Hospitality Account Manager

Company Description

Williams Lea, by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly.

Job Description

Pay: $80,000 - $85,000

The Account Manager is an operations leader who will communicate a vision for how Williams Lea best serves our clients across single or multiple service offerings, and who empowers and enables their team to bring that vision to life.  The role focuses on executing service delivery, delivering operational excellence, implementing optimized cost to serve models, applying continuous improvement initiatives, and team growth and development.

Operational Leadership

• Responsible to oversee  day-to-day operations across all service lines with an emphasis on the front-end services that include hospitality, catering, concierge, events, and reception.
• Ensure seamless, high-touch guest experiences aligned with white-glove service standards.
• Implement and manage standard operating procedures, workflow optimization, quality metrics, and service delivery goals.
• Lead continuous improvement initiatives and proactively address operational issues before they escalate.
• Utilize workflow management tools to monitor service delivery and inform staffing decisions.
• Partner with cross-functional teams to ensure integration with client expectations and organizational policies.

Job Duties:

• *Establish the quality of service delivery across their portfolio of accounts
• *Implement standardized processes for all aspects of operations
• *Track operational controls and ensure management information reporting requirements are fulfilled
• *Accomplish action items from account plans
• *Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• Follow delegations of authority for operations team 
• *Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting
• *Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• *Investigate and resolve issues escalated by the portfolio client(s) and communicate significant issues to the Operations Director and client services
• Have a strong knowledge clients’ businesses and the impact of our services
• *Manage overall performance metrics of accounts/departments against contract/target  metrics
• Provide team with clear communications regarding target metrics/expectations and support their achievements
• Escalate  operational, compliance and financial risk areas
• *Manage the selection, induction, development, retention, motivation and performance of direct reports
• Establish a structured succession plan for key roles
• *Support new business implementation
• Cascade key business and organizational messages down to the associate level, per the appropriate channels 
• Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement
• Ensure that operational processes stay within agreed upon budgets and timelines
• Provide training and development opportunities and serve in mentoring role for his/her direct reports
• Compilation and issue of monthly client billing
• *Manage staff allocation through optimized scheduling and cross-training and through fostering a strong sense of teamwork

Qualifications

• Bachelor’s degree or equivalent experience is required
• Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
• Sales or professional consulting a Plus but no required.
• Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
• Excellent client service skills with a service-minded approach towards the client
• Proven experience in the delivery and management of complex multi-service solutions for clients 
• Minimum of two years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L

Additional Information

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans