One Team Hospitality Supervisor - Chicago

One Team Hospitality Supervisor - Chicago

Deloitte is one of the leading professional services organizations in the United States, specializing in audit, tax, consulting, and financial advisory services with more than 20 industries. We provide robust business solutions to some of the world's most well-known and respected companies, including more than 75 percent of the Fortune 100.

At Deloitte, you can have a rewarding career on every level. In addition to challenging and meaningful work, you'll have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and get the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize everything from your career path to your educational opportunities to your benefits. And our culture of innovation means your ideas on how to improve our business and your clients will be heard.

Visit www.deloitte.com/us/careers to learn more about our culture, benefits, and opportunities.

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

Position Summary

The "One Team" hospitality supervisor leads the tactical direction of the daily management of hospitality operations across one or multiple locations under the direction of the Operations Manager (One Team Manager). They ensure a proactive customer-centric operation, in compliance with local and national standards, that supports a range of services, including meeting/event services, catering, event planning, and management, general office services and support (reception, mail, printing/production, supplies, kitchens/pantries management.

They supervise and lead team members to support these service areas fostering collaboration, empowerment, growth, and recognition within the team. They collaborate with management and leadership to implement office service and hospitality programs with minimal impact on internal customers. Furthermore, they develop and regularly maintain strong organizational relationships with office customers and leadership to deliver optimum benefits.

Overview of responsibilities:

• Provides daily oversight for operations, facilities, and meeting/hospitality services according to established policies, procedures, and service agreements
• Supervises a team supporting internal customers and external guests in the execution of services. Includes meeting services -- preparation of work stations/offices/meeting rooms, audiovisual (AV), catering, set-up, tear-down, event coordination; facility management --space planning, maintenance/vendor management.
• Trains and develops the team to ensure proactive high-levels of customer service, responsiveness, accuracy, service quality, communication, and professionalism
• Manages staff schedules and provides for coverage during unexpected staff absences
• Models customer-oriented behavior and communications; coaches and counsels the team as needed. Provides feedback on performance
• Serves as the subject matter expert for department software and AV equipment operation; provides training in related equipment and software and other systems.
• Serves as the subject matter expert for team related to Deloitte policies, national, and local protocols
• Advises on how best to resolve logistical and customer-related challenges. Coordinates/negotiates with other departments/staff to develop acceptable solutions. Personally handles customer escalations, as necessary.
• Analyzes systems/processes to increase efficiencies, ensure performance and customer satisfaction. Assesses results and recommends process improvements
• Generates departmental reports to monitor workload, productivity, customer satisfaction, etc.; compiles data and analyzes results.
• Develops communication tool(s) to update customers on changes, special events, etc. as needed
• Manages relationships with outside vendors, such as building management, catering vendors, maintenance workers, office, pantry and sundries suppliers, etc.
• Collaborates and troubleshoots problems with other internal functions/service groups, all external vendors, and building liaison(s) as needed in support of catering services and meetings & event support
• Maintains project schedules of work assigned to external vendors; monitors and tracks progress of assigned projects; follows up to obtain the status report; prepares status summaries for review by the Operations Manager.
• Ensures Operations Manager is well informed on team, projects, and services with particular focus on areas of concern/change.
• Provides back-up to the team, as needed
• Cross-trains in all team functions and becomes familiar with the roles and responsibilities of the Operations unit
• Performs other tasks and special projects as identified by the Operations Manager.
• Other duties as assigned

• High school diploma required; bachelor's degree preferred
• Three to five years' experience in a similar role, or job with similar skill sets, managing a team
• Minimum of 5 years of related hospitality or office support experience in a corporate service-oriented or customer-centric environment
• Hospitality/corporate background with a focus on meetings and events
• Excellent technical expertise, including strong Microsoft Office skills
• Professional maturity and ability to interact with all levels of professionals
• Excellent quality-conscious customer service skills
• Ability to use tact and diplomacy in resolving problematic situations
• Professional agility and ability to handle multiple priorities with an appropriate sense of urgency
• Excellent judgment and decision-making skills
• Critical thinking and the ability to anticipate needs
• Ability to work occasional overtime; nights and weekends
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future