Director Of Conference & Hospitality Services

Rapport

Salary: $135,000 - $155,000 / year
Other Forms of Compensation: bonus

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Distinct from recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long‑term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, allowing them to attain their career aspirations. It starts with a warm welcome to our business, followed by an individual training and development program. You’ll be encouraged to become the very best you can be throughout your career here, and will be provided with the skills to step into your next big role.

Becoming a Rapport ambassador means becoming part of a global community, collaborating with diverse talents, sharing ideas, and experiencing a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job: it’s a meaningful career.

As the Director of Conference & Reception Services you will have the opportunity to work with great people like yourself! You will be surrounded by people who are passionate about what they do and share in our belief in the quality value of delivering superior hospitality to our premier client.

The Director of Conference & Reception Services will be responsible for overseeing the engagement of all Clients, Guests, Vendors, and Associates entering Milbank. You will ensure that all policies and procedures are followed and that all hospitality departments operate at maximum efficiency. You will continuously elevate the program rather than maintaining. They will lead by example, displaying an energetic, friendly, and approachable demeanor always.

• Support, manage, and execute Senior Leadership‑level events strategically while leading with professionalism and ownership.
• Develop and implement innovative programs that elevate engagement, optimize space utilization, and increase service impact.
• Partner with client operations team; collaborating and analyzing data, feedback, and trends to develop continuous improvement and holistic service delivery opportunities.
• Provides clients and site managers with regular updated data and reports regarding hospitality operations, events (including after‑hour), levels of activity, operational concerns, etc.
• Continuously evaluate service models and recommend enhancements to elevate the user experience and operational effectiveness.
• Serve as a highly visible point of contact, ensuring expectations are understood, communicated, and exceeded.
• Partner with client operations team, cross‑functionally to deliver cohesive solutions that enhance both the guest journey and employee productivity.
• Responsible for overseeing day‑to‑day reception services, meetings, and events.
• Provide a consistent high‑level service in all areas to exceed guest satisfaction and KPIs are achieved:
  • Train and mentor staff to deliver Platinum Service in every guest interaction.
  • Adjust and make recommendations for processes when areas are not meeting standards.
  • Ensure staff are engaged and involved in individual and team building programs.
• Conduct daily point meetings that include a service and recognition component.
• Develop and/or adapt training materials to best support the success of the Rapport Team and consistently revisit guides, manuals and training procedures.
• Complete internal audits on guest service functions to ensure client specific standards are met.
• Complete all daily, weekly or monthly reports and present them in a monthly business review.
• Manage and formulate weekly schedules for team members, flexing labor and staffing levels when applicable.
• Develop, maintain and update Standard Operating Procedures for all job tasks and positions.
• Have a strong focus on strategy, introducing new hospitality concepts and operational efficiencies.
• Able to build consensus and influence team members to achieve goals and objectives.
• Exhibits superb organizational skills and can manage multiple tasks or projects…