Receptionist Team Operations Manager
hace 4 días
New York
Job Description This role is internally known as "Hospitality Team Manager" Our Company: Transition Management Corporation (TMC) provides industry-leading engineering staffing, integrated facilities, and project management services at many of the finest hotels and companies across the US. Since its inception in 2004, TMC has provided these services at landmark locations including Point72 Asset Management, The Baccarat Hotel and Residences, The Aman New York, 1 Hotels, and Auberge Resorts. Position Overview: We are seeking an experienced Hospitality Team Manager with high-volume office management experience to oversee the daily operations of the hospitality and reception team at Point72's New York office. The successful candidate will manage a team of 12-15 receptionists and hospitality coordinators, ensuring that all guest experiences, conferences, meetings, and related events are executed seamlessly and to the highest standard. The Hospitality Team Manager is responsible for leading the front-of-house reception and hospitality teams while collaborating closely with cross-functional teams, onsite vendors, and internal stakeholders. The Hospitality Team Manager will report to the AGM of Hospitality and partner closely with that role to align daily operations with broader strategic goals. The Hospitality Team Manager will maintain a strong working knowledge of all reception and hospitality coordinator responsibilities to effectively train, support, and develop the team while ensuring seamless coverage and operational continuity. In this hands-on role, the Hospitality Team Manager will learn all aspects of how the team functions, not only to effectively manage, train, and support the team with in-the-moment questions but also to provide coverage when it becomes periodically necessary. A significant part of this role is focused on people: recruiting, onboarding, training, coaching, and building a strong, energized, and respectful team. The Hospitality Team Manager will help attract and develop service-minded talent, create a welcoming and consistent onboarding and training experience, and foster a culture where team members feel encouraged, supported, and excited to grow. This role is ideal for someone who thrives on coaching others, boosting team morale, recognizing great work, and helping individuals build confidence and capability. Through clear standards, active engagement, and a genuine passion for service, the Hospitality Team Manager will cultivate a high-performing team rooted in professionalism, accountability, teamwork, and service excellence. The following responsibilities and duties are subject to change at any time at management's discretion, based on business and client needs. Key Responsibilities: Reception & Hospitality Management: • Oversee the front-of-house reception and hospitality team, inclusive of setting schedules, providing coverage, reviewing timesheets, approving overtime, and managing performance., • Ensure a seamless and professional experience for employees and visitors., • Maintain high standards of service and professionalism in the reception area, coordinating with security and building management as needed., • Manage conference room reservation conflicts with the highest level of professionalism and decorum., • Engage directly with end users to address requests or concerns., • Serve as a visible leader, providing hands-on support to the team during peak periods, high-volume visitor activity, large meetings, and events., • Audit current processes and systems and propose enhancements that drive efficiency, a positive customer experience, and innovation., • Maintain high standards of service, appearance, discretion, and professionalism across the team., • Act as a first point of escalation for reception and hospitality-related issues, resolving matters directly when appropriate and escalating more complex or sensitive issues to the AGM., • Oversee an effective plan that ensures reception desks, hospitality spaces, conference areas, and guest-facing environments remain clean, organized, stocked, and presentable at all times., • Support coordination with onsite catering and food service teams to ensure meetings, conferences, and hospitality requests are executed consistently and professionally. Team Leadership, Recruiting, Training, and Development: • Support recruiting efforts for reception and hospitality roles, including interviewing candidates, assessing service orientation, and partnering with management on hiring recommendations., • Lead onboarding for new team members, ensuring they understand service expectations, operating procedures, systems, workplace norms, and the client's standards of professionalism., • Provide consistent and standardized hands-on training and continuous coaching to ensure team members are prepared to perform their roles effectively and consistently. Maintain, update, and reinforce training materials, standard operating procedures, checklists, and daily reference tools., • Build team cohesion through regular communication, team meetings, coaching conversations, recognition, and development-focused feedback., • Assess team performance, identify skill gaps, and partner with the AGM to create development plans where needed., • Promote accountability, consistency, and professionalism across the team while fostering a positive and service-focused team culture., • Ensure team members are cross-trained where appropriate to support coverage, flexibility, and continuity of service. Process Improvement and Service Standards • Audit daily processes, procedures, and systems to identify opportunities to improve efficiency, service quality, communication, and the end-user experience., • Recommend operational enhancements to the AGM that support consistency, scalability, and hospitality excellence., • Help implement approved process changes, ensuring the team is properly trained and communication is clear., • Monitor recurring service issues or operational gaps and work with the AGM to address root causes., • Support the development and refinement of standard operating procedures for reception, hospitality, conference support, and guest services. Project and Initiative Support: • In partnership with the AGM, develop and present projects that improve end-user experience and further refine the Hospitality function., • Own the rollout of any approved Hospitality initiative, driving deliverables, team management, end-user communication, and training materials., • Provide day-of event coordination, ensuring successful execution. Facilities Support: • Assist facilities staff to support all building and business services (i.e., janitorial, onsite maintenance, food services, A/V, HVAC, and repairs), ensuring prompt resolution of any issues., • Ensure compliance with health and safety regulations and company policies., • Assist with administrative tasks and ad hoc projects as needed, including data entry and filing. Events Collaboration: • Develop and maintain strong working relationships with the Events team, various vendors, and third-party partners., • Act as a partner to the Events Manager and other internal stakeholders for the planning, coordination, and execution of large company-sponsored events. Qualifications: • Bachelor's degree in business administration, hospitality management, or related field, • 3+ years of experience in events, facilities management, workplace experience, and/or hospitality management in a corporate setting, • 3+ years of experience managing and developing a dynamic team, • Demonstrated ability to recruit, onboard, train, and develop a cohesive team of effective, service-focused employees, • Strong project management skills, with the ability to manage multiple priorities in a fast-paced environment, • Excellent communication and interpersonal skills, with an ability to interact professionally with all levels of staff and clients, • Proven experience managing relationships with vendors and service providers, • Tech proficiency, including Microsoft Office Suite and experience translating spreadsheet data into charts and presentations, • Strong organizational skills and attention to detail, • Ability to work independently and maintain a positive attitude in a fast-paced environment, • High level of accountability and ownership in all tasks and projects, • This role can be an ideal next step for a bank manager or administrative lead looking to get into the financial industry This is an exempt role. Salary range: $93,600-$99,840 annually, depending on experience *Transition Management is an equal opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.* Hourly rate $93,600—$99,840 USD
