Hospitality Services Manager

Job Title: Client Service Manager
Reports To: The Client Service Manager will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership.

The Client Service Manager (CSM) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSM will act as the primary daily client. Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.
Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
Troubleshoots and resolve all client, site management and site staff issues.
Coordinates, implements, and oversees any special projects.
Manages site financials in terms of hours, gross margin spread, profitability and growth.
Serves as a knowledgeable resource regarding OSHA, EEOC and process for handling complaints.
Manages direct reports, including managerial staff.
Assists in the development of training materials and execution of formal training sessions
Support business development internally and as directed.
Manages all resources within the operation, including people, hardware/software, and facilities.
Tracks all client requests using the approved tracking mechanism for activity and performance.
Oversees all equipment, supply and messenger vendors to comply with SPS contract.
Performs daily walkthroughs to observe team performance firsthand for site inspections.
Documents any incidents and inform client and SPS immediately.
Maintains site P&L at proforma levels or above.
Consistently executes all deadlines to be met for payroll, billing, and A/R collection.
Oversees monthly budget forecasts for the account.
Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
Maintains consistent documentation monitoring the status of each employee.
Provides annual employee performance evaluations and reviews as directed by SPS.
Has strict adherence to all SPS policies & procedures.
Serves as a knowledge resource regarding SPS policies and procedures.
Immediately reports any personnel, security or data breach incidents to SPS leadership team.

Strong integrity, solid business ethics.
Excellent English written and oral communication skills.
Expert in customer service skills, professional attitude and appearance.
Flexibility in dealing with simultaneous projects.

High School Diploma (or equivalent) required.
Minimum of 5+ years of experience in high level relationship building and operational management.
Previous management/ supervisor experience overseeing 5-10 employees.
Solid understanding of selling skills.
Exceptional computer skills.
Strong integrity, solid business ethics.
Strong team approach to account management.
Creative strategic thinking and performance.
Adhere to all policies and procedures required.

Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
Physically able to talk on the phone and input data simultaneously.
Travel: Some local travel is required for this position. This posting is for an existing vacancy.

85,000—$90,000 CAD

Learning & Development: Paid Time Off: Full time: Part time/temporary: PTO amounts may increase based on tenure and/or the assigned account. Bonuses: Are available for employee and client referrals for current employees.
Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.
Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

SPS is a global workplace solutions and business transformation company operating in more than 20 countries . Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.
Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.
At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.
SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.
We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.
SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process
SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.
To view our privacy policy, click on the link below: Data Privacy Statement
You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.