Job Summary:
The Hospitality Manager plays a key role in this vision, serving as the primary point of contact for employees and guests, ensuring an elevated workplace experience and overall satisfaction.
Main responsibilities:
All activities listed below can be performed internally or externalized (through the iWX partner) and remain the responsibility of the Hospitality Manager
Customer Services Coordination
- Preferred Point of Contact of Residents regarding on-site and off-site services
- Provide information on Hub services and advise Residents on the usage of these services
- Collect knowledge of its internal & external customers to ensure the needed adaptation of services on site and enhance personalized experience wherever possible
- Liaise between the iWX Team and the Sanofi Workplace Experience team to ensure alignment (and other suppliers, if any)
- Ensure reporting on the utilization of services and overall engagement
- Ensures / provides answers to the Resident, launch and follow up on corrective actions, and personally track issue resolution
Sanofians- and Guests- Feedback & Satisfaction Monitoring
- Ensure Resident feedback collection with the iWX Partner at various touch points and from the different channels (Global App / 5* Ratings / Survey Terminals / Mystery Guests / F2F interactions / Listening Groups?)
- Analyses feedback and generate the reporting according to the appropriate details, site / regions / touch points, business reviews and associated communications)
- Reports Resident satisfaction into iWX Scorecards
Hospitality Management Culture:
- Ensures the Hospitality mindset is embodied by all members of the Workplace Experience team (providers and internal collaborators) and must report to the WX Head every observed deviation
- Check all elements of design of our Hospitality identity are deployed (Visual, Graphic, Olfactive, etc.)
- Ensures local teams and newcomers are trained on the Hospitality Culture
- Assess and report hospitality performance against the KPI??s defined into iWX Scorecards
- Ensure regular Hospitality tips / reminders / key services / behaviors for local teams (acculturation / continuous trainings)
- If needed, re-trains local teams on the Hospitality Culture
- Embody Hospitality Management skills
Events & Community Management
- Develops & animate network with Residents and Business Stakeholders
- Build relationships to facilitate the sense of Community
- Helps in animating site communication through appropriate media (app, NL, screens?)
- Coordinate, schedule and oversee activities / events, from ideation to implementation, as requested by the Business Unit / Function
- Collaborate with Business Unit / Function Teams to co-create calendar of events and activities focusing on employee??s experience and satisfaction
- Track relevant Event Management metrics, i.e., repeat attendance, engagement, satisfaction, etc.
About you:
Experience:
- Qualified in Hospitality Management
- Knowledge of Facilities Management (Soft & Hard Services)
- Experience working in matrix organizations
- Exposure to international and multicultural environments
- Project management skills with ability to lead cross-functional initiatives
Soft Skills & Technical Skills:
- High level of integrity and guest-oriented approach
- Excellent communication skills
- Ability to coach and mentor; role model for hospitality attitude
- Emotional intelligence, empathy, and cultural awareness
- Proactive, agile, and open-minded
- Strong teamwork orientation and adaptability
- Multitasking and organizational skills
- Customer service excellence with a sense of responsibility and ownership
- Creative problem-solving skills
- Proficiency in Microsoft Office Suite and data management
Education:
- Degree in Hospitality Management or related field
Languages:
- English and local language proficiency.
