Senior Account Manager
- New York City, NY
- $115,000-135,000 per year
- Permanent
- Full-time
- 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.
- Manage a growing team of 35+ staff including direct reports from both front-of-house and back-of-house leadership.
- Coach, mentor, and develop staff through the full employee lifecycle: hiring, onboarding, training, goal setting, performance management, and succession planning.
- Foster a collaborative, performance-driven culture that prioritizes learning, client service, and quality.
- Conduct regular team meetings and one-on-ones to maintain clear communication and support staff engagement.
- Serve as the primary operational liaison to key client stakeholders, maintaining strong relationships and a proactive service posture.
- Conduct monthly client service reviews, provide reporting, and propose service enhancements.
- Understand the client’s culture and needs to identify additional opportunities for support and solutions.
- Uphold confidentiality, discretion, and professionalism at all times.
- Oversee labor allocations, manage time-off and overtime to ensure alignment with billable work.
- Participate in budgeting, forecasting, and invoice preparation to meet contractual requirements.
- Monitor and report on account performance to ensure financial and operational health.
- 8–10 years of progressive experience in operational leadership within high-end hospitality, luxury hotels, country clubs, catering/event services, or guest services in a corporate or legal setting.
- Proven ability to manage large, client-focused teams (ideally 15–20+ people) in complex, multi-service environments.
- Demonstrated experience implementing process improvements and driving high-quality, service-focused outcomes.
- Strong people management skills with experience overseeing the full employee lifecycle.
- Excellent interpersonal and client-facing communication skills; poised and professional demeanor.
- Experience with budgeting, P&L oversight, and invoice processes preferred.
- Highly organized, detail-oriented, and able to operate with discretion in a fast-paced environment.
- Proficient in Microsoft Office Suite and modern workflow management systems.
- Bachelor’s degree preferred; equivalent experience in hospitality or events management strongly considered.
- Must be fully onsite in New York City