About Circles Culture:
The Circles culture is an inclusive environment that encourages self-expression and individuality. Creating a space for open communication, respect and job development empowers our employees to pursue their career goals and advance personally and professionally. Circles prioritizes the wellbeing of our employees so that our consumers experience that same level of care.
The Greet Hub Onsite Manager is a pivotal role that combines exceptional customer service, leadership, and operational excellence for a leading Hospitality client. As the Onsite Manager, you will oversee the Concierge and Switchboard team, ensuring they provide white-glove service to employees and guests while maintaining professionalism and enthusiasm. This role is highly visible within the onsite operations and plays a critical part in client relations, project management, people management, and communications. You will be responsible for leading a dynamic team while fostering the client relationships, and driving operational excellence between the two by creating and implementing Standard Operating Procedures (SOPs) and supporting facilities requests.
This is a full-time, onsite, Monday-Friday role. Hours are based on availability for on-call coverage, and the salary range for the position is $58,000.00 - $63,000.00 per year.
If you are passionate about exceeding customer expectations, leading by example, and creating a positive work environment, we invite you to join our team and make a meaningful impact on our concierge services!
Key Responsibilities:
People Management
- Provide effective leadership, guidance and motivation to the Concierge team to provide outstanding customer service.
- Delegate responsibilities, schedule team members, and monitor their performance.
- Supervise daily activities by delegating tasks, scheduling, prioritizing activities, and upholding operating standards.
- Maintain a positive and professional team atmosphere.
- Handle disciplinary matters according to HR policies and procedures.
- Build the biweekly concierge schedule and address onsite coverage gaps by negotiating coverage with the concierge team and personally filling gaps when alternative coverage cannot be secured.
- Act as an ambassador of company culture by promoting engagement and encouraging active participation.
Project Management
- Collaborate with the team to identify and implement quality improvements.
- Ability to manage, delegate assignments and ad-hoc projects as needed.
- Initiate and oversee new projects and initiatives related to concierge services.
- Ensure monthly goals are met and track and report on events, trends, performance levels and metrics.
- Align company service standards to client needs and support projects through successful implementation.
- Collaborate with local vendors to expand onsite services for employees.
Client Relations and Communications
- Deliver best-in-class customer service in a fast paced, structured environment by providing for employees and guests.
- Build and maintain positive relationships with clients, employees, and internal stakeholders.
- Address client or guest concerns promptly and professionally.
- Communicate essential information from the corporate office to the team.
- Maintain a comprehensive understanding of corporate office events and communicate relevant information to the team.
- Foster meaningful relationships through informed conversations with employees and guests via in-person interactions, phone calls, and emails.
Implement Standard Operating Procedures (SOPs)
- Creating SOPs and providing ongoing training
- Train team members on SOPs and ensure compliance.
- Deliver and provide new hire and ongoing training to employees
- Support achievement of site performance goals in productivity, customer satisfaction, and partnerships.
Supporting Onsite Services
- Coordinate facilities requests from employees and guests efficiently.
- Warmly greet arriving employees and guests with enthusiasm and professionalism.
- Identify problems promptly and take immediate corrective action.
- Handle inbound calls from external customers and connect them to the appropriate corporate contact.
- Support event setup and breakdown.
- Research and assist with personal travel, gift recommendations, event planning, and household service requests.
- Other Duties as Assigned
Job Specific Competencies:
- Inspire and motivate the team (remote and onsite) to work cohesively.
- Communicate clearly in both verbal and written forms.
- Provide effective coaching and mentoring skills.
- Build professional relationships and maintain a positive image.
- Prioritize tasks and manage time effectively.
- Resolve conflicts and initiate solutions to improve productivity.
- Maintain a consistently approachable and professional image.
- High school diploma or GED required.
- 3+ years of office administration, luxury hospitality, luxury retail, travel industry or luxury residential concierge experience preferred.
- 2+ years of people management experience.
- Excellent computer skills in a Microsoft Windows environment. Must include knowledge of Excel.
- Knowledge in Kastle is a plus.
- Experience in client relations.
- Must have reliable transportation.
- Medical, dental, vision insurance starting the first day of the month after hire
- Long term and short-term disability insurance paid for by Circles
- 401k with match
- Life insurance paid for by Circles
- Paid time off
- Paid holidays
- One paid day off per year to volunteer
- Access to discount programs
- Four-week paid sabbatical every five years
- HSA/FSA account eligibility
- Access to Employee Assistance Program
- Access to Employee Resource Groups that provide ongoing learning and mentorship opportunities
