Job Description
Customer Relations
• Facilitate the delivery of high quality support services to the partners, associate partners, managers,
o staff and guests of the Client.
• Contact customers on a regular basis to build relationships and ensure open communications.
• Develop deep understanding of customer’s requirements and expectations.
• Communicate the services of Meeting & Event Planning to customers.
• Address customer concerns.
1.2 Performance Management and Continuous Improvement
• Ensure service level agreements and quality standards are met.
• Complete metrics report to identify issues with service delivery effectiveness and efficiency.
o Update management on monthly accomplishments.
• Communicate performance results.
• Develop and execute action plans to improve survey results and communicate with Management.
• Research and implement service enhancements to meet evolving environment and customer needs.
• Participate in best practice research and use findings to improve service delivery
• Maintain open communications with other Meeting & Event planning solution providers in other geographies to build relationships and ensure seamless service delivery to customers and implement continuous improvement opportunities.
• Work with employees to increase skills and identify new ways to provide support to customers.
• Ensure vendor compliance with negotiated contracts and participate in new vendor selection and contract negotiation.
• Negotiate vendor contracts and select new vendors: monitor vendor performance and maintain vendor relations.
1.3 Team Building and Recognition
• Make contact with individual employees on a regular basis to build relationships and ensure open
o communications.
• Promote and encourage mentoring relationships.
• Define team member responsibilities, work processes, and team goals, according to the Office Operations standards.
• Coach team members on how to solve problems and conflicts that may arise.
• Hold regular meetings to develop teamwork and communications, share best practices to build stronger service, recognize excellent performance, anticipate and resolve issues, and identify and implement continuous improvements.
• Organize team building activities to promote the interaction among team members and the development of teamwork skills.
• Identify and administer programs to recognize individual employee accomplishments and to reinforce
• teamwork.
1.4 Coverage
• Work with team to ensure coverage at all times due to team member absence and/or training.
• Monitor overtime, reporting, absence and address issues.
• Evaluate team workloads on an on-going basis.
2) Career Development:
2.1 Career Management
• Ensure new employees are properly oriented and integrated to Accenture and their job.
• Address team training needs.
• Coach and counsel employees on skill development, career development and performance on an
o on-going basis.
• Provide input and validate employees' Professional Development Plans and facilitate the meeting
o of development objectives.
• Provide input to employee GAT both inside Facilities and Services and for other Accenture employees.
• Review employee salaries to ensure consistency; obtain support for recommendations.
• Make employee promotion recommendations according to the companys’ promotion criteria.
2.2 Motivation and Morale
• Lead by example.
• Take active steps to improve employee satisfaction and retention.
• Coach team to develop and motivate through distribution of challenging assignments, special projects,
• and variety of work.
• Ensure team receives communications on a timely basis.
• Anticipate and proactively address employee concerns.
• Resolve issues escalated from employees on a timely basis.
• Create and administer programs that focus on Core Values of the company.
2.3 Recruiting
• Anticipate and identify open positions based on promotions, reassignments, and attrition.
• Identify and recommend employee skill, level, and salary for open positions.
• Contact Recruiting Representative to communicate hiring needs.
• Participate in interviewing process, ensuring hiring of high caliber staff.
• Make hiring decisions and agree on first date of employment.
2.4 Personnel Matters
• Discuss any performance related issues that may result in disciplinary action with HR and appropriate location management.
• Document significant discussions and meetings with employees according to the company policy.
• Initiate and conduct formal disciplinary actions when necessary, coordinating with HR/Legal when required.
3) Financial Results:
• Ensure service delivery within headcount guidelines and obtain approval for exceptions where required.
• Review monthly financial/operational results and recommend actions to improve results.
• Review and approve payment requests and vendor invoices as appropriate.
• Contribute to planning process and financial reviews/forecasts.
• Provide reports and participate in meetings as required by location.
4) Special Projects:
• Take direction from local program manager or the Director of Facilities and Services for implementation of continuous improvement projects.
• Report on progress of continuous improvement projects.
• Act as Change Agent:
• Actively generate support for change through openly, honestly and promptly addressing issues from staff, colleagues, and customers; modeling the behavior being asked of others; enthusiastically supporting the change both publicly and privately.
• Coordinate/provide input on scope and approach of projects, ensuring colleagues see benefits of and are committed to implementing changes.
• Ensure timely completion of tasks and update colleagues on progress of projects at regular meetings.
• Ensure colleagues agree with implementation approach and are prepared sufficiently to implement the changes.
• Provide support materials sufficiently robust to successfully implement the changes.
• Communicate to staff, colleagues and customers regarding changes informally and formally as required.
Job Qualifications
• Knowledge of workplace operations, commercial, staff transportation and space delivery services.
• Excellent communication, organization time management and problem-solving skills
• Exceptional track record of building relationships with stakeholders
• Strong multi-tasking skills with the ability to manage multiple projects.
• Proven team management skills and growth mindset
• Ability to function as a Team Player and maintain a good working relationship, yet think and act independently with professionalism, discretion, and confidentiality.
• Attention to detail and willingness to flex based on business priorities
• Knowledge of supervisory practices and principles.
• Possess excellent communication skills, both written and verbal
• Convincing/negotiation skills
• Maintain a focus on Customer service.
• MS Excel skills
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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