WORKPLACE EXPERIENCE MANAGER

Rapport

Salary: $80000 - $85000 / year

Other Forms of Compensation: bonus

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long-term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You'll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it's a meaningful career.

Job Summary

The primary function of the Workplace Services Lead (WSL) is to provide the highest levels of client care and service to employees and visitors to maximize the in-office experience. The WSL will have a presence in public areas and will regularly inspect them to make sure that these areas are maintained up to standard. Workplace Services Lead serves as the central point of contact for workplace-related services, to support global alignment and consistent service delivery. They help employees navigate day-to-day workplace needs with ease by providing clear guidance, coordinated support, and timely resolution of service requests. Acting as trusted advisors within the office environment, they proactively address concerns, oversee workplace amenities, and help ensure a welcoming, productive setting where employees feel supported and able to focus on their work. In smaller and mid-sized offices, these roles also act as an important link between local business needs and GCSD, helping maintain service standards while adapting to evolving site-specific requirements through collaboration with internal partners and external vendors.

Key Responsibilities:

• Act as the primary onsite workplace corporate services contact for the location.
• Connect business stakeholders with appropriate client services groups and vendor partners.
• Support pantries, catering, conference rooms, shared spaces and general office readiness.
• Identify and escalate issues quickly while driving follow-through to resolution.
• Help deliver a welcoming, polished and hospitality-led office experience.
• Provide lighter-volume community support such as tours, new-joiner orientation touchpoints and small engagement activities when relevant.
• Develop a strong understanding of the client's culture, values, and business priorities.
• Build trusted relationships with business leaders, local office stakeholders, and GCSD partners.
• Operate with a hospitality-first mindset and deliver a highly responsive service experience.
• Proactively identify office issues, service gaps, and improvement opportunities.
• Coordinate across multiple service lines and vendors to resolve issues end-to-end.
• Maintain a visible onsite presence and strong awareness of daily office conditions.
• Manage and develop relationships with key business owners within the workplace and ensure operations are aligned with corporate guidelines.
• Ability to effectively communicate with the onsite leadership and vendor partners to ensure a 5-star workplace experience.
• Update SOPs and other Workplace documents when required.
• Ensure the complete and timely coordination of events while anticipating project needs and prioritize work.
• Communicating requests to the appropriate internal support departments including:
• Liaison to IT team to ensure maintenance of AV services
• Communicating with landlord on facility issues
• Provide landlord with vendor COIs
• Manage relationship with facility vendors (HVAC etc.)
• Facilitate requests and planning for other BNY Mellon business lines to use Wellesley facility for client or internal events.
• Oversee logistics and support communications for all Employee Engagement activities (e.g., employee appreciation events, holiday parties) and coordinate holiday display.
• To champion any available on-floor, Sustainability practices in order to reduce overall environmental footprint, including recycling programs.
• Having a thorough understanding of the Firm's emergency procedures and being prepared to carry out designated tasks in the event of a fire or other emergency.
• Follow all safety procedures to ensure a safe working environment.
• Manage HR compliance posters.
• Complete scheduling and payroll.
• Providing tours of facility when needed for clients or visitors from other areas of BNYM.
• Back up reception coverage.

Preferred Qualifications:

• A passion for delivering the Platinum Service and Service Excellence Standard to provide transformational service in hospitality.
• A consistently professional approach, including a strong sense of self- respect and integrity, as well as respect for and interest in others.
• A mindset to take ownership and responsibility within and outside one's job domain.
• The ability to work under pressure, prioritizing tasks and juggling many jobs simultaneously, while constantly interacting with visitors in a public environment.
• Excellent listening and oral communication skills.
• Basic computer skills and knowledge of office technology / equipment.
• Self-confidence, willingness to learn, and feeling comfortable with change and coordinating change.
• Is open and receptive to feedback, shares and actions.
• To be an advocate for innovation, constantly looking for new ways to improve quality, services and amenities offered to guests.
• Is empowered to make decisions, guide behavior and escalate issues appropriately.
• Excellent oral and written communication skills.
• Punctual, dependable and dedicated to achieving operational excellence, down to the smallest of details.
• Discreet, ethical and committed to maintaining a high degree of confidentiality.
• College degree preferred. Three years' experience in a client service/reception capacity or Concierge within a hospitality or corporate environment.