Guest Services Manager

Building a Brand Starts with a Story

Learn more at www.firstagency.com

What You Would Get To Do

The Guest Services Team Lead will assume a key role within the organization by leading and motivating colleagues in a way that enhances working relationships and encapsulates FIRST values and our client’s brand. The individual will ensure the guest services team delivers exceptional service to our clients through best in class customer service, positivity and delivers world-class events that exceed client expectations. Along with other FIRST team members, the Guest Services Team Lead will represent the FIRST Solutions brand on-site within a well-known tech company. This position is ideal for a corporate event planning professional with prior experience managing and motivating team members.

Your Contributions

• Directly manage the team of direct reports including receptionists and hospitality ambassadors
• Manage direct report scheduling day to day and as needed for larger-scale events/full venue buyouts.
• Handles guest related escalations
• Develop, mentor, and provide feedback to team members on an ongoing basis
• Oversee workload of the team ensuring day-to-day understanding of capacity/pressure points and assisting/offering guidance on event registration and guest services
• Manage vacation schedules, ensuring appropriate team coverage, and review all expense reports
• Oversee the on-boarding/off-boarding process and training for all employees
• Ensure team adheres to standard operating procedures and compliance processes
• Manage and promote communications to all team members to ensure maximum efficiency
• Partner with FIRST People & Culture on all company initiatives, recruiting, and employee relations matters
• Ensure the team maintains positive relationships with clients and anticipate and address potential risks
• Ensure the team is providing value to clients and seeking value-adds where possible
• Partner with the client on various strategic initiatives and projects
• Encourage and motivate the team to be knowledgeable of best practices and services, and to be proactive with ideas and creative solutions
• Enjoy multi-tasking at a fast pace while having an impeccable eye for detail to ensure accuracy and efficiency.
• Demonstrate confidence, professionalism, responsiveness and exceptional customer service skills.

What We Are Looking For

• 5-7 years of experience in a similar role
• Strong people management skills with the ability to lead by example
• Excellent written and oral communication skills at all levels
• Decision maker and problem solver with a collaborative/team-player attitude
• Positive and caring approach to team management
• Experience working cross-functionally with all levels of stakeholders in a fast-paced environment
• Creative pr