Operational Leadership

Responsible to oversee  day-to-day operations across all service lines with an emphasis on the front-end services that include hospitality, catering, concierge, events, and reception.Ensure seamless, high-touch guest experiences aligned with white-glove service standards.Implement and manage standard operating procedures, workflow optimization, quality metrics, and service delivery goals.Lead continuous improvement initiatives and proactively address operational issues before they escalate.Utilize workflow management tools to monitor service delivery and inform staffing decisions.Partner with cross-functional teams to ensure integration with client expectations and organizational policies.

Team Leadership & Development

Manage a growing team of 35+ staff including direct reports from both front-of-house and back-of-house leadership.Coach, mentor, and develop staff through the full employee lifecycle: hiring, onboarding, training, goal setting, performance management, and succession planning.Foster a collaborative, performance-driven culture that prioritizes learning, client service, and quality.Conduct regular team meetings and one-on-ones to maintain clear communication and support staff engagement.

Client Partnership & Service Excellence

Serve as the primary operational liaison to key client stakeholders, maintaining strong relationships and a proactive service posture.Conduct monthly client service reviews, provide reporting, and propose service enhancements.Understand the client’s culture and needs to identify additional opportunities for support and solutions.Uphold confidentiality, discretion, and professionalism at all times.

Financial & Contractual Management

Oversee labor allocations, manage time-off and overtime to ensure alignment with billable work.Participate in budgeting, forecasting, and invoice preparation to meet contractual requirements.Monitor and report on account performance to ensure financial and operational health.

Job Requirements

8–10 years of progressive experience in operational leadership within high-end hospitality, luxury hotels, country clubs, catering/event services, or guest services in a corporate or legal setting.Proven ability to manage large, client-focused teams (ideally 15–20+ people) in complex, multi-service environments.Demonstrated experience implementing process improvements and driving high-quality, service-focused outcomes.Strong people management skills with experience overseeing the full employee lifecycle.Excellent interpersonal and client-facing communication skills; poised and professional demeanor.Experience with budgeting, P&L oversight, and invoice processes preferred.Highly organized, detail-oriented, and able to operate with discretion in a fast-paced environment.Proficient in Microsoft Office Suite and modern workflow management systems.Bachelor’s degree preferred; equivalent experience in hospitality or events management strongly considered.Must be fully onsite in New York City