Client Relations Manager

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

The Hospitality Manager plays a central role in delivering a seamless, high-quality workplace experience for executives, staff, and distinguished guests. This individual is responsible for overseeing front-of-house (reception, guest services, hospitality) and back-of-house (housekeeping, facilities support, mail/supplies) operations. The role requires strong leadership, cultural awareness, and a refined understanding of luxury service standards to consistently exceed expectations in a high-profile international environment.

Key Responsibilities

Operational Oversight

• Manage the daily operations of housekeeping, reception, catering/food & beverage services, and facilities maintenance.

• Ensure all areas, including reception, conference rooms, executive suites, cafés, and common spaces, reflect the highest level of cleanliness, presentation, and readiness.

• Maintain operational workflows that balance efficiency with service excellence.

Leadership & Team Supervision

• Conduct daily team briefings to set goals, assign responsibilities, and reinforce service priorities.

• Provide direct supervision, coaching, and performance feedback to service staff, ensuring accountability and high morale.

• Train and mentor new hires and floaters on service standards, client culture, and hospitality expectations.

• Monitor staffing levels, schedule coverage, and address absences or call-outs in real time.

Guest & Client Experience

• Serve as the visible leader of hospitality and client relations in the workplace, greeting executives, VIPs, and guests with discretion and warmth.

• Anticipate guest needs, ensuring personalized, culturally aware service that aligns with Forbes 5-star and LQA standards.

• Partner with Executive Services to plan and execute meetings, events, and special visits.

• Provide backup support for reception and guest ambassador roles as needed.

Housekeeping & Facilities Support

• Develop and oversee porter and housekeeping schedules, conducting daily quality checks to ensure pristine conditions.

• Track and resolve maintenance issues quickly through collaboration with Facilities Management.

• Ensure convenience rooms, pantries, and cafés are fully stocked and presentable.

• Manage and audit supplies for housekeeping, catering, and facilities (envelopes, boxes, beverages, amenities).

Reporting & Accountability

• Submit concise daily reports summarizing:

• Visitor and VIP activity.

• Maintenance updates and facility issues.

• Staffing levels and adjustments.

• Inventory status and supply needs.

• Maintain clear records of service delivery, issue resolution, and guest feedback.

• Ensure escalation processes are followed for unresolved service or facility concerns.

Service Standards & Compliance

• Enforce hospitality benchmarks such as Forbes 5-star and LQA criteria in all guest-facing and back-of-house operations.

• Conduct monthly audits of cafés, copy rooms, and housekeeping closets to ensure compliance with service and inventory standards.

• Promote and model corporate polish and professional presentation at all times.

Success Metrics

• Guest satisfaction scores and feedback.

• Accuracy, timeliness, and completeness of daily reports.

• Effective inventory management and supply availability.

• Strong engagement, retention, and performance of team members.

• Speed and effectiveness in responding to facility or service issues.

• Consistent demonstration of luxury service standards in all operations.

Required Skills & Qualifications

• Experience: 5+ years in luxury hospitality, client relations, or corporate services, ideally in high-profile or culturally nuanced environments.

• Leadership: Proven ability to lead, motivate, and coach service teams with professionalism and empathy.

• Hospitality Standards: Deep understanding of Forbes 5-star, LQA, or equivalent luxury service benchmarks.

• Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and strong reporting/documentation skills.

• Interpersonal Skills: Exceptional communication, discretion, and cultural awareness.

• Physical Requirements: Ability to lift 50+ pounds and manage physical aspects of facilities support.

• Professional Presence: Corporate polish, refined presentation, and comfort interacting with executives and VIP guests.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, origin, disability, or military status.

Opensity is an Equal Opportunity Employer. 

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. 

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination. 

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.