Senior Account Manager

Operational Leadership

• Responsible to oversee  day-to-day operations across all service lines with an emphasis on the front-end services that include hospitality, catering, concierge, events, and reception.
• Ensure seamless, high-touch guest experiences aligned with white-glove service standards.
• Implement and manage standard operating procedures, workflow optimization, quality metrics, and service delivery goals.
• Lead continuous improvement initiatives and proactively address operational issues before they escalate.
• Utilize workflow management tools to monitor service delivery and inform staffing decisions.
• Partner with cross-functional teams to ensure integration with client expectations and organizational policies.

Team Leadership & Development

• Manage a growing team of 35+ staff including direct reports from both front-of-house and back-of-house leadership.
• Coach, mentor, and develop staff through the full employee lifecycle: hiring, onboarding, training, goal setting, performance management, and succession planning.
• Foster a collaborative, performance-driven culture that prioritizes learning, client service, and quality.
• Conduct regular team meetings and one-on-ones to maintain clear communication and support staff engagement.

Client Partnership & Service Excellence

• Serve as the primary operational liaison to key client stakeholders, maintaining strong relationships and a proactive service posture.
• Conduct monthly client service reviews, provide reporting, and propose service enhancements.
• Understand the client’s culture and needs to identify additional opportunities for support and solutions.
• Uphold confidentiality, discretion, and professionalism at all times.

Financial & Contractual Management

• Oversee labor allocations, manage time-off and overtime to ensure alignment with billable work.
• Participate in budgeting, forecasting, and invoice preparation to meet contractual requirements.
• Monitor and report on account performance to ensure financial and operational health.

Job Requirements

• 8–10 years of progressive experience in operational leadership within high-end hospitality, luxury hotels, country clubs, catering/event services, or guest services in a corporate or legal setting.
• Proven ability to manage large, client-focused teams (ideally 15–20+ people) in complex, multi-service environments.
• Demonstrated experience implementing process improvements and driving high-quality, service-focused outcomes.
• Strong people management skills with experience overseeing the full employee lifecycle.
• Excellent interpersonal and client-facing communication skills; poised and professional demeanor.
• Experience with budgeting, P&L oversight, and invoice processes preferred.
• Highly organized, detail-oriented, and able to operate with discretion in a fast-paced environment.
• Proficient in Microsoft Office Suite and modern workflow management systems.
• Bachelor’s degree preferred; equivalent experience in hospitality or events management strongly considered.
• Must be fully onsite in New York City