Job Introduction
Summary
The Regional Manager is the key partner to Bloomberg for strategy, program development, financial, management, opening new business, and defining a culture of excellence in the service and experience of the operation. Specifically, this position oversees all pantry food & beverage, hospitality, events and guest service operations (where applicable) in the EME region.
Essential Functions & Responsibilities –
- Work with Global Account team to deliver the account strategy in accordance with the terms of the global MSA and the KPI measurements contained; delivering upon both the Compass commercial commitments and the obligations required of the Client
- Maintain robust Governance in order to identify and manage risk in all areas including; HSE, Legal, Commercial, operations and BCP; including meetings, meeting cadence and escalations
- Develop great stakeholder relationships with the Compass & client teams as well as multiple local clients within the country portfolio; at all times being professional and flexible to do business with
- Lead our program of continuous improvement across the regional geographies and service streams within the countries (EME)
- Implement and sustain the account management and retention principles
- Ensure that the qualitative and quantitative required for essential regional and global reporting is received in an accurate and timely manner.
- Act as main point of contact for all data and reporting requirements
- Compile monthly and quarterly reports for EME as well as support the UK QBRs
- Own all data management on the account including consumption, KPI, financial, operational and HSE data
Essential duties and responsibilities – Regional Manager EME
- Manage the client relationship
- Establish and maintain regional and country client relationships, being a trusted extension of the client’s team
- Establish appropriate communication level with clients to enable effective implementation and joint monitoring of the contract
- Build network within the appropriate countries to enhance the business performance of the client
- Manage all aspects of the contract to ensure compliance and that all necessary improvements are made to deliver the key deliverables set out in the MSA and other agreed criteria
- Compilation of monthly and quarterly KPI scores for the region
- Ensure that newly developed concepts, latest technology and methods set out within our account framework are implemented and executed to client and Compass’ best advantage
- Provide food and/or support service consultation to maximise level of service, quality and to help clients to reduce costs or to improve service experience
- Lead agreed client and compass reporting such as QBRs and Annual reviews, Prepare ad hoc analyses for client reviews and presentations
- Ensure achievement of client and Compass financial requirements. Joint accountability for the financial targets set for the account both in growth as well as achievement of the budget
- Oversee and support in country operations
- Support the in-country operations, including food service, pantry, conference and events and reception services where applicable
- Driving operational excellence programs to enhance the consumer experience at Bloomberg locations
- Establish and maintain a safe and secure workplace and promote and maintain Our Safety Culture
- Working with country operations teams, ensure all local legislation and regulatory requirements are followed
Qualifications -
- 5-7 years’ experience in Hospitality / Customer Service (ideally at regional level but not essential)
- Ability to think quickly & accurately, showing initiative & sound judgment
- Highly proficient in MS Office including Outlook, Word, Excel, PowerPoint, etc.
- Able to quickly learn new tools/software
- Strong interpersonal & customer service skills
- Ability to interact with all levels of business clients
- Excellent communication skills are a must (both verbal & written English)
- Additional language (Spanish / Portuguese) beneficial but not essential
- Comfortable communicating with a global community, i.e. various cultures & languages
- Must be process oriented yet flexible
- Self-motivated & adaptable. Independent, yet able to follow guidelines well
- Organized & task driven.
- Strong documentation skills
- Ability to work in a fast paced, changing environment
Work Environment -
- Global \ World Class
- Executive Level Guests
- Business Professional
- High Discretion
- Limited Access
- Rapid Evolution & Change
Leadership behaviors (Compass internal values)
- Openness, trust and integrity – Set high personal and professional standards, treating relationships based on honesty, respect, fairness and commitment to open dialogue and transparency. Embrace Diversity – Listens to others and values their contributions, receptive to new and builds on ideas and acts in ethical and socially responsible manner.
- Passion for Quality – Takes personal responsibility for correcting customer service problems, consistently sets demanding performance expectations to ensure we replicate success, learn from mistakes and develop and innovate ideas to lead our market.
- Win through Teamwork – Pursues friendly relationships with colleagues, shares own knowledge and insight and displays a high level of energy and commitment to the organization
Responsibility & Can-do safely – Take responsibility for your actions, contributing to the health and wellbeing of our consumers and community we work. Take a positive and commercially aware ‘can do’ approach to the challenges we face