Manager, Guest Services, Executive Education Job at HBS (Boston)

Job Description

Reporting directly to the Associate Director, ExEd Operations, this role oversees office operations, including check-in/checkout and concierge services—while providing an exceptional level of customer service to Executive Education participants (encompassing 500+ bedrooms and 180+ programs/12,000+ participants annually); guests and the general HBS community; and service/support to program staff, all in a fast-paced, high-energy, dynamic environment.

Job Responsibility

Reporting directly to the Associate Director, ExEd Operations, this role oversees office operations, including check-in/checkout and concierge services
providing an exceptional level of customer service to Executive Education participants
service/support to program staff, all in a fast-paced, high-energy, dynamic environment
Under the direction of the Associate Director, provide direct oversight of all aspects of front-office, back-office, and concierge daily operations
Manage part-time team members
and set team schedule
Assume the role of Manager-on-Duty during scheduled shifts
Manage schedule changes and callouts within team
being ready to fill in shifts or arrange for other coverage
Provide training for all team members to ensure standards are consistently met
Manage and problem-solve team and participant requests/issues—including emergency situations—to successful resolution
Address immediate participant concerns and service recovery situations, escalating emergency situations to Associate Director when needed. Use creativity to anticipate participant needs and identify solutions
Oversee the execution of special arrivals and departures and any unique program requirements as outlined by the Associate Director through collaboration with program delivery teams
Serve as process expert for the group, including monitoring and assessing current processes and identifying opportunities for process improvement
Act as main point of contact for technology-related concerns, questions, and best practices. Creates and disseminates reports, dashboards, automation, and monitors work order status
Communicate operational process updates across the team and maintain internal team website
Manage the front-desk & back-office space and program offices ensuring all materials are organized and stocked
Assist with onboarding and training new Guest Services staff. Liaise with Program Delivery and other ExEd departments on role of Guest Services and operational improvements. Provide tours of HBS campus and ExEd facilities
Focus on helping to foster/create a positive and respectful work environment
Lead other projects and various other duties provided by Associate Director
Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents
Perform other duties as assigned

Requirements

High School Diploma, GED, or equivalent is required
5+ years of directly related and specific experience in guest services, hospitality operations, or front office management is required
Education beyond high school may count toward experience
Microsoft Office (Word, Excel, PowerPoint, and Outlook) experience is a must
Strong project management skills, including the ability to delegate work to team members in accomplishment of overall team goals
provide advice and assistance in accordance with best practices
Provide coaching, advice, and assistance
foster team commitment, while ensuring service standards are maintained
Experience with StarRez housing software and SharePoint/document management platforms preferred
Successful management of difficult customer interactions/situations
Excellent interpersonal skills and demonstrated positive customer-service skills. Ability to relate to a diverse group of internal and external customers
Clear and effective written and oral communication skills
Demonstrated accuracy and thoroughness in monitoring of own work to ensure quality and application of feedback to improve performance
Ability to show flexibility and positivity in response to change
adapt to and accommodate new methods, procedures, and requests by senior staff
proactively monitor and evaluate alternative processes and courses of action independently and with input from the team
and proactively share process improvement ideas with the Associate Director
Demonstrates discretion with confidential or sensitive information
BA/BS preferred

Nice to have

Experience with StarRez housing software and SharePoint/document management platforms preferred
BA/BS preferred

What we offer

Generous paid time off including parental leave
Medical, dental, and vision health insurance coverage starting on day one
Retirement plans with university contributions
Wellbeing and mental health resources
Support for families and caregivers
Professional development opportunities including tuition assistance and reimbursement
Commuter benefits, discounts and campus perks

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Manager, Guest Services, Executive Education

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