A Fresh Approach To Great Results.
Charlotte-based Compass Group North America is the leader in foodservice management and support services. By combining fresh ideas with the industry’s greatest talent, we continue to set the standards for food and service excellence. Our vision for success is a powerful one – to continue to rise above the competition in every aspect of our business – from leading-edge technology, to purchasing, to foodservice, to catering and vending, to facilities management and support services. That kind of commitment commands only the best, and it.s our great people providing great service that generates our great results. In turn, it’s important to us that our talented employees be given the proper resources to achieve their fullest potential. Play a key role in our future success:
Job Description:
Eurest is recognized worldwide for standards of service and excellence within the foodservice industry. Embracing an ownership mindset, Eurest leverages global resources, promotes a local presence and enriches the communities we serve. The Eurest Promise, “connect with people, inspire through food, create solutions, and live our promise,” is exemplified throughout our organization. Eurest is proud to serve the world’s most respected successful corporations, including many of the Fortune 500.
Summary:
Provide daily supervision and support for the EBC Concierge Team. Responsible for the overall customer service experience in the EBC as well as managing the EBC Customer Supplies Budget.
Essential Functions & Responsibilities:
Provide supervision, guidance and support to the EBC Concierge Team
- Review team processes, templates and support ensuring timeliness and accuracy of response to requests and ensure all details are covered
- Monitor and supervise team service levels such as shared mailboxes and email to ensure appropriate follow up in a timely manner
- Oversee and provide support for the Concierge Team ensuring processes and guidelines are being executed according to the clients expectations as outlines in the statement of work (SOW)
- Provide leadership to both morning and evening team
Responsible for payroll, scheduling and attendance of the EBC Concierge Team
- Approve and track vacation, holiday, sick time and wellness visit hours; arranging back-up coverage and providing coverage as needed
- Monitor and flex labor as appropriate to support the needs of the business
- Maintain and update weekly and monthly schedules, taking into consideration vacation schedule as well as the contractual hours per the SOW for the Concierge Team
Budget Management
- Responsible for managing the Microsoft EBC Customer Supplies budget on behalf of the MS client
- Track and maintain EBC Inventory of Customer Supplies i.e. pads, pens, tables, collateral, etc.
- Stay current on MS budgeting guidelines and manage budget accordingly
- Responsible for fiscal year planning, as well as forecasting spend up to five years into the future
- Plan and execute spend on behalf on the client from other budgets as needed
- Prioritize and adjust budget forecast based on the needs of the business and requests of the client
- Research quality and pricing on large spend orders and gain approval from the client prior to placing orders
- Tracking and accrual of invoices and basic budget guidelines provided by MS
- Manage budget monthly within 3% and yearly budget with a 0% variance
Maintain current documentation
- Ensure the Concierge team documentation is kept current and updated as needed
- Maintain and keep the EBC Concierge Team Manager Training Manual current
- Assist in maintaining the EBC Manager SOP
- Assist with SharePoint sites as needed
Provide team training and updates on policies and procedures
- Arrange in-depth new hire training plan for associates
- Communicate with team regarding updated policies and procedures. Ensure current policies and procedures are followed.
- Facilitate annual awareness training to keep teams informed of overall EBC Compass processes and guidelines
- Assisting in developing content and execution of bi-annual team training, as well as other trainings as appropriate
- Ensure that there are designated associates assigned to support the EBC in the event of Inclement Weather
- Identify team back-ups and enable appropriate training and updates based on the back-up coverage process
Attend Compass meetings and other meetings as appropriate
- Quarterly EBC All Hands Meeting
- Monthly EBCCOMPEX CHAT
- Weekly 1:1 with GM
- Quarterly Compass All Managers Meeting
- Morale Events for the EBCCOMPEX Team, as scheduled
- Additional Meetings as scheduled
Build Relationships and provide feedback
- Responsible for collaboration across internal Compass and Microsoft groups in the best interest of both. Including but not limited to Client, EBC Tech Team, EBC Catering Team, EBC Compass Teammates, BPM and BEM Team, Briefing Owners, Customers, Event Planners, etc.
- Schedule and lead weekly team meetings with EBC Concierge employees
- Schedule and lead weekly 1:1s with EBC Concierge employees
- Conduct/facilitate mid-year and annual reviews, as well as individual learning plans with each direct report
- Attend weekly 1:1 with GM as well as weekly Manager Sync with GM, Assistant GM & Concierge Team Manager
- Encourage & foster team morale
- Be an engaged member of our Morale Committee
- Assist with planning periodical morale events
- Find creative ways to motivate the team, with and without funds available
Escalate professionally as needed with customer service in mind
- Be able to resolve last minute issues and react appropriately during emergency situations
- Handle issues as they arise through the proper administrative and escalation channels
- Identify when escalation is necessary
- Contact appropriate escalation points as needed to resolve issue
- Ensure that in the end the customer is always pleased with their overall customer service experience
- Coach EBC Concierge employees on understanding & executing the above as well
Exude flexibility, growth & urgency
- Adapt positively to needs and requests made by direct Manger or client
- Recommend updates to improve the EBC experience
- Think outside the box and look at the bigger picture
Propose and develop processes & procedures
- Identify areas for Customer Service enhancement
- Understand, maintain and have the ability to explain team operating procedures
- Create and propose effective processes and policies reflecting team standards and expectations
- Take a proactive approach in addressing issues, policies, changes, etc.
- Stay informed of industry standards and share information with teams
Miscellaneous responsibilities
- Maintain metrics and reporting as outlines by GM
- Provide other projects as requested by EBC Management
- Provide other job functions as requested by GM
- Maintain clean and safe work environment, performs job safely
- Other duties may be assigned
Great People. Great Service. Great Results.
At Compass Group North America, our superior balance of efficiency and quality attract the highest caliber level of service our clients deserve. We retain the finest workers with a highly competitive compensation and comprehensive benefits plan. If you're looking for a career where you set the standard for personal advancement, then Compass Group North America is for you! Working together, we will continue to experience success as the industry's best.
Achieving leadership in the foodservice industry
Compass Group North America is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates.
We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
Job ID: NS07171550253