Front of House Manager

Note: This is an in-office role for our New York City office. 

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.

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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. 

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $80,000.00-$90,000.00 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identify theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance and other work/life resources
• Leave Benefits: Paid holidays, annual paid time off (includes state/local paid leave where required), company-paid disability (short-term and long-term disability), other leaves (e.g., bereavement, FMLA, ADA, jury duty, military leave, and Parental and Adoption Leave),  Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets