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Business & Operations Manager- Lobby Concierge & Gallery Reception

Job Description

To ensure the highest level of customer satisfaction, service excellence and operational efficiency through the professional, competent, knowledgeable and complete management of Reception Services in the US.  This includes strategizing, implementing and taking responsibility for the operation of the entire Lobby Concierge and Executive Gallery Reception for the US. All JPMC  lines of business and vendor personnel within the organization; direct reports – supervisors & concierge teams providing Lobby Concierge services in New York, Chicago and Gallery Reception at 270 Park Avenue. Create and promote a climate of service excellence amongst the various teams who provide Reception and Concierge services for the US. Lead and manage the Lobby and Executive Gallery function to provide a first class, professional service to clients and employees.  Take personal ownership and responsibility for the standards of service of the department and team members.
Core Responsibilities
  • Manage, deliver, develop and enhance the client experience within the Lobby Reception and Executive Gallery services, according to briefs offered by the business or instigated by self to make worthy improvements accordingly.
  • Work and communicate directly with all reception, lobby and GSI employees and vendors to operationally oversee US operations.
  • Develop standards and flexible service solutions in conjunction with Global Dining and Conference services to deliver a first class service for JPM Reception and US Lobby Concierge services.
  • Define key targets and objectives on a general and annual basis for Lobby Concierge and Executive Gallery services.
  • Devise, implement, operate and review in a timely way, all SOPs pertaining to Reception and Concierge Services for the US in conjunction with the above.
  • Comply with all security, access control, screening, information control and all other formal requirements in respect of Reception and Reservations Services and ensure that the SOPs of all relevant operations reflect these.
  • Devise and agree checklists for review in a timely way with operators to ensure that key standards are met, generally and specifically.
  • Seek feedback from and develop relationships with key business users, employees and Clients in order to continually improve upon standards of service connected with Reception and Reservations.
  • Act as an advocate/brand ambassador for these services and actively promote the first class solution for all services offered.
  • Be accountable for all financial matters relating to Executive Gallery and Lobby Concierge Services for the US including reporting usage, forecasting, budgeting and control of all costs.
  • Control and effectively manage personnel and all other resources, scheduling personnel appropriately to meet business needs.  Implement development opportunities for the team.
  • Manage attendance, absenteeism and an effective vacation plan for personnel.
  • Be knowledgeable of the contractual agreements in place surrounding vendor provided Executive Gallery and Lobby Concierge Services when coverage is needed.
  • Monitor and review metrics developing a process to continually evolve and improve these services.
  • Yield manage space resources through diary management, monitor productivity of space and formulate strategies to maximize opportunities.
  • Coordinate with GSI on all access and visitor management efforts.
  • Control and review visitor management related services, seek to ensure prescribed service for this area is fit for purpose and resourced effectively.
  • Focus on the team providing excellent customer service for internal and external clients ensuring the customer journey is smooth and effortless for our guests.  Oversee and develop a training program that enhances this journey.
  • Effectively hire, coach and performance manage JPM personnel and seek to influence personnel in vendor provided service streams.
  • Be knowledgeable and stay up to date with matters pertaining to US employment law.
  • Be present in all New York based operations consistently and Chicago locations occasionally, retaining visibility and recognising regular users.
  • Develop a customer contact directory for each site which includes the site leadership team in order to facilitate regular feedback solicitation
  • Liaise with CREGS and GS&I to ensure communication is accurate, timely and that partnerships are further developed.
  • Update and maintain Business Contingency Plan, Call Trees, and Emergency Registries and a registered member of the Corporate Emergency Access System.
  • Anticipate needs and provide consultative services for high-level or unusual events.
  • To ensure prompt and professional response to complaints and communications of actions.
  •  Maintain a flexible, “can do” level of service at all times to provide clients with a high quality, consistent welcome, and to ensure overall safety and security.
  • Be an approachable, visible role model for existing personnel and new hires of JPM.
  • 10 years Reception/Reservations management experience preferably in a Corporate environment, a volume luxury hotel or similar large venue
  • Experience in managing complex teams
  • Experience in meeting planning and customer service
  • Strong hospitality awareness
  • Good knowledge of food and beverage trends
  • Excellent interpersonal skills
  • Ability and confidence to engagingly interact with clients and senior executives
  • Highly organised ability to handle multiple tasks and apply judgement  to prioritize
  • Flexibility to deal with a fast paced diverse environment
  • Ability to navigate a large complex organization
  • Decision maker and problem solver
  • Outstanding focus on client experience
  • Excellent communication skills both verbal and written
  • Highly motivated
  • Attentive to detail
  • Extensive experience of room management software, including yield and diary management
  • Strong computer skills, (MS Word, Excel, Powerpoint)
  • Understanding of payroll control and performance management systems
  • Experience of cost control and delivering reports thereof
  • Proven track record in monitoring and enforcing key standards
  • Experience of in-situ staff training
  • Modern languages an advantage
Req #: 160048021
Location: New York, NY US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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