Assistant Hospitality Manager

This individual will utilize his/her strong business aptitude and management experience to lead team of onsite & remote Hospitality Project Specialists responsible for delivering world-class quoting, processing of purchase orders, coordination of project delivery and proactive sales efforts.

Essential Functions/Major Responsibilities

• Build, develop and manage a team of professional inbound Hospitality Specialists dedicated to providing white glove service to all existing customers and potential clients.
• Manage the implementation and ongoing administration of a project take-off system as a value-add to existing and potential customers to enable HMI to proactively offer project quotes to key customers.
• Manage incoming quotes to ensure we are hitting predetermined response times, distributing quotes among team as needed to deliver 24-48 hour quote response time.
• Work with Director Human Resources to develop and implement a new hire recruitment, training, and development process.
• Coordinate closely with the production teams to ensure processes are followed to ensure customer satisfaction (i.e. packing lists, load photos, clean crates, etc.).
• Resolve complex customer concerns regarding quality, on-time delivery, order completion, communicating resolution plans as needed to Hospitality Manager, Director of Hospitality, Plant Manager, Shipping Manager, etc.
• Work closely with Supply Chain, offering forecasting as early as feasible to ensure stock levels are not depleted once hospitality orders are placed.
• Communicate pertinent competitive landscape information to management in a timely manner.
• Create work instructions for the process of doing project take-offs and other essential duties of Hospitality Specialist.
  
  

Specific Job Skills

• At least two years of experience in Hospitality.
• Project Planning background is a plus.
• Outstanding interpersonal skills. Significant experience in customer-facing environments and with high-pressure problem-solving.
• Excellent written and oral communication skills.
• Strong knowledge or experience with B2B telephone, fax, and digital order processing.
• Expert level proficiency with ERP systems and Microsoft Office suite.
• Strong analytical skills, with an eye toward continuous improvement of the customer experience.
• Versatile management skills with a proven ability to develop and manage a team.
• Proven ability to multi-task and meet deadlines in a changing and fast-paced environment.
• Experience in process improvement methodology and the ability to implement new processes and procedures.
• Customer first philosophy.