Director First Impressions & Office Services

Director Of First Impressions

The Director of First Impressions is responsible for creating and delivering an exceptional workplace and hospitality experience for employees, clients, candidates, trade partners, executives, and guests. As a highly visible presence in the office, this role helps ensure every interaction reflects Suffolk's culture, values, professionalism, and commitment to service.

This position goes beyond traditional front desk responsibilities by taking ownership of the day-to-day workplace experience - from welcoming guests and maintaining an inviting office environment to coordinating meetings, events, executive visits, new hire readiness, and overall office operations.

This position works closely with regional leadership, People & Culture, IT, Marketing, and other teams to create an environment that is welcoming, organized, thoughtful, and representative of Suffolk's brand.

This is a hands-on individual contributor role requiring a proactive, polished, resourceful, and service-oriented professional who can operate independently, anticipate needs, manage multiple priorities, and consistently follow through. The ideal candidate takes pride in creating memorable experiences and is equally comfortable welcoming an executive, coordinating important meetings, planning an employee event, or addressing the everyday details that keep the office running smoothly.

Responsibilities

Workplace Experience & Hospitality

• Serve as the primary point of contact for the office, warmly welcoming employees, clients, candidates, trade partners, vendors, and guests and creating a positive and professional first impression.

• Deliver a high level of hospitality and customer service throughout the workplace, anticipating needs and responding to requests with professionalism, care, and urgency.

• Maintain a polished, welcoming, organized, and professional environment throughout reception, conference rooms, kitchens, shared spaces, and other high-visibility areas.

• Coordinate workplace amenities, supplies, equipment, and hospitality resources to ensure the office is prepared to support employees and guests each day.

• Build strong relationships across the office and serve as a trusted resource for day-to-day workplace needs.

• Anticipate needs and independently resolve routine workplace and service-related matters, engaging the appropriate team or leader when additional support is required.

• Gather feedback from employees, leaders, and visitors and identify practical opportunities to continuously improve the workplace experience.

• Suggest new ideas, processes, amenities, or experiences that enhance the workplace and strengthen employee and guest experiences.

• Model Suffolk's culture and values and contribute to an environment of collaboration, professionalism, care, and service.

Employee, Executive & Client Experience

• Partner with People & Culture and regional leadership to support employee celebrations, recognition, onboarding experiences, cultural initiatives, volunteer activities, and regional events.

• Coordinate the workplace experience for new hires, including workspace and equipment readiness, welcome details, introductions, and other office-related needs in partnership with the appropriate teams.

• Coordinate executive, client, leadership, and other important office visits, anticipating hospitality, meetings, technology, and logistical needs.

• Reserve and prepare meeting and event spaces, including room setup, catering, audiovisual requirements, conference technology, supplies, and breakdown.

• Coordinate logistics for office events, employee gatherings, leadership meetings, celebrations, and other regional activities, including catering, vendors, technology, supplies, signage, setup, and breakdown.

• Create thoughtful and personalized experiences for employees and guests while exercising professionalism, discretion, and good judgment.

• Provide occasional early morning or evening support for meetings, events, executive visits, and other regional activities as business needs require.

Office Operations

• Coordinate day-to-day front-of-house and office operations to maintain an efficient, organized, professional, and welcoming workplace.

• Maintain office processes, checklists, and service standards and recommend improvements when opportunities are identified.

• Manage workplace amenities and office service needs, including kitchen and office supplies, printing, mail, shipping, courier services, and shared equipment.

• Receive, sort, and distribute incoming mail and packages and coordinate outgoing mail, courier services, and shipping needs.

• Monitor shared office equipment and coordinate service, maintenance, or repairs as needed.

• Coordinate office maintenance and service requests and serve as the onsite contact for vendors, technicians, property management, catering partners, and other service providers.

• Develop strong relationships with workplace vendors and service providers and help ensure expectations for quality, responsiveness, and value are consistently met.

• Partner with IT and People & Culture to resolve workplace needs and ensure employees and guests receive timely support.

• Maintain appropriate supply inventory and coordinate purchasing and replenishment while remaining mindful of quality and cost.

• Remain flexible and willing to provide hands-on support wherever needed to maintain a positive workplace experience.

Qualifications

Skills / Abilities

• Five or more years of relevant experience in workplace experience, hospitality, office operations, administrative services, executive support, or a related field preferred.

• Exceptional interpersonal and customer service skills with the ability to interact comfortably and professionally with employees, senior executives, clients, external partners, vendors, and guests.

• Polished, professional presence with strong verbal and written communication skills.

• Demonstrated ability to work independently, anticipate needs, exercise good judgment, solve problems, and follow through on commitments.

• Strong organizational and time-management skills with the ability to prioritize multiple competing demands while maintaining excellent attention to detail.

• Experience coordinating meetings, events, vendors, and office services in a fast-paced professional environment.

• Proactive and resourceful approach with a strong sense of ownership and willingness to be hands-on.

• Ability to maintain professionalism, flexibility, and composure as priorities and business needs change.

• Ability to handle sensitive and confidential information with professionalism and discretion.

• Proficiency with Microsoft Office Suite and comfort learning workplace technology and systems.

• Collaborative team player with a genuine passion for creating exceptional experiences and helping others.

Education / Experience

• High school diploma or equivalent required.

• Bachelor's degree in Hospitality Management, Business Administration, Communications, or a related field preferred, or an equivalent combination of education and relevant professional experience.

• Experience working in a professional, client-facing environment and interacting with senior leaders is strongly preferred.

• Hospitality, workplace experience, executive support, or event coordination experience is a plus.

Working Conditions

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.

EEO Statement

Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, pregnancy or maternity, national origin, citizenship, genetic information, disability, protected veteran, gender identity, age or any other status protected by law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Suffolk will not tolerate any unlawful discrimination toward, or harassment of, applicants or employees by anyone at Suffolk, or anyone working on behalf of Suffolk.

Compensation Information

Where required by law, pay ranges can be found in Suffolk