Site Leader

with Exceptional Customer Service / Reception/ Hospitality / Conference Rm (white glove), Audio Visual support, light facility experience.

Job Title: Site Leader Summary:

As the Site Leader, you play a pivotal role in the daily operations of our small-site, embodying a beacon of support and guidance for our dedicated team. Your mission includes ensuring seamless facility operations, maintaining profitability, and exceeding customer service expectations. You serve as the primary point of contact for both our valued customers and internal stakeholders, ensuring smooth contract compliance and addressing any concerns with warmth and efficiency.

Roles And Responsibilities

Reception/Conference/Meeting Rooms Setup and Catering:

• Perform all duties related to reception/switchboard including call and visitor handling.
• Meet, greet, and announce visitors in a professional manner.
• Ensure visitors are identified in accordance with security procedures. Handle hotspot/visit office space requests as required.
• Monitor booking tool and communicate/liaise with colleagues booking conference rooms to verify requirements and expedite changes.
• Physical setup/breakdown of rooms for meetings.
• Ensure conference rooms and meeting rooms are stocked with equipment and/or refreshments daily, as required.
• Monitor to ensure housekeeping standards are maintained in conference/meeting rooms.
• Track upcoming conference/meeting room bookings.
• Ensure conference/meeting rooms are set up as requested.
• Organize catered meals and provision of special equipment.
• Perform daily maintenance and inventory of basic meeting room equipment such as audio-visual equipment, tables and chairs, lighting, and heating/air conditioning.
• Proactively ensure that excellent housekeeping standards are maintained in conference/meeting rooms.
  
  

Facilities Services Support

• Provide first-line support and guidance for all Facilities Services processes, systems, and tools - escalate issues in a timely manner and follow up/track to ensure issues are resolved appropriately.
• Assist with ad-hoc requests for the office/market.
• Monitor the market Facilities Services mailbox and Service Central queues, responding promptly to inquiries.
• Assist end users with the operation of audio-visual equipment.
• Help to maintain the overall cleanliness and order/organization of the office space.
• Work with the Facilities Services Manager, building management, and outside vendors to arrange repairs and maintenance of office furnishings, fixtures, equipment, and space. Monitor service vendor performance.
• Support space management activities, including assisting with the coordination of desk moves.
• Manage all inventory levels (pantry/supplies) including daily stocking of all supplies for office and pantries.
• Participate in onboarding/offboarding activities for new hires/leavers desk setup.
• Participate in Day 1 orientation for new hires.
• Assist Facilities Services Manager with Occupational Health and Safety updates (e.g., general space walkthrough for potential hazards).
• Perform other Facilities Services duties as identified by the Facilities Services Manager which may include work on special projects.
• Escalate questions/concerns to the Facilities Services Manager.
  
  

Mail/Print Support

• Train current hub team to work independently, keeping service levels high in post and courier services to ensure timely collection and delivery, process outgoing mail and courier services procedures (USPS, FedEx, UPS, and other carriers).
• Train current hub team to ensure operation of all mail support equipment and maintenance of post and mail equipment and to troubleshoot printer problems. Coordinate maintenance of equipment including printers, binding equipment, laminator, postage machines, and courier label machines.
• Oversee stationery supplies and stock levels; place/coordinate orders for stationery/general office supplies; maintain appropriate records.
• Escalate Uniflow secure print issues following defined protocols.
• Ensure compliance with Mail, Print, Reprographics Standard Operating Procedures.
• Escalate questions/concerns to the Facilities Services Manager.
  
  

Leadership And Operational Excellence

• Oversee daily operations with an eye towards innovation and future trends, leveraging data-driven insights to guide decision-making.
• Serve as the primary point of contact for customer issues, maintaining contract compliance and service excellence while embodying an energetic and service-oriented approach.
• Drive efficiency and satisfaction through open-minded and authentic leadership, adapting to evolving challenges with adaptability and accountability.
• Mentor and empower a diverse team with an energetic and accountable approach, providing guidance on job assignments, schedules, and support.
• Tackle challenges head-on, demonstrating adaptability and open-mindedness in analyzing and resolving issues while upholding our commitment to service level agreements.
• Manage inventory efficiently, incorporating data-driven approaches to optimize supplies and resources while coordinating logistics for conference rooms and AV equipment.
• Ensure accurate and timely completion of administrative tasks, utilizing data-driven insights to streamline processes and enhance operational efficiency.
• Provide flexible support to other departments and vendors as needed, demonstrating adaptability and an authentic commitment to service excellence.
  
  

Qualifications (Must Have):

• High school diploma or GED.
• A minimum of 2 years of experience in a related field.
• Demonstrated proficiency in technology and customer-facing roles.
• Exceptional communication skills, both written and verbal.
• A passion for delivering exceptional customer service and driving team success.
  
  

Qualifications (Nice to Have):

• Previous experience in a leadership or supervisory role.
• Strong preference for previous training experience.
• Familiarity with B2B environments and technical processes.
• Advanced technical aptitude and problem-solving skills.
  
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.