Manager, Corporate Hospitality Services

As a member of T. Rowe Price's Corporate Real Estate and Workplace Services team, (CRE&WS), the Manager supports and supervises senior team members in ensuring effective administrative activities across headquarters campus.

Assigned facility is large, complex and will require a strong leader. Works with leadership management to develop operational processes / procedures to improve production and workflow.

Responsible for overseeing the routing of incoming and outgoing post, mail, and packages as well as the Concierge Services center.

Work closely with the General Services team in coordinating,

executing and completing work order requests. Develops and maintains relationships with 3rd party vendor partners. Maintains a high level of hospitality and customer service centered culture.

Concierge Responsibilities :

Lead the team in the Concierge Center to deliver a one stop concierge experience for associates, and guests.

Develop and outline the concierge service program in partnership with key partners and vendors.

Create a weekly or monthly what’s happening or things to do communication for weekends in Baltimore in partnership with the Baltimore Visitors Bureau

Responsible for the development of the Concierge Center & Corporate Real Estate & Workplace Services Uniform program.

Oversee and manage General Services Call Center team by orienting, training, coaching, and monitoring team progress; communicating job expectations to employees and contractors;

reviewing team’s productivity; planning and implementing process improvement and enforcing policies and procedures.

Oversee the Quality Assurance process to ensure adherence to service standards, identify areas for improvement, and implement corrective actions as necessary.

Work with Planon Work Order system track progress, reporting, and customer satisfaction.

Drive and develop yourself and our team toward building strong relationships with partners, contractors and achievement of SLAs and KPIs

Lead and participate in weekly meetings focused on operational excellence and continuous improvement.

Design and implement detailed training and development programs to elevate employee skills and performance.

Champion development, performance evaluations, succession planning, and has focused on building single- and multi-unit management skills;

have full understanding of all roles within hospitality operation; support the team with tools and systems as necessary.

Resolve problems associated with all building services including : janitorial, mailroom, copier services, parking, badging, and conference rooms.

Submit work orders through appropriate channels.

Manage the parking program in conjunction with external service providers.

Assists with the coordination and scheduling of office / building maintenance activities including : luggage storage, lost & found.

Works closely with key partners to include external vendors and stakeholders regarding emergency response and preparedness as it affects the safety of associates and visitors.

Mail Communications Responsibilities :

Responsible for oversight of the mail communications department within our Baltimore Headquarters to include, effective mail operation including, opening, sorting, routing of all incoming and outgoing post, mail, and packages ensuring timely delivery.

Assesses issues, develops protocols for receiving and addressing raised concerns, complaints, coordinates and collaborates with other functions to ensure a smooth office production and process improvements management.

Mail Communications Vendor management relationship, effectively drive accountability and contract enforcement.

Gathers, reconciles and analyzes data to complete reports identifying and escalating issues and potential solutions as necessary.

Creates, conducts, analysis and reporting in support of general business operations, special projects / initiatives, and / or operational planning activities.

Supports management's analysis of proposals, quotations, and vendor submissions. Provides input into selection of suppliers in accordance with administrative policies and legal compliance.

Develops annual operating budgets, forecasts, and strategy plans.

Acts as the project lead defining and refining the operational process and scope for suppliers / vendor performance. Partner with the procurement office in vendor selection to include evaluating, selecting, defining business engagement, and monitors vendor performance.

Create an employee Mail Services Retail experience by partnering with TRP’s mail service providers and key internal stakeholders.

Basic Qualifications (Education and Experience)

Associate's or Bachelor's degree (or equivalent) in a related field (hospitality, communications, or business administration) required.

Appropriate level of experience may be substituted in lieu of formal education.

Minimum of 5 years of demonstrated experience in corporate mail communications, hospitality and / or concierge services.

Prior supervisory experience.

Facilities management software experience

Ability to work onsite 5 days / week.

Preferred Skills :

Client first approach

Strong communication skills

Proven experience in trouble shooting and resolving facilities challenges

FINRA Requirements

FINRA licenses are not required and will not be supported for this role.

Work Flexibility

This role requires working onsite 5 days / week.

Commitment to Diversity, Equity, and Inclusion :

We strive for equity, equality, and opportunity for all associates. When we embrace the power of diversity and create an environment where people can bring their authentic and best selves to work, our firm is stronger, and we create greater value for our clients.

Our commitment and inclusive programming aim to lift the experience for each associate and builds allies for our global associate community.

We know that a sense of belonging is key not only to your success at the firm, but also to your ability to bring your best each day.

Benefits : We invest in our people through a wide range of programs and benefits, including :

• Competitive pay and bonuses as well as a generous retirement plan and employee stock purchase plan with matching contributions
• Flexible and remote work opportunities
• Health care benefits (medical, dental, vision)
• Tuition assistance
• Wellness programs (fitness reimbursement, Employee Assistance Program)

Our policies may change as our working lives evolve. Yet, our commitment to supporting our associates’ well-being and addressing the needs of our clients, business, and communities is unwavering.

T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.