Hospitality Specialist

The Facilities & Operations (F&O) Directorate's mission is to enable great science and provide a superior user, staff, and guest onsite experience. The Guest Services Division, which resides within the F&O Directorate at Brookhaven National Laboratory (BNL) provides services that support and assist the world-class scientific research by providing Fleet, Transportation, Mail, Housing, Food, and Conference services, as well as Quality of Life (QOL)/Brookhaven Employee Recreation Association (BERA) services and facilities. Guest services are available to all BNL Divisions, Departments, guests, users, and visiting researchers.

BNL’s F&O Directorate seeks a Manager of the Guest Services Division. This position reports to the Associate Lab Director (ALD) for F&O.

Essential Duties and Responsibilities:

• Oversee a budget of $8M and a staff of 40 employees in various service lines: Housing Services; Fleet Management; Conference Services; Brookhaven Employee Recreation Association (BERA); Mail Services; Food Service Management; and Transportation.
• Provide leadership, management and supervision to five direct reports centered on operational excellence that supports safe, efficient and secure operations.
• Determine the Division’s strategic direction; develop and implement operational plans; and employ and maintain capabilities to execute plans.
• Develop all support services and programs according to customer needs, (Environment, Safety and Health) ES&H requirements, BNL management decisions, available resources, government regulations, and the DOE/BNL Prime Contract.
• Oversee and evaluate the success of the division and individual departments’ operations.
• Assist in the development of overall business strategies for the self-sustaining, revenue-generating support service activities to ensure on-going fiscal sustainability.
• Ensure safe, effective, and ES&H compliant operations, with a focus on prevention, protection and conservation of resources.
• Develop, implement and administer effective communications plans and programs.
• Foster a culture of service excellence and continuous improvement with a focus on customer service, efficiency, and quality.
• Establish and revise organizational structure to assure optimal mission performance within resource limits.
• Hire, develop, evaluate and retain highly qualified staff.
• Maintain awareness of the environmental impact of work and apply pollution prevention and waste minimization techniques. Identify potential hazards, environmental concerns, and unsafe conditions or practices in work or at work site and implement or suggest controls to minimize risk.

Required Knowledge, Skills, and Abilities:

• Bachelor’s Degree in Business Administration, Hospitality Management, or a related field.
• Minimum 6 years related work experience, including a minimum of 2 years demonstrated management experience and the ability to manage exempt, non-exempt, and bargaining unit staff.
• Excellent customer service skills for internal staff, users, and guests.
• Superior leadership skills demonstrated through a history of empowering staff in a collaborative, team-oriented environment.
• Experience leading and managing teams/workgroups deployed to various work locations.
• Excellent communication (verbal, written and presentation) skills.
• Able to work effectively with peers in F&O and other organizations with the ability to work under pressure, meeting deadlines and balancing multiple priorities.
• Advanced interpersonal skills to work effectively with a wide range of constituencies in support of the BNL mission.
• Ability to exercise sound judgment with advanced problem-solving and decision-making skills. Discretion in handling confidential and/or highly sensitive matters.
• Experience in budget development and management.
• Knowledge of general accounting principles, cost and pricing methodology.
• Experience in contract management and compliance, vendor relations and product/service evaluation.
• Proficiency with MS Word, Excel and Outlook. ​

Other Information:

• This is an Onsite Position.

Brookhaven Laboratory is committed to providing fair, equitable and competitive compensation. The full salary range for this position is $121600 - $175100 / year. Salary offers will be commensurate with the final candidate’s qualification, education and experience and considered with the internal peer group.