CONFERENCE SERVICES MANAGER-1296198

The Conference Services Manager (CSM) is responsible for establishing and ensuring a consistently warm, welcoming, and professional atmosphere for all employees and visitors at BNY Mellon. The CSM will be in public areas including the Lobby, Meeting Rooms, and Communal Areas and will regularly inspect them to ensure these areas are maintained up to standard. The CSM oversees the coordination and support for all events and meetings, in addition to supporting the day-to-day operations of the office, including lobby & reception duties when needed.

Job responsibilities
Acting as an overall Hospitality Services resource to guests, visitors, and employees. Oversee day to day operations for Conference Center and lobby of 2 buildings
Responsible for leading and supporting every team member so they have the proper tools, training and understanding of how to be fully engaged in greeting guests and visitors with enthusiasm and creating a remarkable experience.
Responsible for creating and managing the daily/weekly schedule assuring appropriate coverage during breaks and call outs.
Responsible for leading Daily Stand Ups in accordance with established standards.
Create relationships with clients/employees of the floor and maintain an open dialogue.
Facilitates requests and planning for other BNY Mellon business lines to use onsite facilities for client or internal events.
Ensure the complete and timely coordination of events while anticipating project needs and prioritize work.
Reviewing and committing to memorize the profiles of VIP guests expected for the day
Recognizing and welcoming VIP guests using service excellence standards
Walk throughs before scheduled meetings to confirm Audio/Visual equipment, catering and room setup is attained before event.
Update and create SOPs and other Conference Center/Hospitality documents when required.
Communicating requests to the appropriate internal support departments.
Liaison to IT team to ensure maintenance of AV services.
Communicating with facilities on facility issues and following up when necessary
Manage relationship with facility vendors (HVAC etc.)
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.
Complete scheduling and payroll.
Providing tours of facility when needed for clients or visitors from other areas of BNYM.
Responsible for recruitment, training, and onboarding when necessary
Maintain accurate records of time keeping; sick, vacation time etc.
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
Ensuring knowledge of proper escalation procedures Works closest with the General Manager, or other client contacts, and building personnel, always ensuring smooth transitions at each stage of the operation.
All other duties as assigned.

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.