Director First Impressions & Office Services

Overview

The Director of First Impressions is responsible for creating and delivering an exceptional workplace and hospitality experience for employees, clients, candidates, trade partners, executives, and guests. As a highly visible presence in the office, this role helps ensure every interaction reflects Suffolk's culture, values, professionalism, and commitment to service.

This position goes beyond traditional front desk responsibilities by taking ownership of the day-to-day workplace experience - from welcoming guests and maintaining an inviting office environment to coordinating meetings, events, executive visits, new hire readiness, and overall office operations.

This position works closely with regional leadership, People & Culture, IT, Marketing, and other teams to create an environment that is welcoming, organized, thoughtful, and representative of Suffolk's brand.

This is a hands-on individual contributor role requiring a proactive, polished, resourceful, and service-oriented professional who can operate independently, anticipate needs, manage multiple priorities, and consistently follow through. The ideal candidate takes pride in creating memorable experiences and is equally comfortable welcoming an executive, coordinating important meetings, planning an employee event, or addressing the everyday details that keep the office running smoothly.

Workplace Experience & Hospitality

• Serve as the primary point of contact for the office, warmly welcoming employees, clients, candidates, trade partners, vendors, and guests and creating a positive and professional first impression.

• Deliver a high level of hospitality and customer service throughout the workplace, anticipating needs and responding to requests with professionalism, care, and urgency.

• Maintain a polished, welcoming, organized, and professional environment throughout reception, conference rooms, kitchens, shared spaces, and other high-visibility areas.

• Coordinate workplace amenities, supplies, equipment, and hospitality resources to ensure the office is prepared to support employees and guests each day.

• Build strong relationships across the office and serve as a trusted resource for day-to-day workplace needs.

• Anticipate needs and independently resolve routine workplace and service-related matters, engaging the appropriate team or leader when additional support is required.

• Gather feedback from employees, leaders, and visitors and identify practical opportunities to continuously improve the workplace experience.

• Suggest new ideas, processes, amenities, or experiences that enhance the workplace and strengthen employee and guest experiences.

• Model Suffolk's culture and values and contribute to an environment of collaboration, professionalism, care, and service.

Employee, Executive & Client Experience

• Partner with People & Culture and regional leadership to support employee celebrations, recognition, onboarding experiences, cultural initiatives, volunteer activities, and regional events.

• Coordinate the workplace experience for new hires, including workspace and equipment readiness, welcome details, introductions, and other office-related needs in partnership with the appropriate teams.

• Coordinate executive, client, leadership, and other important office visits, anticipating hospitality, meetings, technology, and logistical needs.

• Reserve and prepare meeting and event spaces, including room setup, catering, audiovisual requirements, conference technology, supplies, and breakdown.

• Coordinate logistics for office events, employee gatherings, leadership meetings, celebrations, and other regional activities, including catering, vendors, technology, supplies, signage, setup, and breakdown.

• Create thoughtful and personalized experiences for employees and guests while exercising professionalism, discretion, and good judgment.

• Provide occasional early morning or evening support for meetings, events, executive visits, and other regional activities as business needs require.

Office Operations

• Coordinate day-to-day front-of-house and office operations to maintain an efficient, organized, professional, and welcoming workplace.

• Maintain office processes, checklists, and service standards and recommend improvements when opportunities are identified.

• Manage workplace amenities and office service needs, including kitchen and office supplies, printing, mail, shipping, courier services, and shared equipment.

• Receive, sort, and distribute incoming mail and packages and coordinate outgoing mail, courier services, and shipping needs.

• Monitor shared office equipment and coordinate service, maintenance, or repairs as needed.

• Coordinate office maintenance and service requests and serve as the onsite contact for vendors, technicians, property management, catering partners, and other service providers.

• Develop strong relationships with workplace vendors and service providers and help ensure expectations for quality, responsiveness, and value are consistently met.

• Partner with IT and…