Front of House Manager

The Role

Lead the Front of House operation: Oversee daily conference center, reception, hospitality services for the NYC Midtown office and the future NYC Downtown location, with the Front of House team, and provide additional support across all Metro New York offices as needed.
Deliver an exceptional guest experience: Ensure every client, colleague and visitor receives professional, welcoming, and service-focused experience.
Coordinate meetings and events: Partner with meeting hosts to plan room layouts, catering, technology, signage, security, visitor access, and other logistics for client engagements, meetings, regional gatherings, and colleague events.
Maintain space readiness: Conduct regular inspections of reception areas, conference rooms, pantries, and shared spaces to ensure they are clean, organized, fully supplied, and ready for use. Participate in configuring the rooms into the proper set-ups and cleanup which could include some heavy lifting.
Provide first-line audiovisual support: Coordinate technology readiness and deliver smart-hands assistance for meeting room systems, escalating technical issues quickly to the appropriate support teams.
Manage hospitality and food services: Oversee catering and pantry services, maintain presentation and food-service standards, monitor service quality, and address issues with internal partners and vendors.
Support safety and security: Coordinate visitor management, access procedures, emergency readiness, and physical security requirements in partnership with building management and internal security teams.
Lead people and partners: Manage and develop direct-report colleagues while providing day-to-day direction and performance oversight for third-party service providers.
Manage vendors and budgets: Monitor contracts, service levels, invoices, purchasing, and applicable office budgets, identifying opportunities to improve service quality and cost effectiveness.
Drive continuous improvement: Establish service standards, operating routines, checklists, and feedback mechanisms; use operational data and stakeholder input to identify trends and enhance the Front of House experience.
Partner across the business: Build productive relationships with Facilities Services leaders, business segments, Real Estate, Procurement, Technology, Security, landlords, and other partners to resolve issues and deliver consistent workplace standards.

Qualifications

The Requirements

Minimum of 5-7 years’ experience in similar role
High school diploma or equivalent is required
College/University degree preferred
Proficiency in the use of technology (e.g., MS Office, MS Teams)
Customer service orientation: strong desire to deliver value-added support to external and internal clients, including executive level leadership
Subject matter expertise in hospitality and office support operations within a multi-faceted professional services environment
Highly skilled in managing interpersonal relationships with various constituents and a focus on business productivity
Strong written and verbal communication skills used to effectively in business standard
Demonstrated leadership skills with ability to coach, train and motivate colleagues at various levels
Recognized as a positive change agent in response to changing business dynamics and support requirements
Proven analytical, organizational, and project management skills
Success in the development and implementation of office support processes, procedures and guidelines that drive efficiency and service excellence
Effective influencing skills and ability to impact key stakeholders and satisfactory issue resolutions
Travel will be required between other WTW offices for day-to-day operations, team initiatives or other project-related activities.