The Onsite Manager - Receptionist & Concierge Team is a pivotal role that combines exceptional customer service, leadership, and operational excellence for a leading Hospitality client.
Requirements
- Provide a warm, polished, and professional welcome to all employees, visitors, and vendors
- Anticipate and proactively address employee and guest needs to deliver memorable and high-touch experiences
- Maintain a clean, organized, welcoming, and well-stocked reception area and common spaces
- Support new hire tours and assist with visitor or group arrivals as needed
- Stay informed about building activities, workplace updates, and local resources that may support employees
- Assist with monthly tabling events to promote concierge services and engage employees
- Ensure the front desk is never left unattended
- Aid with maintaining site security by strictly adhering to and enforcing established procedures, managing logbooks, and issuing visitor badges
- Enter service requests accurately and maintain complete and timely records in the appropriate systems
- Maintain a working knowledge of building operations, workplace policies, and available services to assist with facilities-related requests and coordinate follow-up as needed
- Serve as a trained backup for remote switchboard coverage when needed
- Support personal and convenience-related requests (e.g., travel, reservations, gift ideas, event planning, household services) with discretion; coordinate with local vendors to identify employee offerings, discounts, and resources
- Research local events and experiences to support employee engagement, while building partnerships with local vendors to provide onsite services, discounts, and offerings
- Communicate effectively with the onsite team regarding daily operations, service needs, and employee feedback
- Adapt to changing priorities and business needs while maintaining service standards
- Support operational improvements by sharing observations and ideas to enhance employee experience
- Achieve monthly targeted goals and service metrics as assigned
- Assist in the development and continued maintenance of Standard Operating Procedures
- Perform other job-related duties as assigned
- Lead and manage three distinct service teams, including the onsite Greet Hub team in McLean, VA, Memphis, TN, and the remote switchboard team, ensuring operational consistency, aligned service standards, seamless communication, and a unified hospitality experience across all locations
- Oversee uninterrupted front desk and switchboard operations by developing daily coverage strategies, managing staffing contingencies, coordinating backup support, and adjusting priorities based on business needs, call volume, and onsite traffic
- Manage and develop onsite and remote team members through onboarding, training, coaching, performance management, and ongoing accountability to ensure consistent service delivery and operational excellence
- Ensure seamless operational execution through effective communication, oversight of open requests, follow-ups, case management, schedule adherence, and clear documentation across all workstreams
- Lead the visibility, promotion, and continued evolution of concierge and workplace hospitality services, ensuring all programs, interactions, and initiatives align with client expectations and Circles service standards
- Partner with leadership and client stakeholders to identify service enhancements, operational efficiencies, reporting improvements, and SOP development/refinement to support program growth and consistency
- Build and maintain strong relationships with employees, client stakeholders, workplace partners, and cross-functional teams through proactive communication, responsiveness, and elevated hospitality leadership
- Analyze service trends, operational challenges, and engagement opportunities to provide recommendations that enhance the employee experience and strengthen client partnerships
- Drive participation and accountability in company initiatives, including recognition programs, training compliance, engagement activities, quality assurance efforts, and organizational initiatives
- Ensure all verbal, written, and digital communication is professional, timely, solution-oriented, and reflective of both client brand standards and Circles hospitality expectations
- Adapt to changing priorities and business needs while maintaining service standards
Benefits
- 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
- Unlimited PTO
- Paid holidays
- One paid day off per year to volunteer
- Access to discount programs
- Four-week paid sabbatical every five year!
- HSA/FSA account eligibility
- Access to Employee Assistance Program
- Access to Employee Benefit Resource Groups that provide ongoing learning and mentorship opportunities
