Workplace Experience Manager

Do you have a deep-seated passion for crafting exceptional guest experiences? Are you at your best in fast-paced, dynamic environments, leading and inspiring a team to deliver nothing short of 5-star, white-glove service? If so, we've got a tailor-made opportunity waiting for you!

Imagine taking the reins of a team dedicated to delivering unparalleled hospitality services to a prestigious global financial services firm. In this leadership role, you'll be at the forefront of creating extraordinary moments for clients and guests, setting the gold standard for excellence in every interaction.

Forrest Solutions is seeking an experienced and dynamic Client Relations Manager to lead our Workplace Experience team. This includes overseeing Service Center Mail/Print, Reception, and Concierge services for a prestigious financial services client. The ideal candidate will ensure the highest quality of service, uphold our established standards, and create a positive and efficient workplace environment. This role thrives in a high-volume, fast-paced setting and requires collaboration with teams across the country.

Key Responsibilities

Operational Excellence: Ensure all daily activities adhere to Forrest Solutions' Standard Operating Procedures, policies, and guidelines.

Client Liaison: Serve as the primary contact between the client and Forrest Solutions, managing day-to-day operational requirements to ensure 100% client satisfaction.

Team Leadership: Recruit, train, motivate, and supervise on-site staff to deliver exceptional service.

Service Improvement: Regularly evaluate and introduce new best practices in services, staffing, and technology to enhance operations.

Performance Management: Identify key performance indicators, manage SLA requirements, and present quarterly business reviews.

Cost Efficiency: Develop and implement cost-saving initiatives and service enhancements.

Client Feedback: Conduct client satisfaction surveys to identify opportunities for improvement.

Staff Development: Promote cross-training, ongoing development, and manage performance-related issues, including disciplinary actions.

Operational Readiness: Ensure the site is always tour-ready, maintaining cleanliness and proper signage.

Qualifications

Education: An undergraduate degree or equivalent experience.

Experience: 5 years in a management role within a high-performance service environment, preferably with experience in corporate hospitality, hotel, office services, or financial services. Mail and print experience is a plus.

Meeting & Conference Room Management: Proven experience in managing meeting and conference room systems.

Leadership Skills: Proven ability to lead a large team (20-40 ), assess performance, and mentor staff.

Communication: Excellent verbal and written communication skills.

Adaptability: Ability to thrive under pressure, manage changing priorities, and maintain confidentiality.

Technical Proficiency: Proficiency in Microsoft Office, ServiceNow, Medallia, and other relevant software.

Personal Traits: Strong attention to detail, ability to multi-task, and a cheerful disposition.

Why Forrest Solutions?

Join a team that values excellence, innovation, and a commitment to providing outstanding client experiences. We offer opportunities for professional growth, a collaborative work environment, and the chance to lead in a dynamic and fast-paced setting.

Equal Employment Opportunity Statement

Forrest Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Apply now to become a key player in delivering unparalleled service and enhancing workplace experiences for our client.