Responsible for providing leadership, operational support, ensuring  Best Practices compliance and client satisfaction. This role is responsible for the training/educating of associates, monitoring operations, maintaining a positive working relationship, and on-going client interface to ensure consistency and continuity of service delivery. Operate within the policies, procedures and established structure to oversee the relationship and manage change. Must possess management skills to handle multiple locations and be able to multitask in high-pressure situations. Strong leadership skills along with communicating effectively with many different types of people.


• Responsible for overseeing a team of Lobby Ambassadors in multiple properties to ensure that overall service delivery is met and exceeds client expectations as measured by client management satisfaction.

• Ensure staffing of the account with trained personnel with appropriate skill sets and high retention rates.

• Monthly meet and partner with client site leadership to discuss Service Level Agreement and Quality results.

• Adherence to client organizational structure, internal processes, compliance and governance policies and procedures.

• Monitor and approve Labor timekeeping weekly.

• Partner with client leadership to discuss issues and recommend solutions quarterly.

• Define, plan and monitor staffing requirements, work schedules and service objectives in accordance with client goals. Recommend adjustments as necessary.

• Continuous improvement and implementation of innovative and best practices.

• Effective communications regarding issues and solutions by TMG leaders with client business units

• Troubleshoot and resolve non-routine customer complaints.

• Hiring, training and evaluating employees in multiple functions; ensure training materials are developed and implemented, and that staff is trained to support the delivery of 5 star service to client staff and visitors.

• Accurate and timely financial reporting.

• Manage service delivery to client standards and identify opportunities to improve quality, customer service and cost performance and execute approved plans.

  • Apply with Adecco

Reference number US_EN_99_020001_379349