Operations Manager - Global Hospitality Services

6d6 days ago

Citi

US · Full-time · $98,960 – $148,440

About this role

This role is accountable for the hands-on management and delivery of high-impact hospitality services at the Armonk Conference Center. The primary responsibility is to support the Armonk Site Lead with the oversight of multiple supplier services, ensuring operational excellence and sound financial performance for all hospitality functions.

Daily operations include managing client conference and event services, executive dining and catering, business continuity support, and reception and housekeeping. The role monitors expenditures, reviews costs, and supports capital projects related to design, scope, and budgets for amenities at the center.

This position is central to the successful functioning of the Armonk Conference Center, a critical site for senior leadership meetings and client events. The role reports to the Head of GHS - North America and partners with multiple Citi-approved vendors to drive continuous improvement in service delivery.

This role offers the opportunity to deliver cost-effective and high-quality solutions in a demanding, constantly changing environment. The successful candidate will be a clear-thinking, innovative, and self-motivated individual who can provide premier, client-facing service with accountability.

Requirements

Experienced in managing hospitality services within a corporate or conference center environment.
Clear-thinking and innovative, with the ability to deliver cost-effective and high-quality solutions.
Self-motivated and accountable in a demanding, constantly changing environment.
Ability to multitask and provide premier, client-facing service.
Experience monitoring non-employees’ assignments and ensuring compliance with company policies.
Proven ability to benchmark service levels against the market sector to ensure value for money.
Strong financial acumen, including experience with budget setting, invoice processing, and expenditure tracking.

Responsibilities

Support daily operations of the Armonk Conference Center, including client dining, housekeeping, conferencing services, reception, and general hospitality.
Ensure superior service quality and program standards are consistently maintained, monitoring performance through on-site resources and feedback mechanisms.
Work with Citi-approved vendors to drive continuous improvement in service delivery in a cost-effective manner.
Optimize operating practices by developing and maintaining a library of process flows for all services.
Monitor all expenditures, including invoice processing and tracking against budget.
Establish and measure service levels and KPIs in line with leading industry best practices.
Maintain and enforce the Policy & Procedure Manuals for each business service function, ensuring consistent service delivery.
Support the Armonk Site Lead with design build-out and equipment specifications for dining and amenity projects.

Benefits

Opportunity to work at a flagship conference center critical for senior leadership meetings and client events.
Role reports directly to the Head of GHS - North America, offering visibility and strategic impact.
Engagement with multiple Citi-approved vendors and cross-functional teams.
Chance to drive continuous improvement and shape hospitality service standards.