American Express Careers

Manager-Workplace Services

Phoenix, Arizona

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Job Description

Manager, Workplace Services – US West Region
Position based in Phoenix, Arizona
Global Real Estate & Workplace Enablement (GREWE) makes American Express a safe, productive and engaging workplace, across 200 properties in 41 countries, while maximizing the value of AmEx's real estate assets. 
The Workplace Services team assumes responsibility for Amex Colleague Workplace Services to include:  Dining, Catering, Vending, Pantry Services, Conference Services, Audio Visual Support, Concierge Services, Fitness Centers, Colleague Child Care and other workplace amenities. 
As a part of the wider GREWE team, at Workplace Services we believe the colleague experience is critical to the success of American Express. We believe that personalized experiences at work inspire colleagues to deliver distinguished experiences to their customers and colleagues.
The Manager, Workplace Services – US West Region, will report to the Director of Hospitality Services, based in the Sunrise, Florida.  This position focuses on key strategies to drive forward workplace services and amenities in the Phoenix and Salt Lake City Regions, establishing and promoting the Workplace Services brand and function to colleagues.
This position supports the US Workplace Services function and provides oversight for the delivery of services directly interfacing with employees and visitors in American Express premises. The majority of these services are delivered by third party providers.
The principal functions of this role include:
  • Strategic focus on the development, documentation and oversight of the operating model for the Colleague Experience throughout Workplace Services
  • Support Workplace Services Dining support model
  • Support Workplace Service Ambassadors support model
  • Support Workplace Services Conference Services and AV support model
  • Partner with  American Express Technology groups and being a SME for meeting room technology and support in the region
  • Develop and deliver suitable control measures for the above
  • Vendor liaison for superior service delivery, consistency, safety and quality assurance
  • Having a deep understanding of the needs of our colleagues by way of casual and programmed interactions; lead on satisfaction and other measurements
  • Participate in strategies that contribute to the employee value proposition for all Workplace Services
  • Adherence to Facilities Management Policies & Procedures and applicable codes and regulations
  • Development and innovation of further workplace services and amenities
  • Oversight of the following vendor provided services: Dining, Conference Services, Audio Visual Services, Workplace Service Ambassadors, Vending, Pantry Services, Fitness Centers
  • Provide oversight of the resource planning for all service operations on a day to day basis
  • Provide subject matter expertise for meeting room technology solutions and support
  • Develop and periodic review of standard operating procedures relating to the above services
  • In partnership, establish performance objectives and deliverables related to the achievement of line of business's goals and objectives for a client or clients.
  • Develop, monitor and report operational controls and key performance indicators relating to the specification and quality delivery of the above services
  • Oversee operational controls and standards to ensure the highest levels of Health and Safety are unconditionally adhered to by employee and vendor partner resource
  • Develop and monitor capital plans, action plans and roadmaps to excellence, for all relevant services; drive consistency of approach across the region
  • Participate and lead in the planning of new facilities from a Workplace Services perspective
  • Maintain AV inventories and PPM schedules relevant to meeting space across the region
  • Create and maintain strong working partnerships, along with rigorous management of vendor, to include formal reviews, operational alignment, review of scorecards
  • Develop and deliver in a timely way, a dashboard of metrics and reporting relevant to the services indicated
  • Develop multiple feedback mechanisms to monitor both customer satisfaction and vendor performance
  • Meet and better all financial targets relevant to the services
  • Maintain great local and regional market knowledge to leverage best in class industry practices, innovative approaches for enhanced customer experience, and operational and financial efficiency


Customer Service Requirements:
  • Be an expert in customer service, walk the walk every day, be a role model for the entire team
  • Be ready to demonstrate, to guide and to coach in order that a customer service culture is at the heart of the wider team’s actions
  • Be the go-to person for escalations Senior Executive and Client activities within Meeting Spaces
  • Partner with all service providers in the Meeting Room, Technology and Ambassador areas to provide a format for superb information flow, maximizing the potential for successful meetings  and experiences every single time
Additional Qualifications:
  • Prior experience in a World Class hospitality environment a must
  • Prior experience in luxury hotel or food service operations or similar corporate services position preferred
  • Prior experience of managing broad range of quality-related services in a corporate environment
  • Excellent interpersonal and communication skills
  • Track-record of passion for customer service
  • 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
  • Bachelor’s degree or equivalent in Hospitality Management preferred or equivalent relevant experience
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19012456
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 8, 2019, 5:14:57 PM
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