JOB DESCRIPTION
This role will oversee standards and customer satisfaction for Client Conferencing with growth opportunities for expanded quality scope of Amenity Services. The amenity services provided will closely align to that of a large hotel that offers an array of guest services. Problems have to be resolved often within very tight time frames requiring the ability to remain focus and communicate thoughts clearly and concisely among peers and senior management. Be able to demonstrate the ability and have the experience to create and execute strategic initiatives for Amenity Service in our new headquarters. Create and manage action plans for top service provided to our internal and external guests. Drive program innovation related to quality, satisfaction scores and technology to incorporate latest trends that drive exceptional employee and client experiences
RESPONSIBILITIES:
- Manage daily quality focus and customer satisfaction to provide best-in-class hospitality experiences within our new headquarters.
- Develop and maintain positive relationships with the other departments within the building to ensure Amenity Service employees are trained on the needed skills to successfully perform their jobs to attain service excellence.
- Foster a sense of community among all aspects of the Client Center and other departments within our new headquarters.
- Develop and implement action plans for service improvement strategies that support Amenity Services strategic direction.
- Oversee development and implementation of Amenity Service specific training programs based on actionable items.
- Monitor and conduct department specific learning and development reviews with aim to innovate and improve services provided.
- Prepare annual training plans and training calendars for the Client Center that reflect performance gaps and learning needs.
- Creating Quality strategic plan and supporting other department heads in creating the department strategic plans. Markets the plan and programmed training and initiatives to continually improve services.
- Foster a positive work environment that encourages teamwork, communication, and professional development.
- Maintain relationship with vendors, suppliers and other stakeholders to ensure Amenity Service quality goals are achieved.
- Drive innovation in related to quality, satisfaction scores and technology to incorporate latest trends that drive exceptional employee and client experiences.
- Develop and implement Voice of the Customer program to manage customer feedback and execute on a service driven program.
- Develop employee recognition program.
- Conduct ongoing competitive review of retail and industry trends, competitive landscape and innovation to define program strategy.
- Travel as required for trainings and business needs
KNOWLEDGE AND SKILLS:
- Bachelor's degree required, Master's degree preferred.
- Strong client focus
- Ability to influence and inspire a large team at varying levels of experience, candidate presenting themselves with an uplifting, positive personality as well as presenting a high degree of confidentiality
- Strong business management, analytical, and presentation skills
- Excellent communication skills – oral and written to develop written correspondence and training materials.
- Minimum 10 years recent and relevant management experience in hospitality or business environment.
ABOUT US
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.