Director of Hospitality

Role Purpose

The Community Director is responsible for driving an excellent client experience through world-class hospitality and operation for the client's two U.S. headquarters. As Community Director you will have full responsibility for all Facilities & Workplace services, your clients' satisfaction and office experience.

You will become the heartbeat of the workspace, living, and breathing the client's core values and strive to achieve their mission throughout the two client sites that will be under your care. The Client's main priorities for these two new office sites are:

• Attracting talent through an office that is located in an amenity rich location with a diversity of work settings to fit different needs and work styles.
• Bringing employees back to the office with a full-service operation that feels like a 5-star hotel experience
• Retaining talent through an office environment that is inclusive, vibrant and has excellent services including a high-end coffee barista experience, grab and go upscale snacks, doctor's office, fully stocked restroom facilities, game room, mother's room and tranquility/prayer/yoga room.
• Introducing employees to a new way of collaborative working with quiet head down space, focus space, formal and informal meeting spaces, no assigned desks and no private offices.

Part of a strong team reporting to the Senior Director of Operations, you will deliver to your clients agreed specification but also look beyond this to take all opportunities to demonstrate Instant as a best-in-class, complete office solution. You will network within your clients' organization to achieve excellent relationships, delivering Instant's values and keeping a firm focus on the statutory and commercial aspects of each contract. You will drive opportunities to create client satisfaction, innovation, and profitability.

You will have three direct reports under your management - two Office Coordinators/Concierges and a Community Manager. In addition, you will be overseeing the work of third-party suppliers that will provide services to the office including cleaning/maintenance/mailroom/AV tech/barista. You will be responsible for motivating and communicating clear expectations of Instant values and performance metrics to this core team.

You will be reporting the performance of the sites and adherence to SLAs on a monthly and quarterly basis both internally to the Senior Director of Operations and externally to the Client's FM team. Preparation of accurate reports and clear communication of office performance metrics, issues and steps taken to correct issues will be central to your success.

You will be responsible for the P&L and budget for both sites. You will work with the accounting team to create accurate P&L reports monthly for review by the COO/CFO, Finance Director and VP of Delivery Solutions.

Key Responsibilities

Community Management

• Client Account oversight of 3 In addition to the Durham, NC office, responsible for operations teams which deliver workplace experience at a Philadelphia office and a Washington D.C. office.
• Create a welcoming and collaborative workplace through proactive management and by building outstanding relationships with all stakeholders.
• Proactively ensuring the workplace is fully operational, and processes are running
• Ordering items for the client and Instant use
• Logging helpdesk jobs and providing reporting ad hoc and regular- ensuring follow up and proactive management of jobs.
• Liaising with suppliers and members of the broader outsourced team including cleaning and M&E teams
• Managing budgets
• Undertaking regular quality checks/audits and ensuring customer satisfaction
• Any other ad hoc duties required supporting the employee journey and delivery of
• Event Management, you will play a key role in supporting and organizing company-wide events
• Ensuring a 5* hospitality experience for all employees and
• Management of five team members across three properties, at the current

Account Management

• Ensure all hard & soft facilities services are delivered to specification and planned/reactive activities meet SLAs and agreed process, cost & reporting requirements. Make interventions as required.
• Create excellent relationships with outsourced or client suppliers, driving performance, communication, and motivation.
• Proactively address service issues, complaints/escalations, or failed visits, including agreeing action plans with all stakeholders as needed.
• Manage landlord services & third party/tenant relationships; ensure service charge obligations are
• Deliver to an Account Management Plan: develop client relationships with decision makers/influencers creating trust and ease of business.
• Support incident management, including out of hours on a rotation basis: Take ownership for client communication, service providers' response and any Incident Reports/handover notes.
• Provide accurate and useful monthly/quarterly internal/external
• Responsibility for commercial activity on your portfolio: Review and scrutinize all costs, assess value, need and priority. Seek approval from clients for recharges with confidence and understanding.
• Identify opportunities for selling additional services and facilitate their
• Ensure adherence to all regulatory Compliance and H&S
• Managing a team of Office Coordinators/Concierges and a Community

Background and Experience

• At least ten years of experience in workplace experience and
• You will be a natural and confident communicator, with exceptional interpersonal skills and the ability to build relationships at all levels.
• Superior client relationship management skills, with an awareness of Account Management
• Great hard & soft Facilities Management experience Working technical knowledge expected.
• Experience in managing effective and positive relationships with outsourced suppliers, Helpdesk
• Good working knowledge of H&S in the workplace is
• Experience of property operations in a retail or hospitality environment is advantageous.
• Previous incident management experience/responsibility would be
• Experience of creating operational reports for external
• An enthusiastic, personal and proactive approach to service delivery and customer satisfaction

Key skills and Competencies

• Excellent relationship building skills, with the ability to challenge, influence and give advice to
• You are able to create positive working relationships at all levels with internal and external
• You are proactive, flexible and hands-on. Your problem-solving abilities inspire confidence &
• You can be depended on in an emergency, keeping a cool head to coordinate an incident
• You will be open to travel and flexible to changing priorities - travel to Philadelphia client site once per quarter. You are able to manage multiple tasks and prioritize workload effectively, particularly across multiple locations
• You take ownership for your output, results and client feedback
• Good commercial You will be required to take ownership of financial matters for your clients.
• Engaging personality, with confidence in your abilities but a willingness to learn & improve

Measures of Success

• Client satisfaction/feedback
• Managing planned and reactive work on your portfolio within SLAs/KPI's
• Revenue generation / commercial management / meeting project budgets
• Delivery to Account management plan
• Delivery to Supplier performance framework