Job Description

Client Relationship Manager – Hospitality Focused

We are seeking a highly skilled and motivated Client Relationship Manager with a strong background in Hospitality , specifically from food & beverage, catering, or conference room services, to oversee and enhance our operations. This role is designed for an individual passionate about providing exceptional service, managing high-profile client relationships, and leading a team to deliver unparalleled client experiences.

Key Responsibilities:

Client Relationship Management

• Build and foster both local and national client relationships to ensure long-term satisfaction and growth.
• Develop strategic account plans that leverage operational capabilities to provide value and enhance service delivery.
• Identify and implement operational efficiencies to drive cost-saving initiatives and service enhancements.
• Lead client reporting meetings, analyzing data and metrics for monthly, quarterly, and annual business reviews.
• Develop and implement client satisfaction surveys to continuously improve service and address client needs.

Operational Leadership – Hospitality Services

• Oversee day-to-day operations of hospitality and front-of-house services, ensuring a seamless client experience.
• Create and maintain operational manuals and workflows to ensure compliance and operational efficiency.
• Track and monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain client expectations and deliver excellence.
• Continuously improve service standards by evaluating and implementing new practices through people, process, and technology.
• Maintain a tour-ready environment that consistently exceeds client expectations, ensuring that all areas are clean, organized, and well-stocked.
• Coordinate and lead operational audits to ensure quality standards are consistently met across client sites.

People Leadership – Team Management

• Lead and develop a high-performing team focused on hospitality, conference room management, food & beverage services, and reception support.
• Attract, retain, and motivate team members while ensuring professional attire and top-tier customer service standards are maintained.
• Provide ongoing mentorship, feedback, and coaching to ensure operational excellence and employee growth.
• Collaborate with Human Resources on recruitment, employee retention, and managing performance, including hiring, performance reviews, and disciplinary matters.
• Encourage continuous learning and development, supporting career growth and succession planning.

Business Development

• Identify and pursue opportunities to expand services within the existing client base, supporting business growth and enhancing client satisfaction.
• Contribute to sales and marketing strategies, providing insights to help build new client relationships and strategic partnerships.
• Lead prospect tours, showcasing the quality of service, operations, and technology.

Financial Management

• Manage the financial health of client portfolios, including budgeting, forecasting, and margin improvement.
• Oversee expenses, ensuring adherence to budgets and financial guidelines.
• Collaborate with finance teams to ensure the accuracy and timeliness of invoices and billing, in alignment with client contracts.

Qualifications and Experience:

• 5+ years of experience in the hospitality industry , specifically in food & beverage, catering, or conference room management.
• Proven leadership experience in managing long-term client relationships and ensuring client satisfaction.
• Strong background in managing and mentoring teams, with excellent people management and conflict resolution skills.
• Ability to think critically, analyze data, and strategize effective solutions under pressure.
• Exceptional communication skills, both verbal and written.
• Experience working in a fast-paced environment, adapting to constantly changing priorities.
• Proficient in Microsoft Office Suite; familiarity with performance measurement tools and workforce management functions is a plus.
• Ability to maintain confidentiality and manage sensitive client information.
• A professional, polished demeanor with excellent attention to detail.

Additional Information:

• Overnight travel may be required.
• Bachelor’s degree or equivalent experience required.
• A passion for client service and a commitment to excellence in hospitality is a must.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Internal candidates only: The compensation outlined is applicable for candidates that are fully qualified for the role based on their education and experience. If Forrest Solutions selects an internal candidate that does not meet the full requirements of the role; the position structure, title, and compensation may be adjusted accordingly.

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