Colleague Services Manager

Colleague Services Manager

Key Purpose

The Colleague Services Manager will lead and oversee all aspects of soft services in a campus environment including, but not limited to reception services, meeting room services, pop up events, hospitality, janitorial, and mail room/ shipping logistics. The ideal candidate for this role must be able to navigate comfortably in a dynamic and fast paced environment while ensuring a consistent, high level of service.

Success Criteria

• Comply with safety rules, policies, and procedures
• Perform work assignments in a team when needed
• Follow all company procedures, policies, and rules
• Take direction and respond to leadership
• Communicate effectively and professionally
• Present a professional appearance and conduct
• Understand customer service and satisfaction

 Key Areas of Collaboration and Influence

• A solid commitment to the guest experience
• Always remember safety first
• Build respectful relationships with all teammates and guests
• Willingness to take directions from all levels of leadership
• Coordinate activities with other internal teams and departments

Ideal Candidate Experience

• Energetic and result driven leader with at least 10+ years of progressive experience in Front of House Services or related hospitality fields. (Experience in a Corporate Services and Hotel Management is a plus)
• Ideally has experience in transforming and building a team, reengineering processes, identify and managing vendors / outsourced engagements, etc.
• Strong pc skills, comfortable using technology to support approach and execution of responsibilities
• Comfortable with learning, operating, and training teams on new technology
• Excellent time management skills and experience with team and event scheduling is a plus
• Must be a team player and committed to working in a quality environment
• Proven track record of customer service satisfaction and outstanding customer services skills
• Excellent verbal and written skills are required
• Perform sensitive and confidential tasks

Key Accountabilities

• Supports the Campus Director and build relationships with key stakeholders
• Effectively manages the Workplace Experience team and program including reception
• Responsible for ongoing auditing of service and operations
• Responsible for the hiring and development of the workplace team
• Responsible for management of janitorial team
• Conducting regular team meetings to discuss operational requirements and develop new ideas for service improvement
• Proactively communicating with the wider team and other service providers to ensure a ‘one team’ ethos
• Responsible for helping to implement new processes and procedures across the campus
• Responsible for understanding the logistics and needs for all pop ups, events, and conferences hosted on site
• Interfaces with corporate clients to ensure satisfactory services are being provided
• Responsible for coordination of required training including industry specific, safety, etc.

Physical Demand & Work Environment

•  Work involves repetitive motions and sitting at a computer for extended periods of time in a general office setting

ISS offers full time employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program based on employment status. The annual salary range for this position is $65000 per year - $70000 per year. Final compensation will be determined based on experience and skills and may vary from the range listed above.

As a global organization ISS Group is committed to making the international community more resilient and just for all people. We encourage diversity and inclusion in their broadest terms, including ethnicity, race, age, gender, gender identity, disability, sexual orientation, religious beliefs, language, culture, and educational background. We look to lead our industry by example and positively influence the market wherever we operate.