Front of House Manager
WTW · New York City
Note: This is an in-office role for our New York City office.
The Role
- Lead the Front of House operation: Oversee daily conference center, reception, hospitality services for the NYC Midtown office and the future NYC Downtown location, with the Front of House team, and provide additional support across all Metro New York offices as needed.
- Deliver an exceptional guest experience: Ensure every client, colleague and visitor receives professional, welcoming, and service-focused experience.
- Coordinate meetings and events: Partner with meeting hosts to plan room layouts, catering, technology, signage, security, visitor access, and other logistics for client engagements, meetings, regional gatherings, and colleague events.
- Maintain space readiness: Conduct regular inspections of reception areas, conference rooms, pantries, and shared spaces to ensure they are clean, organized, fully supplied, and ready for use. Participate in configuring the rooms into the proper set-ups and cleanup which could include some heavy lifting.
- Provide first-line audiovisual support: Coordinate technology readiness and deliver smart-hands assistance for meeting room systems, escalating technical issues quickly to the appropriate support teams.
- Manage hospitality and food services: Oversee catering and pantry services, maintain presentation and food-service standards, monitor service quality, and address issues with internal partners and vendors.
- Support safety and security: Coordinate visitor management, access procedures, emergency readiness, and physical security requirements in partnership with building management and internal security teams.
- Lead people and partners: Manage and develop direct-report colleagues while providing day-to-day direction and performance oversight for third-party service providers.
- Manage vendors and budgets: Monitor contracts, service levels, invoices, purchasing, and applicable office budgets, identifying opportunities to improve service quality and cost effectiveness.
- Drive continuous improvement: Establish service standards, operating routines, checklists, and feedback mechanisms; use operational data and stakeholder input to identify trends and enhance the Front of House experience.
- Partner across the business: Build productive relationships with Facilities Services leaders, business segments, Real Estate, Procurement, Technology, Security, landlords, and other partners to resolve issues and deliver consistent workplace standards.