VP - Global Hospitality Services Operations Manager (HQ)

Job Purpose:

This role has accountability to delivering high impact services to the full spectrum of Citi businesses. Primary responsibilities involve direct management and oversight of multiple suppliers’ services, operational and financial performance for staff dining, pantry and vending services provided in Citi North America, including projects and deputizing for the Head of GHS – North America.

The role reports to the Head of GHS – North America. Products include:

• Client conference and hospitality services

• Executive dining services

• Business continuity support

• Reception & concierge services

• Centralized reservation

• Staff catering

• Vending / Pantry operations

Job Background/context:

Colleague and Client Services (CCS) strategically delivers services and experiences that enhance how our clients, colleagues and alumni perceive Citi. The team comprises the Alumni Network, Center for Culture, Global Event Marketing and Global Hospitality Services. Located in Citi hubs, the CCS teams provide solutions for our business partners with a global mindset executed locally. Working together as one team, and partnering across Enterprise Services & Public Affairs, CCS delivers the full range of our expertise and services while optimizing resources and managing Citi’s reputation.

Global Hospitality Services deliver a broad array of core products globally, including dining, conferencing and fitness centers reception services and executive management support. 

The role will have total operational and financial responsibilities encompassing dining, conferencing, reception, and concierge services departments, but not limited to, and partnering with multiple suppliers and businesses to provide a wide array of core amenity products across Citi North America. Manage the Citi expenditures and approve any subsidy cost associated with the services. Responsible for capital project design, scope, and budgets for amenities in Citi North America. In addition, provide resources and direction to key stakeholder to align amenities with Real Estate Services (RES) consolidation across North America.

The role requires an experienced, clear thinking, innovative and self-motivated organized individual, who can deliver cost effective and high-quality solutions with accountability in a very demanding and constantly changing environment. The ability to multitask and support remote teams and/or functions is crucial to the role’s success. 

Key Responsibilities:

Day-to-day Operations 
•    Directly responsible for Citi North America operations; overseeing client dining, conferencing, reception & hospitality.  
•    Responsible for developing, reporting, monitoring of expenditures
•    Provide technical and professional support for multiple suppliers’ RFP, MIS & analysis
•    Develop appropriate Policy & Procedure Manual specifically for each business service function (s)
•    Manage design build-out and equipment specifications for dining and conferencing facility construction and rehab projects
•    Provide food and beverage management expertise, as required.  Develop standards, policies and procedures for all services and amenities that is consistent to meets the highest standards
•    Approve food and beverage programs and any expenditures related to services
•    Manage supplier contracts and financials and drive cost reduction measures to meet budgets
•    Ensure superior service quality and program standards are maintained. Monitor service and quality standards through local resources
•    Realize opportunities with selected approved foodservice suppliers
•    Reporting of management information including quality and volume metrics and active management to ensure that service standards are achieved
•    Manage facility related services (I.e., cleaning, equipment repair and maintenance) when and where applicable

Strategic and Financial Planning

•    Working with Citi approved vendors to ensure continuous improvement in the delivery of exceptional service in the most cost-effective manner
•    Optimization of operating practice, developing and maintaining a process flow library across our portfolio of services, cultivating best practice for operations and sharing within and across site
•    Financial & operational performance management including the setting of annual budgets and invoice authorization
•    Establishment and measurement of service levels & KPIs in line with leading best practice
•    Coordination of internal client user groups to obtain direct feedback on services and the implementation of suggested action points as appropriate
•    Ensuring legislative compliance of all supplier contracts under direct control and that suppliers comply with Citi’s Health & Safety and Environmental policies and guidelines at all times
•    Benchmarking service levels within market sector to ensure value for money and that the Citi brand is fully supported at all times 
•    Focus on developing sustainable initiatives with vendors to support Citi’s ‘sustainable progress program’ 
•    Coordinate and implement design of new amenities and rehab dining facility projects
•    Manage buildouts and program expenses and supervise program rollouts

Fostering Strong Business Partnerships 

•    Developing strong working relationships with other key functions, i.e. Finance, Citi Procurement Services, Security, and Real Estate Services
•    Partnering with the Global Event Marketing (GEM) team to deliver exceptional bespoke events in house
•    Work closely with the site leadership teams to develop and standardize North America operational requirements
•    Foster an environment that engages innovation from our teams and outsourced service partners and continually promote Citi’s ethos of being the best for our clients and upholding Citi’s internal policies

Development Value:

This is a high-profile role that requires constant interface with senior business managers as well as global and regional management.  The successful candidate will develop a broad understanding of Citi’s business operations and organization and a deep knowledge of a diverse range of services.  Vendor management skills will be honed to a high degree as the role is required to operate with management from significant outsourced service providers as well as with onsite management and staff.  This role will demand and develop significant general management and leadership skills including the ability to exercise judgment in complex and ambiguous circumstances and to achieve objectives through influence and other indirect means.  Successful performance in this role will equip the incumbent with relevant experience and exposure for further demanding and high-profile roles within Citi businesses.

Possible development outside of GHS North America within another function of the organization.

Knowledge/Experience:

6 - 8 years minimum foodservice and hospitality management professional background & experience

Previous involvement in the process of contracting and managing external soft service suppliers.

Experience of working within a demanding fast-paced environment to very high standards.

Experience of working with all levels of management within a large Corporate organization.

An understanding of the commercial aspects of service provision.

A full understanding of outsourcing services.

Experience of setting budgets and monitoring financial performance of commercial contracts.

Experience of setting, managing and monitoring Service levels and KPI’s in a soft services environment.

Qualifications:

Minimum Bachelor’s Degree is required in either Business Management, Hospitality, Foodservice or other related fields

On the job, knowledge is more important than qualifications.

Candidates would ideally have a higher education background, however exceptional candidates who do not meet the educational criteria may be considered provided they have the necessary skills and operational experience.

 Additional vocational qualifications, diplomas, or industry equivalent or awards are welcomed, but are not a pre-requisite.

Skills: (technical skills)
Essential
•    Excellent interpersonal skills, confidence and judgement 
•    Excellent verbal and written communication abilities
•    Flexible and responsive manner and ability to prioritize
•    Structured and organized approach 
•    Strong oral, written and visual communications skills 
•    Ability to work and lead teams virtually within a regional team across multiple states and cultures
•    Demonstrated creativity, initiative and resourcefulness 
•    Highly motivated and self-driven, ability to multi-task 
•    productively, and strong result orientation
•    Excellent analytical and problem-solving skills.

Desirable
•    Financial literacy 
•    Technological literacy
•    Negotiation skills

Competencies:

Genuinely passionate about delivering excellent services and standards.

A positive attitude towards developing the role, accepting responsibilities, and acting with initiative and integrity.

A strong team player with the ability to multi-task and prioritize work commitments.

Flexible approach to departmental requirements.

Desire and drive for continuous improvement & adaptable to change. 

Proven experience of building working relationships and liaising at senior level within a professional organization.

The ability to remain calm under operational pressure.

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Primary Location Full Time Salary Range:

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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