of all roles within operation; supports the team with tools and systems
• Provides input with regards to associate performance, highlighting successes as well as areas for improvement 
• Assist with creating a collaborative environment amongst the team through events and personal introductions.
• Communicate effectively with peers, displaying accuracy and attention to detail both in verbal and written communications.
• Provides recommended new or updated policies and procedures pertaining to the various operations managed by Rapport in tandem with client approval 
• Coordinates weekly staffing schedule including provision for vacation and holiday coverage 
• Ensures all team members adhere to client approved attire 
• Assist in making space reservations using an online tool and escorting guests throughout the office 
• Speak knowledgeably about the office, building, surrounding areas, transportation, local restaurants and other points of interest 
• Coordinate luggage drop-off and pick-up 
• Manage the badge process for employees and visitors according to client standards 
• Ensure the cleanliness of all office space to include open work areas, conference rooms, lobby, and pantries 
• Restock office, and pantry supplies 
• Prepare and maintains conference rooms for executive and client meetings, align all furniture to ensure a welcoming look.  
• Provide general travel support (arranging for transportation, providing directions, etc.) 
• Coordinate and arrange basic office equipment repairs and maintenance 
• Carry out instructions for security, fire, health and safety guidelines 
• Provide first-line support for basic office technology 
• Provide facility tour for the new hires and visitors
• Interface with vendors (catering, AV, etc.) to provide seamless customer support 
• Conduct opening and closing walkthroughs when business requires 
• Availability to work early mornings, late evenings and weekends.
• In office 5x week
• General administrative support 
• Other duties as assigned 

Key Competencies:

• Has the ability to think quickly, analytically, strategically, and accurately
• Shows expert client relationship, influencing, presentation, listening, and communication skills (written and verbal)