Hospitality & Workplace Experience Lead

Beacon Hill; New York (NY); On-site; USD 110,000 - 140,000; Full time

Job summary

Beacon Hill in New York seeks a Hospitality and Workplace Experience Manager (Temp-to-Perm) to lead daily guest and employee experiences, oversee reception and concierge, and elevate service standards across the office.

Reporting to the Director, Workplace Services, you will design hospitality strategy, manage budgets and vendors, and partner with IT, Security, and facilities to ensure exceptional client and employee journeys.

Qualifications

• Bachelor's degree preferred.
• 8-10+ years of experience in workplace hospitality, luxury hospitality, executive services, workplace experience, or guest experience leadership.
• Experience leading reception, concierge, or other customer-facing service teams.
• Experience developing service standards, operating procedures, and training programs.
• Experience managing hospitality vendors, catering operations, budgets, and workplace amenities.

Responsibilities

• Develop, execute, and continuously evolve the firm's workplace hospitality, guest experience, and service excellence strategy across all office locations.
• Manage all aspects of the Reception and Guest Experience teams, including hiring, staff development, coordination, scheduling, coaching, and performance management.
• Establish performance expectations, service KPIs, and development plans for hospitality team members to ensure consistent delivery of exceptional service standards.
• Ensure consistent hospitality standards, operating procedures, and employee experience practices across all Aquarian office locations.
• Oversee the end-to-end guest journey, including arrival, meeting experience, departure, and post-visit follow-up, with particular focus on executive, investor, and VIP visits.
• Manage conference services, room readiness, catering operations, pantry programs, and workplace amenities.
• Cultivate and maintain vendor relationships for catering, food service, hospitality, workplace amenities, and events
• Partner with Building Services, Executive Assistants, IT, Security, and other Workplace Services stakeholders to support daily operations.
• Serve as a trusted partner to senior leadership and Executive Assistants in planning and executing high-profile meetings, executive visits, investor events, and other strategic office engagements.
• Develop operating procedures, service standards, and training programs for hospitality functions
• Lead process improvement efforts and ad hoc projects across reception, guest experience services, conference services, and workplace experience
• Monitor hospitality budgets, inventory, and vendor performance

Skills

Leadership

Customer service

Organization

Staff development

Communication

Education

Bachelor's degree

Job description

Beacon Hill in New York seeks a Hospitality and Workplace Experience Manager (Temp-to-Perm) to lead daily guest and employee experiences, oversee reception and concierge, and elevate service standards across the office.

Reporting to the Director, Workplace Services, you will design hospitality strategy, manage budgets and vendors, and partner with IT, Security, and facilities to ensure exceptional client and employee journeys.