The Operations Manager is responsible for leading and managing the site teams assigned to their site portfolio. They set the example for White Glove Service for functions including Maintenance, Cleaning, Concierge & Door Attendants, and Security. The Operations Manager sets clear expectations of White Glove Service levels for each site and holds teams accountable by conducting weekly walk through’s, implementing White Glove Service levels of cleaning and service and by establishing relationships with Property Managers, Site Managers, and Adamas Staff.

The Manager of Operations is responsible for total customer satisfaction, budget management, overtime management, site call outs and coverage, uniforms, weekly and monthly reporting, and employee management initiatives working in cooperation with the Leadership Team members. The Manager of Operations is rated by his/her performance through the measurements of successful operations on his assigned sites.

The Manager of Operations is a member of the Executive Leadership Team and attends all strategy meetings.

Pay Rate: $65k - $70k/Salary

Requirements

• Manage the Site Teams. Prepare staff schedules, hold accountable Site Leads, Managers and Superintendents for achieving excellence in all service areas Adamas oversees at each site.
• Responsible for covering employee call outs and vacation coverage
• Provide on-the-spot coaching to insure that the highest level of service is consistently delivered.
• Ensure regular site inspections of buildings and grounds. Make lists of action items to be performed by Site Staff. Conduct Site Staff inspections to ensure that the proper uniform is worn neatly and cleanly. Use Site Visit Checklist to record visit results and save in Dropbox for review by the company’s President. 5-8 Site Visits are conducted weekly to meet expectations in this role.
• Conduct monthly Walk-Throughs to complete detailed site inspections to ensure that White Glove Service standards are being met and exceeded for all service areas that Adamas oversees at each site. Use the Walk-Through Report template to document photos and information collected during each Walk Through conducted. One (1) Walk Through per month per site is expected for each of the sites in the Director’s portfolio. The Walk Through reports are submitted to the Vice President of Operations for review.
• Work in cooperation with Superintendents to implement Safety Compliance and Safety Training at each site.
• Develop relationship and communicate proactively with the Property Management Team. Receive their feedback and implement action plan to insure their requests are being met.
• Manage costs of overtime, supplies and inventory to produce the best financial outcome impacting Gross Margin.
• Recognize and reward positive behaviors of Site Staff. Counsel and coach on behaviors that need to change.
• Uses the Management Resource Planning method to career path employees, to evaluate staffing needs at sites (A’s, B’s and C’s), to assess performance of employees rated “C” and determine if training or exit plan is required.
• Know what White Glove Service looks like in delivery of Concierge, Cleaning, Maintenance and Security services.
• Role model professional behavior and set expectations for all site leaders for executing the same behaviors.
• Live and breathe the company’s Mission and Vision of Employee’s First when making decisions.
• Awareness of variability in human behavior and attuned to recognizing and managing.
• Familiarity with site specific manuals.
• Familiarity with emergency procedures and protocols.
• Awareness of “Chain of Command” process and support.
• Integrity- in keeping with the core values of Adamas Concierge, honest and ethical.

• Four year college degree is preferred.
• At least 5 years of experience in a client-facing customer service and/or sales role preferably in a high-end or luxury service environment.
• Team building and employee management experience
• Five or more years of experience working in a professional services environment
• At least an intermediate level of proficiency working with Microsoft Office (Word and Excel)
• Strong verbal and written communication skills.
• Due to the 24/7, 365 day per year environment, the position does not follow a traditional weekday, 9 AM to 5 PM schedule. This position requires in-person observation and oversight at various times, including overnights and weekends.
• Concierge and Security experience recommended.

Benefits

• Weekly Pay
• Adamas University Training available for all employees: on-the-job and group training opportunities
• Employee Referral Program
• Full-Time Employees are eligible for medical, dental and vision benefits after 90 days of employment
• Full-Time Employees are eligible for 401K benefits - with a company-match after one year of employment!