WORKPLACE EXPERIENCE MANAGER

Compass Group USA; Houston (TX); On-site; USD 80,000 - 85,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance/ AD

Disability Insurance

Retirement Plan

Paid Time Off

Holiday Time Off

Associate Shopping Program

Health and Wellness Programs

Discount Marketplace

Identity Theft Protection

Pet Insurance

Employee Assistance Program

FSAs

Personal Leave

Job summary

Rapport, a specialized division of FLIK Hospitality Group and part of Compass Group USA, seeks a Workplace Experience Manager to elevate in-office experiences for employees and visitors in Houston. The role focuses on delivering exceptional hospitality, coordinating services across multiple vendors, and aligning with corporate standards.

The WSL will manage day-to-day operations, advocate for improvements, and lead events while maintaining a welcoming environment and strong client relationships.

Qualifications

• A passion for delivering Platinum Service and Service Excellence standard to provide transformational service in hospitality.
• Professionalism with integrity and respect for others.
• Ownership mindset and accountability beyond job domain.
• Ability to work under pressure and juggle multiple tasks with visitors present.

Responsibilities

• Act as the primary onsite workplace corporate services contact for the location.
• Coordinate with client services groups and vendor partners to ensure service delivery.
• Support pantries, catering, conference rooms, and general office readiness.
• Identify issues quickly and drive follow-through to resolution.
• Provide a welcoming, hospitality-led office experience and engage with employees and visitors.
• Coordinate events and employee engagement activities with internal and external partners.
• Maintain relationships with business owners and vendors to align with corporate guidelines.
• Communicate effectively with onsite leadership and vendors to ensure a 5-star workplace experience.
• Update SOPs and workplace documents as required.

Job description

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WORKPLACE EXPERIENCE MANAGER

Salary:$80000 - $85000 / year

Other Forms of Compensation: bonus

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You'll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it's a meaningful career.

Job Summary

The primary function of the Workplace Services Lead (WSL) is to provide the highest levels of client care and service to employees and visitors to maximize the in-office experience. The WSL will have a presence in public areas and will regularly inspect them to make sure that these areas are maintained up to standard. Workplace Services Lead serves as the central point of contact for workplace-related services, to support global alignment and consistent service delivery. They help employees navigate day-to-day workplace needs with ease by providing clear guidance, coordinated support, and timely resolution of service requests. Acting as trusted advisors within the office environment, they proactively address concerns, oversee workplace amenities, and help ensure a welcoming, productive setting where employees feel supported and able to focus on their work. In smaller and mid-sized offices, these roles also act as an important link between local business needs and GCSD, helping maintain service standards while adapting to evolving site-specific requirements through collaboration with internal partners and external vendors.

Key Responsibilities:

• Act as the primary onsite workplace corporate services contact for the location.
• Connect business stakeholders with appropriate client services groups and vendor partners.
• Support pantries, catering, conference rooms, shared spaces and general office readiness.
• Identify and upscale issues quickly while driving follow-through to resolution.
• Help deliver a welcoming, polished and hospitality-led office experience.
• Provide lighter-volume community support such as tours, new-joiner orientation touchpoints and small engagement activities when relevant.
• Develop a strong understanding of the client’s culture, values, and business priorities.
• Build trusted relationships with business leaders, local office stakeholders, and GCSD partners.
• Operate with a hospitality-first mindset and deliver a highly responsive service experience.
• Proactively identify office issues, service gaps, and improvement opportunities.
• Coordinate across multiple service lines and vendors to resolve issues end-to-end.
• Maintain a visible onsite presence and strong awareness of daily office conditions.
• Manage and develop relationships with key business owners within the workplace and ensure operations are aligned with corporate guidelines.
• Ability to effectively communicate with the onsite leadership and vendor partners to ensure a 5-star workplace experience.
• Update SOPs and other Workplace documents when required.
• Ensure the complete and timely coordination of events while anticipating project needs and prioritize work.
• Communicating requests to the appropriate internal support departments including:
• Liaison to IT team to ensure maintenance of AV services
• Communicating with landlord on facility issues
• Provide landlord with vendor COIs
• Manage relationship with facility vendors (HVAC etc.)
• Facilitate requests and planning for other BNY Mellon business lines to use Wellesley facility for client or internal events.
• Oversee logistics and support communications for all Employee Engagement activities (e.g., employee appreciation events, holiday parties) and coordinate holiday display.
• To champion any available on-floor, Sustainability practices in order to reduce overall environmental footprint, including recycling programs.
• Having a thorough understanding of the Firm’s emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
• Follow all safety procedures to ensure a safe working environment.
• Manage HR compliance posters.
• Complete scheduling and payroll.
• Providing tours of facility when needed for clients or visitors from other areas of BNYM.
• Back up reception coverage.

Preferred Qualifications:

• A passion for delivering the Platinum Service and Service Excellence Standard to provide transformational service in hospitality.
• A consistently professional approach, including a strong sense of self- respect and integrity, as well as respect for and interest in others.
• A mindset to take ownership and responsibility within and outside one’s job domain.
• The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
• Excellent listening and oral communication skills.
• Basic computer skills and knowledge of office technology / equipment.
• Self-confidence, willingness to learn, and feeling comfortable with change and coordinating change.
• Is open and receptive to feedback, shares and actions.
• To be an advocate for innovation, constantly looking for new ways to improve quality, services and amenities offered to guests.
• Is empowered to make decisions, guide behavior and escalate issues appropriately.
• Excellent oral and written communication skills.
• Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
• Discreet, ethical and committed to maintaining a high degree of confidentiality.
• College degree preferred. Three years' experience in a client service/reception capacity or Concierge within a hospitality or corporate environment.

Rapport is a specialized division of FLIK Hospitality Group and a member of Compass Group USA

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Rapport maintains a drug-free workplace.

Associates in Rapport are offered many fantastic benefits.

• Medical
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Personal Leave

Rapport a specialized division of FLIK Hospitality Group