Hospitality Manager

Client Services/Hospitality Assistant Manager – The Mill New York

Reporting to:                            The Facility Manager

Reporting to CSM:                    2 receptionists and team of runners

Company background

The Mill is a world-leading commercial VFX house with offices in the world’s most important advertising hubs; London, NY and LA.  Since our inception in 1989 we have been providing pioneering effects solutions to the advertising, music and entertainment industries and our groundbreaking effects work continues to set new creative benchmarks and industry standards.   The majority of our clients are the leading UK and European advertising agencies, production companies and directors who attend our facility in the heart of Soho to work with our Artists in our bespoke Suites on high profile advertising and TV projects.  These client relationships are key to the success of our business and over the past 20 years we have built a reputation for delivering outstanding creativity and innovation and exceeding expectations in every area of client service. 

http://www.the-mill.com

Role overview

The Client Services/Hospitality Assistant  Manager (HM) is a key client service role that provides a bespoke service to both internal and external Mill clients to the highest standard ensuring a first rate front-of-house offering. This requires an in-depth understanding of client service and the commitment  and passion to deliver this across every area.  Working closely with the Facility Manager (FM) and the Head of Production, the CSHAM will manage the front of house including the reception team, the running team who service the suites on a daily basis and the catering operations including all aspects of food and beverage provision to ensure delivery of a professional, highly efficient and high end service.  The CSHAM must have excellent communication skills and sound judgement, be able to work well with employees and clients at all levels, strong organisational skills and the ability to react and adapt to a very fast-paced working environment. They will be required to be pro-active, innovative and generate and deliver ideas for improving and enhancing our client service offering.  The Mill has a very collaborative and strong team spirit and the HM must have a can-do approach and the willingness to ‘muck in’.

The CSHAM manages a team of young runners and they will be required to guide, support and develop this team in understanding and delivering a high quality client service whilst supporting their creative career aspirations.   This will require strong leadership and management qualities and the ability to motivate and promote responsibility.

Key responsibilities:

Client Services

• Management of the front of house personnel and reception area to ensure high level client and employee service and the need of our clients are met upon arrival and whilst waiting in reception; current magazines, promotional materials, water, computer access, fruit, treats etc .
• Meet and greet clients in a knowledgeable, friendly and welcoming manner and if Producers are unable, escort clients to the suites.
• Attend a weekly review with Production to plan client requirements and gain an understanding of the clients, the jobs and what attention each might require.
• Check in regularly on clients in suites to ensure they are catered for to their satisfaction; you will be required to use your judgement and knowledge of each job to assess the level of attention that may be needed.
• Develop relationships with clients ie. note their likes, dislikes, birthdays, personal information to enable a bespoke service upon each visit.
• Ensure any delays for clients in reception are acknowledged and appropriately dealt with.
• Oversee daily suite presentation.
• Regularly review and suggest areas of improvement for the client service function and ensure they are implemented and delivered.
• In liaison with the marketing team and FM, help plan and attend client functions as requested - this may require staying on in the evening.
• Proactively maintain presentation and resources in all areas throughout the building ensuring all clients’ needs are met.
• Reasearch and book travel accommodations for the entire office
• Manage a set travel budget per transaction and consolidate invoices
• Liaise with Producers, HR, and management regarding travel guidelines
• Generate reports of travel costs and quantities for management to review
• Continue existing relationships with local hotels and restaurants to accommodate travelers needs

Catering:

• In liaison with the FM, plan and manage the day-to-day catering operations ensuring first rate service and provisions.
• Ensure high level response, presentation and service on every request/delivery
• In liaison with HOP and Producers, continuously monitor and plan for anticipated business levels and clients.
• Ensure up to date knowledge of health and safety food hygiene best practice is adhered to and consistency of application.
• Identify and purchase catering equipment in consultation with FM.
• Establish suppliers and with FM negotiate favourable terms and order relevant supplies.
• Ensure good house keeping of the main kitchens and satellite kitchenettes.
• Plan, organise and manage internal functions.

Runners and Reception

• Manage the day to day activities and weekly rota of the running team including training, direction and motivation etc to ensure the service meets standards of excellence and professionalism.
• Train and develop the head runner to support their performance.
• In conjunction with the Talent Manager, recruit runners and reception staff.
• Ensure all runners are trained in manual handling and their training programme is up to date.
• Oversee the reception team to ensure The Mill provides a high standard of reception to its clients and employees at all times; provide guidance, support and direction in planning, organising shift cover and general day-to-day management.
• Ensure holidays and absences of reception and running team are adequately covered.
• Maintain handbook for reception and runners in consultation with FM to ensure all duties are clearly defined.
• Conduct regular performance appraisals in conjunction with FM.

• 1-2 years experience
• Bachelors degree or equivalent work experience
• Microsoft Office