The SF Hospitality Lead is a client-centric lead role responsible for championing the guest experience across all front-of-house touchpoints. This role owns the client space鈥攅nsuring it is welcoming, polished, and aligned with brand standards鈥攁nd serves as the central coordinator for meetings, events, hospitality services, and daily workspace management. With a strong focus on service excellence, the Coordinator supports and advocates for both guests and internal teams, training and developing hospitality and reception staff to deliver seamless, personalized, and elevated guest experiences. The role also plays a key part in managing workspace readiness and supporting the evolving needs of a hybrid workforce in today鈥檚 modern workplace.
Key Responsibilities
Client & Guest Experience Ownership
- Own the presentation, functionality, and atmosphere of all client-facing spaces, ensuring they reflect the highest standards of professionalism and brand alignment.
- Champion the guest journey from arrival to departure, ensuring every interaction is warm, efficient, and tailored to individual needs.
- Act as the primary point of contact and escalation for all client-facing services, ensuring swift resolution and proactive communication.
- Greet guests upon arrival and escort guests to meeting rooms ensuring a seamless welcome experience.
Meeting, Event & Vended Hospitality Coordination
- Support the planning and execution of meetings and events, including room setup, AV coordination, vended catering, and guest logistics.
- Coordinate vended hospitality services including food and beverage setups, third-party catering, and in-room amenities.
- Use scheduling platforms (Book-It and Service Now) to manage bookings and optimize space usage.
- Liaise with clients before, during, and after events to confirm details, resolve issues, and gather feedback for continuous improvement.
- Produce daily, pre & post-event reports to inform service teams, enhancements, and operational planning.
Team Collaboration, Training & Support
- Support and advocate for vended Hospitality and Reception teams, ensuring alignment and collaboration across all client-facing services.
- Train and develop front-of-house staff, reinforcing service standards, operational excellence, and a culture of continuous improvement.
- Provide mentorship and guidance to team members, fostering a unified and professional front-of-house presence.
Workspace Management & Hybrid Workforce Support
- Ensure all shared and client-facing workspaces are clean, functional, and ready to support both in-person and remote employees.
- Monitor workspace usage and collaborate with facilities and IT teams to support flexible working arrangements.
- Anticipate and respond to the evolving needs of a hybrid workforce, ensuring hoteling offices, meeting rooms, collaboration zones, and amenities are optimized for productivity and comfort.
- Act as a liaison between employees, guests, and support teams to ensure the workplace experience is seamless and inclusive.
Employee Experience & Advocacy
- Support the employee experience by ensuring shared spaces are welcoming, functional, and conducive to productivity.
- Act as an advocate for both guests and employees, ensuring feedback is captured, communicated, and acted upon.
- Collaborate with internal departments and vendors to ensure smooth execution of services and alignment with client expectations.
Technology Engagement & Innovation
- Demonstrate a tech-curious mindset by exploring and adopting tools that enhance service delivery and operational efficiency.
- Utilize innovate tools to streamline guest services and improve client engagement.
- Manage and update digital room signage to ensure accurate, real-time meeting information and branding.
- Use task management apps to support quality assurance, service tracking, and team coordination.
- Prepare for and support the integration of AI-powered booking and reporting tools to future-proof front-of-house operations.
Operational Excellence & Attention to Detail
- Conduct regular workspace inspections to ensure all flex-spaces meet quality standards and are event-ready.
- Monitor service delivery and lead quality assurance efforts to maintain a consistently high level of service.
- Identify opportunities for improvement and contribute to the evolution of front-of-house service strategies.