Director Of Conference & Ambassador Services

The Director of Conference & Ambassador Services will be responsible for overseeing the engagement of all Clients, Guests, Vendors, and Associates entering the Conference Center. They support the efforts to establish and maintain protocols for Hospitality and Workplace services with a focus on hospitality and a keen sense of detail and organization. They will lead by example, display an energetic, friendly, and approachable demeanor at all times.

Essential Job Functions:

• Set the standards of excellence, following Rapport standards, in all aspects of Hospitality related service for employees and guests in the New York office to include visitor services and conference center.
• Collaborate with the Client Events Team and/or department designee for the planning and execution of events held in-person at the Firm (examples Recruiting, Summer Intern Programs), including conference room booking, menu selection, RSVPs, creating and managing the event.
• Manage, develop, train on and enhance processes that will elevate the guest/client experience.
• Responsible for overseeing day-to-day conference, meetings, and event, servicing as escalation POC for onsite Hospitality vendor teams. Ensure awareness of hospitality service delivery breakdowns and feedback, resolving issues and ensuring follow through, engaging leadership when necessary.
• Provide a consistent high-level service in all areas to ensure guest satisfaction KPIs are achieved:
• Train and mentor staff to deliver Platinum Service in every guest interaction.

Key Requirements:

• Minimum of 5 years of related experience in conference operations and/or hospitality services, including Conference Center and Reception Services, preferably within a law firm or other professional services firm.
• Bachelor's Degree or the equivalent combination of education and experience is required.
• Proven experience leading vendor teams to deliver white-glove internal/external customer experiences.
• Superior knowledge of multiple functions and principles, including F&B, conference services, and project management.
• Proven leadership skills and ability to plan and manage operational processes for maximum efficiency and productivity.
• Demonstrated relationship management skills and the ability to communicate effectively with colleagues and vendors at all professional levels.
• Must possess the ability to take direction, prioritize, and deliver results.
• Experience with Condeco or similar space management system preferred.
• Ability to maintain a professional, composed, demeanour, and to diplomatically deal with challenging situations to resolve or escalate with leadership as needed.
• Experience coordinating multiple event logistics and the understanding of what it takes to complete simultaneous events. This includes ownership of some events and playing a supportive role for high-profile executive supported events.
• Excellent people skills, enthusiastic, pro-active, self-motivated, flexible.
• Strong organizational skills, excellent attention to detail, ability to multi-task and prioritize in a fast-paced environment.
• Leader with strong integrity, accountability, and maturity of judgment.