Senior Hospitality Manager (Job ID: 2023-3279)

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The Brookings Institution is a nonprofit public policy organization based in Washington, DC. Our mission is to conduct in-depth research that leads to new ideas for solving problems facing society at the local, national and global level.

We bring together leading experts in government and academia from all over the world, rooted in open-minded inquiry and representing diverse points of view, who provide the highest quality research, policy recommendations, and analysis. Research topics cover a full range of public policy issues in economics, foreign policy, development, governance and metropolitan policy.

With fair and transparent business practices, clear communication, mutual respect, and a collaborative atmosphere that offers both professional and personal development opportunities, Brookings offers an inclusive and welcoming workplace that values the efforts of all contributors.

Facilities Operations includes business services and building maintenance. Business Services provides office facilities management to assist in maintaining a clean, efficient and ergonomic office environment. The Building Maintenance staff provides a comfortable and safe work environment through operation and maintenance of the physical plant and grounds, building management and periodic renovation.

Position Location: This position requires full-time in-person work on site and is not eligible for any regular remote work.

Vaccine Policy: Brookings requires all staff to submit proof of complete vaccination against COVID-19 to be in Brookings buildings.  

Individuals that (i) have a qualifying medical condition that contraindicates a COVID-19 vaccination, or (ii) who object to being vaccinated based on a sincerely held religious belief, may request a reasonable accommodation.  Brookings policies on masks and other pandemic mitigation measures will continue to be informed by DC and CDC guidelines.

Ready to contribute to Brookings success?

The Hospitality Manager (the “Manager”) is a self-starter, who’s responsible for a broad range of hospitality efforts provided Institution-wide to support the important work of Brookings scholars and staff. This role is accountable for the successful operation of the Brookings Conference Center, including supervision of direct report staff and coordination among Facilities, Security and the Communications departments. The Manager works to ensure successful execution of all Brookings’s Conference Center events, conferences, and meetings, including a broad range of logistics and in collaboration with Brookings colleagues. The Manager will oversee the requests for the initial booking of an event space and associated service needs, through event follow-up and assessment. The Manager will also oversee the dining or cafeteria program at Brookings as well as support for on-site catered events.

Events Production (35%)

• Conducts post-conference debrief sessions with relevant Brookings colleagues to obtain constructive feedback particularly for critical or large-scale events. Develops action plans to continuously improve customer satisfaction.
• Provides exceptional customer service. Maintains positive relationships with Brookings Colleagues and ensures timely responses (within 24 hours) through ongoing communication with the conference services staff.
• Meets with internal and external event planners and relevant event and operations colleagues to determine event, conference, and meeting requirements and provide suggestions to ensure the success of all events.
• Conducts pre-conference meetings with event planners, clients and relevant internal stakeholders, such as AV services, Events team, Security, Operations, etc., to ensure a complete understanding of the requirements for critical or large-scale events.
• Coordinates with external organizations and vendors on specialty services, rentals and other conference service needs.
• With the Conference Services Coordinator, coordinates conference room setup, AV setup and assists with troubleshooting technical issues.
• Works with Brookings Security staff to liaise with external entities, such as the United States Secret Service or other external security providers for the safety of VIPs and presenters, and the general public. The Manager will maintain strict confidentiality in terms of movement and flow of VIPs and other participants. The Manager, in support of the Director of Safety and Security, will similarly coordinate details with security and other staff to conduct site inspections and review programming mechanics and flow.
• Acts as “Production Manager” for events ensuring that conference center staff are available and proactively assisting with logistics and issues on the day of event.

Meetings and Events Administration (30%)

• Maintains primary functional responsibility for Brookings Event Management System (EMS) and Outlook reservations for Yealink system. Manages meeting and event room bookings, resolves booking challenges relating to space, timing, staffing and setup, prioritization issues, and similar deconflicting objectives. The Manager will solicit assistance from the Director of Facilities Operations, Director of AV and Studio Services, and the Director of Events Strategy as well as internal event stakeholders for input and assistance as necessary.
• Responsible for EMS bookkeeping, including event and meeting invoicing, coordination and review of monthly billing statements with Central Finance/Accounts Payable to ensure timely and accurate record keeping for all Brookings events. Manages inquiries and tracks prompt revenue accounting or receipt of payment.
• In concert with Brookings Technology (BTech) department, serves as primary point-of-contact for upgrades and patches to EMS. Manages strategic booking of meeting space within EMS to ensure maximum utilization of Brookings’ conference space. Oversees the generation and accuracy of event confirmation notices.
• Creates and updates standard operating policies and procedures to maximize internal information flow, decision-making and overall effectiveness for Conference Center operations in collaboration with the Central Communications Events Team.
• Creates facilities documentation including Users Guides, incorporation of A/V Guides, floor plans, photos, and pricing information. Maintains internal website with up-to-date conference facility information.
• Works with the Director of Facilities Operations to ensure compliance with health, safety and other legal regulations.
• Works with the Director of Facilities Operations, Director of Event Strategy, and Director of AV and Studio Services to develop conference facility set-up, updates and renovations to ensure the best use of conference space and maintain a modern and best-in-class conference facility. Requests purchase of equipment, furnishings, and supplies necessary for Conference Services to operate most efficiently.

Hospitality Services (20%)

• Responsible for management of informal workplace food service enhancements such as “food truck” relationships and outpost offerings (e.g. Sweetgreen, others).
• Oversees outside catering vendors including development of formal catering program with varied vendors; scheduling and coordination of on-site activities and building “preferred vendor” relationships.
• Provide oversight of cafeteria and supplemental dining service offerings such as Monumental Markets, including vendor oversight and considering additional incremental vending capacity.
• Manage support of Brookings provided free coffee/tea service; work with conference services staff to maintain appropriate supply levels, managing orders and invoicing.
• Ensure proper room set-ups, water/snack cart service for meetings and events daily.
• Provide oversight for planning and coordination for significant, internal receptions and events, often hosted by the President of the Institution (e.g. the annual holiday party, staff happy hours, or other significant employee events).

Personnel Management (15%)

• Supervises conference services staff ensuring adherence to departmental procedures and operations. Provides guidance, coaching, and oversight of staff. Provides cross-training of staff and guidance on booking conference facilities and arranging A/V equipment needs for conferences.
• Effectively listens, understands, and clarifies concerns and issues raised by Conference Service staff and Brookings colleagues. Manages staff schedules to meet the mission and event planning of the Institution.
• Monitors staff performance and provides feedback, regularly, to improve service or productivity. Shares feedback with the Director of Facilities Operations particularly during the annual performance review process. Encourages professional development for staff.
• Manages and coordinates recruitment, hiring, and training of Conference Service staff. 
• Manages staff and interacts with colleagues in a manner consistent with Brookings’s values of quality, independence, impact and professionalism.

Ready to make an impact? In this role, you will support Brookings values of collegiality, respect, inclusion, diversity and community, and bring the following qualifications:

Education/Experience Requirements:

Bachelor’s degree in business management, hotel/restaurant management or a related field, or a combination of advanced education and relevant field experience is required. Minimum of five years of relevant conference center, meeting/event planning, experience is required and supervisory experience of staff is strongly preferred. Demonstrated experience managing space inventory, creating operational business plans, and technical aptitude for event scheduling software required (EMS preferred). Hotel catering/convention services or comparable experience is beneficial. Reasonable experience in accounting, invoices and financial management is highly preferred and review of common event billing mechanics, data and terminology is required. Possession of, or the ability to obtain, applicable certifications/credentials including a “Kitchen Manager” license are desirable. Experience with customer service concerns and problems-solving procedures are crucial. Must be able to work for any employer in the U.S.

Knowledge/Skills Requirements:

Knowledge of current trends in event and conference center management with strong familiarity in menu planning and banquet service standards is required. Proficiency in Microsoft Office Suite and other computer applications required. Excellent organizational, administrative, and communication skills (oral and written), with attention to detail required. A customer service mindset is crucial. Strong presentation skills a plus. Must be flexible and diplomatic with a high level of professionalism to respond in a fast-paced environment. Ability to work across numerous constituency groups, in a collaborative atmosphere, is essential. Ability to identify and independently address customer concerns in a value-added way is required. Proven ability to take broad direction and put it into action; ease in dealing with high-profile individuals on a variety of issues with poise is needed. Must have superior judgment and ability to be discreet, maintain a high degree of confidentiality and have unimpeachable ethics. Frequent traveling between buildings on Brookings’s campus to check on or inspect meeting rooms before events is common. Work requires ability to occasionally assist physically getting conference rooms and other spaces ready. Work hours may require some early morning and/or evening hours based upon business needs. This is primarily an on-site position, but occasional remote work will be available as daily operations permit.

Additional Information:

What can we offer you? Brookings provides a generous benefit package that is comprehensive and includes both traditional benefits and unique offerings.

Brookings requires that all applicants submit a cover letter and resume. Please attach your cover letter and resume as one document when you apply. Please note: if you have applied to more than one Brookings job opening you should add a position-specific cover letter as a separate attachment.

Successful completion of a background investigation is required for employment at Brookings.

Brookings welcomes and celebrates diversity in all its forms.  We welcome applications that reflect a variety of backgrounds based on ideology, race, ethnicity, religion, gender, sexual orientation, gender identity or expression, disability, veteran status, first generation college goers, and other factors protected by law. Brookings is proud to be an equal-opportunity employer that is committed to promoting a diverse and inclusive workplace.