Workplace Experience Supervisor

Workplace Experience Supervisor 📍 NW Washington, DC 20005 On site The Workplace Experience Supervisor is the visible leader of the front‐of‐house experience, setting the tone for how clients, guests, and employees feel the moment they arrive, and ensuring consistency in every interaction thereafter. This role simultaneously delivers exceptional service and high levels of hospitality. They are detail-oriented, organized, maintain a professional image, lead by example, and are keenly aware of the needs of the clients and the team. By observing company culture, and how the environment operates, the Workplace Experience Supervisor will drive and enhance the visitor and in-office experience. The Workplace Experience Supervisor will collaborate with stakeholders across different departments and vendors to deliver an exceptional, curated experience for clients, colleagues, and guests. The Workplace Experience Supervisor will work closely with account leadership to ensure flawless execution of services and timeliness of daily deliverables. KEY RESPONSIBILITIES • Provide oversight and leadership of the Reception and Workplace Experience Ambassador teams • Create personalized and memorable experiences for our client and their visitors • Foster a culture of hospitality • Provide coaching and feedback to drive continuous team improvement • Coordinate staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness, and emergencies • Ensure all requests are properly tracked and recorded in our ticketing system • Maintain and report metrics for a variety of reporting systems • Perform daily walkthroughs to observe team performance firsthand • Proactively identify opportunities to improve team performance, processes, and the visitor and workplace experiences • Ensure accuracy of team timekeeping records • Participate in regular client business review meetings • Lead daily team meetings • Conduct and deliver annual employee performance evaluations • Ensure strict adherence to all SPS policies and procedures • Assist with the development of training materials, execution of formal training sessions, and cross-training of team members • Meet all client and SPS deadlines • Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations • Develop, appraise, and counsel staff to reduce turnover, improve employee satisfaction, and support the career development of team members • Ensure confidentiality of client and visitor information • Maintain a polished and professional demeanor and appearance • Lead by example to set the standard for the team REQUIREMENTS • Associate or bachelor’s degree, or equivalent experience, is required • 2+ years of experience in a high-end hospitality environment (like luxury hotels or fine dining restaurants) is required • Prior supervisory or managerial experience is strongly preferred • Prior experience in a client-facing role in a similar industry (like legal or financial industries) is preferred • Strong communication, interpersonal, and problem-solving skills • Professional appearance and demeanor • Strong computer proficiency skills PHYSICAL DEMANDS • Ability to walk, bend, kneel, stand, and/or sit for an extended period • Ability to lift or move 40 lbs. or greater frequently • Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. TRAVEL: • None or negligible OTHER DUTIES: • This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other…