Job description
Reporting to:
- Global Hospitality Services and Conference Manager
Overall purpose of role:
Management responsibility of the US Rapport Operations across all client locations, and to ensure that all policies, procedures, and functions are followed and that all operations are operating at maximum efficiency.
Management responsibility of the US Rapport Operations across all client locations, and to ensure that all policies, procedures, and functions are followed and that all operations are operating at maximum efficiency.
Personal profile:
- Self-Starter and client focused
- Able to lead and motivate teams
- Excellent written and verbal communications skills
- Ability to coach and develop team members
- Can instil strong team spirit
- Passion for service excellence
- Ability to develop strategy and innovation
- Strong Financial acumen
- Excellent communication skills
- Impeccable personal presentation
- Strong Power Point Skills
My service commitment:
To my customers and clients
- I have positive and lasting relationships with all my customers and clients
- I act on customer requests and anticipate their needs
- I take every opportunity to improve my customers’ and clients’ experience
- I take responsibility for resolving customer and client issues
To myself
- I take pride in my appearance
- I demonstrate a positive attitude and behave appropriately
- I take the opportunity to continuously learn and grow
To my team
- I create an environment of fun and teamwork
- I ensure uncompromising standards of cleanliness, creating a safe workplace
To my Company
- I am proud to represent my company and my client’s firm
- I am committed to deliver the best levels of service I can, to help my company deliver its service promise
- I am committed to the company’s philosophy
Key responsibilities and Role Specific Information:
The General Manager is responsible of the entire Operations across the U.S. account portfolio.
- Management of U.S. operations including Receptions, Reservations, Community Management, Conference Coordination and Space Management platform Support.
- Manage execution of any key objectives or client projects directed by client and Global Lead
- Provide a high profile, visual presence throughout all U.S. sites in order to build and retain strong relationships.
- Ensure service standards are maintained with target audit score
- Manage performance of onsite team including training development plan and regular performance reviews
- Build and maintain relationships with Executive Committee Admins and High-Level Clients
- Foster strong interdepartmental relations
- To complete all client reports such as the monthly and quarterly reviews and attend client meetings.
- Attention to details for conference centers, meetings, and events.
- Oversee the strategic booking of space within the system to ensure maximum utilization of the facilities.
- Ensure Rapport policies and procedures are being followed.
- Ensure service standards are maintained with target audit scores being achieved.
- Aligning Rapport and the Client Values.
Client Care:
- Regular meetings and presentations with the clients.
- Develop and update forecasts of meeting room occupancy, utilization and provide information which key budget and staffing decisions are made.
- Ability to respond with a sense of urgency to inquiries, questions, proposals, and concerns.
- Anticipate needs and react accordingly
- Create and deliver executive updates and presentations on topics such as: state of business, financial performance, innovation suggestions or any other aspect of the business as needed and in a timely manor
Teamwork and Communication:
- Maintain strong visibility throughout the day
- Ensure regular team talks and 1:1 are conducted at each site.
- Leadership skills should include hiring, supervision, evaluation, and succession planning
- Daily communication with all operations.
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