Vacature Lead Coordinator, Guest Services and Hospitality

Lead Coordinator, Guest Services and Hospitality - Amsterdam

Are you the ultimate host or hostess who always strives for perfection and exceptional service? Do you have a passion for creating unforgettable experiences and managing a dynamic team? Then we have the perfect challenge for you in Amsterdam!

As an integral part of our hospitality pillar, the role of Lead Coordinator for Hospitality and Events will oversee the seamless operation of the Amsterdam office, ensuring exceptional service delivery and a safe, welcoming environment for employees and guests. Reporting directly to the Operations Manager, responsibilities include managing the Guest Services team and the Meetings and Events team, coordinating events, maintaining vendor relationships, and facilitating effective communication and administration tasks. Additionally, the role involves ensuring compliance with health and safety regulations and driving continuous improvement initiatives to enhance the overall workplace experience.

People Management

• Direct manager of the Guest Service Ambassadors and the Meetings and Events Senior Coordinator, responsible for ensuring the seamless day-to-day operations of our Amsterdam office. Overseeing hospitality services, managing vendor relationships, and maintaining a safe and welcoming environment for employees and visitors.
• Conduct weekly 1:1 meetings with direct reports and the Operation Manager, providing updates, feedback, and fostering team connections.
• Coordinate and prioritize the team's workload, escalating feedback/areas of improvement to the Operations Manager and WPS Manager.
• Improve our GSA’s daily operations by implementing systems to optimize our office supplies, post and courier and budget tracking.
• Be able to evaluate the success of events and meetings, working with the Meeting and Events Senior Coordinator to continuously improve performance and offerings
• Responsible for vacation & roster planning, including cover planning and training in accordance with the Operations Manager (Including scheduling in and out-of-hours meetings and events).
• Implement feedback received during senior meetings, providing effective and proactive constructive feedback to the team.
• Ensure efficient ramp-up of new team members and replacements, by maintaining onboarding plans, holding regular check-ins, and focusing on team development.
• Keep the team familiar with regional and global org charts, participating calls, and familiar with resources via Salesforce tools: Apps, slack, REWS Portal, M&E App, etc.

Hospitality/Office Services

• Work closely with GSAs and Meeting & Events Senior Coordinator to ensure the highest service level for any external and internal meetings or events hosted in the office, with a focus on excellent customer service.
• Accountable for any VIP and Executive visits to the Amsterdam office and liaise with any relevant stakeholders (such as EAs) to ensure their experience in the office is exceptional.
• Maintain meeting room booking tools and trackers, ensuring transparent and easy access to information for the wider WPS and Service Desk team.
• Oversee the setup and breakdown of office spaces for large events, ensuring all equipment, furniture, and amenities are arranged according to specifications and standards.
• Collaborate with the wider WPS onsite team to ensure the seamless integration of hospitality services with broader facility operations, such as maintenance schedules, cleaning protocols, and safety procedures, to maintain a comfortable and welcoming environment for all occupants.
• Serve as a point of contact for external vendors and service providers, managing relationships, and overseeing the quality of services rendered, including catering, and other outsourced functions.
• Oversee special events or initiatives to promote employee engagement, wellness, and morale within the office, such as Leadership funded events, EE, Snacktivations, etc.
• Collaborate with the SIC team to ensure smooth operations within the Customer Facing Area, be “in the know” of any upcoming meetings, schedules, and changes that may affect business operations with a focus on optimizing space and ensuring our Real Estate “works harder“
• Implement REWS Hospitality Playbooks as the operations standards, adapting them where necessary and ensuring the WPS team is familiar with and consistently kept up to date.

Communication & Reporting

• Proactively communicate with the local office community or individuals using Salesforce internal tools, Slack, Google Meets, and email.
• Manage budgets and expenses related to hospitality services using trackers, and strategize ways to reduce spending where possible.
• Maintain a vendor dashboard and keep it updated regularly, through finding new vendors to connect with that are more valuable to the organization.
• Attend weekly Jour Fixe meetings, reporting all Amsterdam hospitality updates, including budgets, team feedback, etc. Flagging any occurring failures in service delivery, possible complaints, or occurring risks to the Operations Manager and WPS Manager for resolution.
• Proactively report any facility maintenance requirements to the Operations Manager.
• Build and maintain close relationships with relevant business partners including Executive Assistants, GS&S, EMEA Functional Leads, and task force groups.
• Keep open lines of communication with other key departments and build invaluable relationships with key people locally, regionally, and globally attending meetings/calls where necessary.

Administration Tasks

• Devise local, scalable processes as required that are in line with regional & global operations where necessary.
• Create/adapt and improve policies and procedures (all logistics for the various events, including catering, setup/breakdown, guest registration, etc).
• Ensure a thorough understanding of all REWS-related playbooks to maintain a smooth and efficient running of guest services, events, and meetings.
• Cooperate with the Operations Manager and WPS Manager in the rollout of any WPS alignment projects, programs, playbooks, and other initiatives.
• Deep understanding of the ticketing tool system, including data & reporting capabilities.
• Responsible for all tickets within the Events & Hospitality ticketing queues, ensuring each ticket is responded to & actioned within required SLAs.
• Keep on top of trackers and ensure the WPS team is correctly inputting data, and attend regular Budget Meetings with the Operations Manager.
• Regularly check all resources are up to date (e.g. commuter guides, google sites, office pages, etc) and communicate any changes to the Service Desk team if needed.

Workplace Health and Safety

• Execute fire/emergency evacuation practices alongside the wider WPS team.
• Be forward-thinking in ensuring events operations satisfy health & safety and security regulations.
• Follow GS&S security regulations and ensure these are carried out for every event, and raise any GS&S concerns to the relevant POC and WPS Manager.
• Be familiar with GO Center and know when to report on what - email security, hazards in the workplace, etc.
• Develop and adapt processes for catering, ensuring compliance with health and safety policies and guidance, locally and within Salesforce.

Additional Roles and Responsibilities

• Drive continuous innovation of the operations standards and procedures in the office and actively drive improvements.
• Support and maintain REWS Hospitality-related information resources.
• Participate in cross-regional task forces and working groups
• Collaborate with Techforce for any AV setup requirements, hands-on AV support, and maintenance in the entire office work closely with TechForce to ensure seamless experience and full tech support in the office.
• Support and maintain all information on the REWS Hospitality-related Google page, Concierge articles, and other information resources related to the office.
• Build and maintain strong relationships with the local office community and internal stakeholders

What do we offer?

• A dynamic workplace on the south axis of Amsterdam.
• Flexible working hours with room for event organization.
• A contract for 36-40 hours per week with the prospect of permanent employment.
• An attractive salary of €3,000 to €3,300 depending on education and experience.
• An excellent package of secondary employment conditions, including a laptop (Macbook), telephone allowance, location-related bonus, 25 vacation days and travel expenses.
• A vibrant corporate culture that invests in your growth through training, courses, personal coaching and team activities.

Who are we looking for?

• You are a natural connector with a passion for hospitality.
• You have a flexible attitude and excellent communication skills.
• You have an eye for detail and know how to create a five-star experience.
• You are proactive, problem-solving and always offer an alternative.
• You can plan, prioritize and organize like no other.
• You are a team player but can also work independently.
• You have at least an HBO education in Facility Management or a related field and relevant experience in hospitality and soft services.

Interested?

Are you the dynamic, flexible and representative professional we are looking for? Then respond quickly to this position. We look forward to your application!

Tancha Christiaanse, 0652726700