American Express Careers

Manager for Hospitality Services

Bonifacio Global City, Philippines

Job Description

Global Real Estate & Hospitality Enablement (GREWE) makes American Express a safe, productive and engaging Hospitality, across 200 properties in 41 countries, while maximizing the value of AmEx's real estate assets. 

The Manager, Hospitality Services, based in Manila will report directly to the Vice President Hospitality Service in New York.
The Manager, Hospitality Services will support the JAPA market and will own the localized strategy and delivery for services directly interfacing with employees and visitors in American Express premises. This includes responsibility for food service and client services. Client services include:  Reception, Cafeteria, Catering, Vending, Conference and Training Rooms, Concierge Services, Tele-Presence Rooms, Audio Visual Services, Activity Center, Gym, Day Care, and Coffee Kiosks where applicable.  This role is responsible for ensuring the high quality and safety of this delivery, as well as driving enhancements and efficiencies to contribute to the American Express employee value proposition for all Hospitality Services.
This is a critical role which requires a strong understanding and experience with the management of 3rd party suppliers. This role is accountable for overseeing delivery of the operational controls and support across all areas of all Health and Safety within the cafeterias and conference/amenity services to ensure that all controls remain monitored and appropriate. Integral to this position will be the maintaining of relationships with internal and external customers, as well as ensuring the adherence to Facilities Management Policies & Procedures and applicable codes and regulations.
This position’s responsibility includes assurance of highest quality level and safety of all food and beverage ingredients and products purchased, produced by and sold to AE employees in cafeterias, and grab-and-go and catering operations. Any provider of prepared foods and beverages (caterers), such as commonly offered at catering/banquet or special events, will be monitored and/or audited for food safety by the  Safety team as well.

  • Management of; Reception, Cafeteria, Catering, Vending, Conference and Training Rooms, Concierge  Services, Tele-Presence Rooms, Audio Visual Services, Activity Center, Gym, and Coffee Kiosks.
  • Management of operational controls and standards to ensure the highest levels of Health and Safety are unconditionally adhered to by employee and vendor partner resources.
  • Management of Third Party Vendors – Responsible for the on-going partnerships, along with rigorous management of vendor performance to deliver high quality food and beverage services to the global employee population.  Additionally, monitoring and negotiating spend, service level adherence etc.
  • Maintains market Intelligence to leverage Best in class industry practices, innovative approaches for enhanced customer experience, and operational and financial efficiency.
  • Responsible for the on-going maintenance and amendment (when required) of relevant Policies & Procedures and applicable codes and regulations.
  • Develops and delivers multiple feedback mechanisms to monitor both customer satisfaction as well as supplier performance.
  • Oversees budget and capital planning
  • Provides guidance on the design of new build outs and renovation of dining areas, conference services, gym, and Audio Visual equipment.
  • Develop and maintains  standard operating procedures (SOP) for food safety handling of all phases of food and beverage purchasing, inventory management, food and beverage production and sales
  • Establish internal food safety/HACCP inspection procedures for use by unit managers and supervisors
  • Update SOP/safe food handling procedures globally, by working with on-site managers
  • Ensure proper training in food and beverage service operations, specifically on proper food safety/HACCP and QA standards; including but not limited to chefs/cooks, food prepares and purchasing/receiving personnel, as well as service staff (wait staff) and catering employees
  • Responsible for 3rd party food safety audits, such as suppliers (SYSCO, e.g.) at the local and national level
  • Provide assistance to executive chefs and department heads to facilitate a positive resolution of all Quality Assurance and Food Safety issues, while ascertaining consumer safety and minimizing risk to AE and its employees at all times
  • Keep track of product recall issues and communicate effectively and quickly with all involved AE entities so that proper actions can be taken (rejection or replacement of ingredients, and/or change of SOP)
  • Support and train maintenance and facilities operations personnel to ensure optimal operation and maintenance pertaining to  all AE reception/meeting spaces, food and beverage facilities and equipment globally
  • A sound understanding and experience of proactively identifying risk and managing change in key areas of Hygiene and Safety through and with the operational and support teams
  • Responsible for monitoring and reporting of service level agreements and key performance indicators internal and external, also tracking of risks/rewards mechanisms
  • Responsible for financial tracking and reporting to ensure all services are delivered within agreed budgets and service levels
  • Responsible for providing a continuous improvement review and development of initiatives to improve service
  • Analysis of customer feedback relating to food and addressing any points with supplier
  • Undertake regular performance review meetings with the Supplier
  • Manage external food hygiene consultant, and the resulting report
  • Responsible for managing and meeting all committed budgets related to the Hospitality Services operation

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations


Client Service Qualifications:
  • Responsibilities include establishing performance objectives and deliverables related to the achievement of line of business's goals and objectives for a client or clients.
  • Keeping AV and Conference services up to date on policies, programs and technology
  • Ensure cleanliness of all common area spaces in conjunction with the FM Team.
  • Management and oversight of Reception and Conference Services staff.
  • May write or assist in writing RFP (Requests for Proposals) responses and executing on those proposals.
  • Develops implements and maintains key processes to be followed by a function(s). Defines priorities for site, area and function planning as part of a one-time client engagement or as part of an on-going client relationship.
  • Coordinates with the line of business platform; i.e., subject area, geographic resources and experts able to support the needs of line of business's clients.
  • Manages and achieves financial, operational and other measures as defined in deliverables and/or KPI's (Key Performance Indicators) established for the client or clients as part of a one-time client engagement or as part of an on-going client relationship.
  • May collaborate with other line of business team members to forecast and develop annual real estate plans and implement strategies for achieving savings and cost avoidance goals as part of a one-time client engagement or as part of an on-going client relationship.
Additional Qualifications:
  • Experience managing broad range of quality-related functions, including Hazard Analysis and Critical Control Points (HACCP) plans, Good manufacturing practices (GMP), or similar standards
  • Certification in ServSafe and Safe Quality Food (SQF) or Global Food Safety Initiative (GFSI), or similar programs
  • Minimum 10 years in related fields; Food Safety, Quality assurance and food service operations in a World Class Hospitality Environment
  • Proven experience to negotiate and manage third party suppliers on a global scale.
  • Experience managing broad range of quality-related functions,
  • Excellent interpersonal and communication skills
  • Demonstrate desire for achieving excellent in-house customer satisfaction, pertaining to safe/high quality food and beverage product quality and reliability
  • A demonstrated ability to both supervise and motivate staff and relevant contractors
  • Detail oriented and ability to manage multiple tasks simultaneously in a fast paced, globally oriented environment
  • Leadership skills that inspire team confidence and respect in a creative and effective manner
  • Strong interpersonal, written, communication, organizational and analytical skills
  • Demonstrate desire for achieving excellent in-house customer satisfaction, pertaining to safe/high quality food and beverage product quality and reliability
  • Degree (BS/MPS/MBA) in hospitality management or related areas preferred. 

ReqID: 18013287
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 28, 2018, 10:14:56 AM