Senior Hospitality & Facilities Operations Lead

RR Donnelley & Sons; Los Angeles (CA); On-site; USD 99,000 - 159,000; Full time

Benefits offered by this job

Life insurance

Parental leave

Paid time off

Tuition assistance

401(k)

Job summary

Williams Lea in Century City, Los Angeles, seeks a Senior Hospitality Site Manager to lead a multi-service team delivering white-glove hospitality, workplace, and business support in a fast-paced law firm environment. You will manage day-to-day operations, client relationships, budgeting, reporting, and development of the team while ensuring exceptional service for attorneys, guests, and staff.

A strong hospitality mindset and professional presence are essential.

Qualifications

• Bachelor's degree or equivalent experience is required.
• Over 6 years' experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment.
• Demonstrated record implementing solutions that improve contract performance or client satisfaction.
• Excellent client service skills with a service-minded approach toward the client.
• Proven experience delivering and managing complex multi-service solutions for clients.
• Minimum of four years of financial management experience; able to manage day-to-day and strategic decisions that impact P&L.

Responsibilities

• Oversee contracted operations to meet client needs and support employees.
• Lead client team through full lifecycle of direct and indirect reports, including hiring, onboarding, training, and development.
• Ensure policy and SLA compliance, and use corrective action when necessary.
• Communicate regularly with employees and hold team meetings to discuss expectations, performance, and progress.
• Foster cross-training to optimize service delivery and client outcomes.
• Establish and sustain quality service delivery through SOPs, account planning, and metrics.
• Utilize Engage for client reporting and drive data-informed decisions.
• Drive continuous improvement and escalate issues with proposed solutions.
• Manage staffing and workflow, justify headcount, and allocate resources by shift or service line.
• Review monthly P&L and labor allocations; manage overtime and time-off.

Skills

People management

Client service

Leadership

Operations management

Communication

Attention to detail

Problem solving

Team development

Staffing & scheduling

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

Williams Lea in Century City, Los Angeles, seeks a Senior Hospitality Site Manager to lead a multi-service team delivering white-glove hospitality, workplace, and business support in a fast-paced law firm environment. You will manage day-to-day operations, client relationships, budgeting, reporting, and development of the team while ensuring exceptional service for attorneys, guests, and staff.

A strong hospitality mindset and professional presence are essential.