Job Summary:
Reporting directly to the Associate Director, ExEd Operations, this role oversees office operations, including check-in/checkout and concierge services鈥攚hile providing an exceptional level of customer service to Executive Education participants (encompassing 500+ bedrooms and 180+ programs/12,000+ participants annually); guests and the general HBS community; and service/support to program staff, all in a fast-paced, high-energy, dynamic environment.
Position Description
- Under the direction of the Associate Director, provide direct oversight of all aspects of front-office, back-office, and concierge daily operations.
- Manage part-time team members; and set team schedule.
- Assume the role of Manager-on-Duty during scheduled shifts.
- Manage schedule changes and callouts within team; being ready to fill in shifts or arrange for other coverage.
- Provide training for all team members to ensure standards are consistently met.
- Manage and problem-solve team and participant requests/issues鈥攊ncluding emergency situations鈥攖o successful resolution.
- Address immediate participant concerns and service recovery situations, escalating emergency situations to Associate Director when needed. Use creativity to anticipate participant needs and identify solutions.
- Oversee the execution of special arrivals and departures and any unique program requirements as outlined by the Associate Director through collaboration with program delivery teams.
- Serve as process expert for the group, including monitoring and assessing current processes and identifying opportunities for process improvement.
- Act as main point of contact for technology-related concerns, questions, and best practices. Creates and disseminates reports, dashboards, automation, and monitors work order status.
- Communicate operational process updates across the team and maintain internal team website.
- Manage the front-desk & back-office space and program offices ensuring all materials are organized and stocked.
- Assist with onboarding and training new Guest Services staff. Liaise with Program Delivery and other ExEd departments on role of Guest Services and operational improvements. Provide tours of HBS campus and ExEd facilities.
- Focus on helping to foster/create a positive and respectful work environment.
- Lead other projects and various other duties provided by Associate Director.
- Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents
- Perform other duties as assigned.
Working Conditions:
This role requires that you are fully onsite at our Boston, MA based campus as the role is not eligible for remote and/or hybrid work.
Role oversight includes management of part-time team members, requires the ability to work outside of regularly scheduled hours, and the schedule may vary based on business needs. The standard schedule includes evening and weekend hours.