Deloitte Hospitality Supervisor (Chicago) in Chicago, Illinois
Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting and financial advisory services with clients in more than 20 industries. We provide powerful business solutions to some of the world s most well-known and respected companies, including more than 75 percent of the Fortune 100.At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you ll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities and your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.Hospitality Supervisor Position Summary As a member of One Team, the Hospitality Supervisor oversees a team responsible for supporting hoteling/space management and reception services for the Chicago offices. Under the direction of the One Team Manager, s/he ensures customer-centric operations according to local and national standards. S/he also promotes dynamic teaming and serves as the expert in all hospitality-related services, including hoteling, space management, reception, meeting services and catering. Serving as the face of One Team hospitality services, s/he will directly interface with internal customers to plan, coordinate and execute services to support their needs. Primary deliverables are: ensuring efficient and effective customer-driven operations, resolving hoteling/space and meeting services challenges, managing space efficiently and effectively, elevating reception desk support with a concierge-like mindset, developing and leading a quality team and leading process improvements. ResponsibilitiesProvides daily oversight of hoteling, reception, hospitality and meeting services in the Chicago office according to established policies, procedures and service agreements.Supervises a team supporting internal customers and external guests with their hoteling reservation, meeting needs, and reception desk support.Trains and develops the hospitality team to ensure high-levels of responsiveness, accuracy, service quality, communication and professionalism. Manages staff schedules and provides for coverage during unexpected staff absences.Models customer-oriented behavior and communications; coaches and counsels the team as needed. Provides feedback on performance to the One Team Manager.Oversees space and meeting support services including preparation of work stations/offices/meeting rooms, audio visual (AV), catering, tear-down, and stocking supplies.Serves as the subject matter expert for Magnet, OnBoard, Navigator, ivisitor, Service Now, and AV equipment operation; provides training in the operation of all AV and meeting services-related equipment and software and/or other systems. Manages customer profiles and other related hoteling/telecom systems.Resolves logistical and/or customer-related challenges; coordinates/negotiates with other departments/staff to develop acceptable solutions.Develops and maintains a Standard Operating Procedures (SOP) manual or online reference and knowledge base.Develops systems/processes to increase efficiencies.Develops benchmarks/metrics to measure performance and customer satisfaction. Assesses results and recommends process improvements.Generates departmental reports, surveys, etc. to monitor workload, productivity, customer satisfaction, etc.; compiles data and provides analysis of results.Collaborates and trouble-shoots problems with ITS and Telecom, as needed.Liaises will Conference Services on meeting and space management support.Provides back-up to all areas of One Team, as needed.Cross-trains in all One Team functions and becomes familiar with the roles and responsibilities of the Operations unit.Assists with the oversight of One Team and/or One Team functions and/or other administrative duties as assigned.Performs other tasks and special projects as identified by the management team.Other duties as assigned.QualificationsThree to five years experience in a similar role, or job with similar skill sets, managing a team.Bachelor's or Associate's Degree preferred; minimum high-school diploma required.Two years relevant corporate experience, preferably in hospitality, service-oriented or customer-centric environment.Minimum two years catering/food service background preferredExcellent technical experience, including strong Microsoft Office skills.Ability to interact with all levels of professionals.Ability to handle multiple priorities.Excellent customer service and interpersonal skills.Professional presence and positive demeanor. Excellent judgment and decision-making skills. Ability to use tact and diplomacy in resolving problematic situations.Excellent written and verbal communication skills.Ability to work occasional overtime; nights and weekends.Must be willing to be trained in all functional areas.Ability to lift up to 50 lbs.
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Category: Administrative and Support Services