Senior Manager, Hospitality

A&O Shearman; New York (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

A&O Shearman, a leading global law firm, seeks a Conference Center Manager in New York. The role involves managing Conference Center operations and client services while fostering a high-quality client experience. Applicants should demonstrate strong management skills, analytical abilities, and a commitment to client satisfaction.

Qualifications

• Understanding of business processes and basic finance principles.
• Ability to meet team financial goals.
• Experience in a managerial role enhancing client service quality.

Responsibilities

• Manage daily operations of the New York Conference Center.
• Oversee staff and business partner services.
• Promote service improvements in collaboration with partners.

Skills

Client Orientation

Process Improvement

Negotiation

Staff Management

Analytical Thinking

Communication

Education

Bachelor's Degree in Business or related field

Job description

A&O Shearman is a new global industry-leading law firm, with 48 offices in 28 countries worldwide.

Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to an inclusive environment, and we provide support and ways of working that help you optimise your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

Department Purpose
Office Operations (Business Services) plays a crucial role in our collective environment by providing best in class operational support for our clients, attorneys and business teams. The conference center and front-of-house teams provide specific convenient, dedicated spaces for internal meetings, employee training, and external events, all within our own full control and at a lower cost than in the local marketplace. The Conference Center Team is focused on facilitating the administration of this collaboration, streamlines communication, and offers flexibility in meeting and event planning, contributing to improved practice group and operational engagement and productivity. The food service teams (including Café and Catering) provide a high level of culinary expertise and service all firm personnel and clients on a daily basis, whether it be a catered lunch, fine dining, large event, or celebration.

Role Purpose
This position is responsible for managing the New York Conference Center and Concierge Servicesincluding management of business partner provided services. Primary responsibilities include day-to-day management of the New York Conference Center services, staff and operations; managementof the of business partner providing services in the following arenas:

• Catering & Food Services
• Reception Services

A key part of this role, underpinning all responsibilities, is the continued enhancement of clientservice levels to white glove levels. This focus will require frequent client contact and obtainingcontinuous feedback.

Role and Responsibilities

• Manage the New York Conference Center services, operations and staff.
• People management responsibilities include hiring, performance, compensation and termination recommendations for line employees.
• Act as the operational liaison between NY business partners’ on-and-off-site managers and with key AOS stakeholders and clients in our NY offices.
• Promote continuous process and service improvement in collaboration with business partners to enhance client experience and satisfaction.
• Collaborate with business partners and colleagues to deliver solutions and innovations that meet AOS expectations for quality, efficiency and cost effectiveness.
• Manage internal client satisfaction procedures including issue resolution; communications; feedback surveys and other research to monitor and report on client experience and satisfaction with services and identify systemic failures.
• Ensure complaints and service failures are addressed in a timely and efficient manner.
• Develop systemic/long-term responses to repetitive problems.
• Build relationships across business services partner’s organizations and within AOS tostrengthen working relationships and facilitate innovation and problem resolution.
• Manage reporting and analysis on business partners’ metrics and performance against agreements.
• In collaboration with Global Procurement and Chief of Staff, Office Operations – Americasroutinely review contracts and ensure business partners adhere to terms and conditions.
• In collaboration with the Chief of Staff, Office Operations - Americas, prepare and monitorbudgets and review and approve invoices.
• Perform such other responsibilities as may be assigned from time to time.
• This role is required to be on-site in the New York office 5 days a week.

Key Requirements

Business Acument and Skills

• Understanding of the business processes and basic business finance, management and accounting principles.
• Demonstrates a superior client orientation.
• Demonstrates cross-functional expertise and the ability to thrive in a highly complex.
• Actively seeks innovative ways to improve processes, products, and client experience.
• Ability to meet individual and team financial goals.
• Ability to successfully negotiate and close a deal

Management Skills

• Delegates tasks, responsibilities and authority effectively.
• Demonstrated ability to actively engage staff addressing retention and performance issues in a timely manner.
• Demonstrates superior judgment and excels at utilizing information to build business case and enact positive change.
• Demonstrates competence in key areas of management including relationship and conflict management, communication, staff direction and motivation, financial control, quality management, risk management, and the achievement of targets.
• Understands the hierarchy and culture of the firm and effectively uses knowledge to deliver innovative solutions.
• Retains objectivity and proper understanding of a problem or situation when placed under conditions of stress.

Communication Skills

• Ability to effectively communicate with executive management, partners, clients, employees and business partners.
• Ability to communicate effectively in a multicultural, multinational environment and mobilize cross-functional high-performance teams.
• Exceptional verbal communication skills.
• Excellent written communication skills.
• Ability to effectively collaborate with others to reach mutually agreeable outcomes.

Analytical Skills

• Ability to identify key data sources and utilize data driven insights to effectively improve business decisions and operations.
• Ability to effectively diagnose and troubleshoot problems that may arise.
• Ability to analyze qualitative data.

Behavioral Traits

• Demonstrates the capacity to manage changing priorities and ambiguity while remaining calm and controlled.
• Demonstrated poise and grace under pressure.
• Communicates a "can do" attitude and positive outlook, minimizing negative behaviors.
• Professional image with ability to form good partner relationships across functions.
• Demonstrates initiative and resourcefulness.
• Demonstrates strong attention to detail.

Team and Independent Worker

• Dedicated to the success of peers and demonstrated willingness to train/mentor.

Equal Employment Opportunity, including Veterans and Disability

A&O Shearman is an equal opportunity employer, including Veterans and Disability. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. This policy applies to all aspects of an individual’s relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.

If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at [e-mail] or call [phone] and ask for HR Transactions.