ESFM
Salary:
Pay Grade: 20
Other Forms of Compensation:
ESFM is the corporate Integrated Facilities Management (IFM) division of Compass Group USA and a Keystone member of the International WELL Building Institute (IWBI).
Rooted in hospitality, ESFM elevates the workplace experience as the single source of innovative FM solutions that ensure a safe, healthy, and sustainable environment. ESFM’s clients include many household names from Life Science, Technology, Oil & Gas and Manufacturing markets.
ESFM self-performs 80% of all IFM solutions provided to clients. Their portfolio of service categories includes Environment, Health & Safety, Facilities Maintenance & Engineering, Sustainability, Janitorial & Industrial Cleaning, Laboratory Support and Workplace solutions. This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees.
In 2020, ESFM (formerly Eurest Services) won the George Graves Award for Facility Management Achievement from the International Facilities Management Association (IFMA).
Job Summary
VP, Workplace Hospitality
Position Description:
Reporting to the SVP, Operations and a dotted line to the SVP, Guest Experience, the VP, Workplace Hospitality maintains cultural alignment between the client’s vision and the ESFM guest experience program.
They drive service strategy across facility management services and set the standard throughout the business, establishing the metrics for success.
Key Responsibilities: - Proactively leads innovation in hospitality, leveraging established programming or developing new to drive measurable outcomes by nurturing our hospitality culture
- Assures operating standards are consistently delivered to deliver an exceptional experience
- Promotes a culture of high associate engagement and performance
- Builds and maintains strong relationships with operational and HR leaders to drive execution and continual improvement
- Creates a comprehensive annual learning and engagement plan for operations team
- Identifies areas within the account to assist with increasing and/or maintaining client satisfaction
- Effectively handles escalated calls, complaints, questions, and queries as needed
- Performs other duties as assigned/needed
Qualifications: - Bachelor’s Degree preferred
- Minimum of ten years’ experience in management and leading a customer service program, including at least 5 years in facilities management or hotel management.
- Demonstrates working knowledge of accounts, budgets, associates, and client standards
- Experience in conducting post-implementation discussions with client management and other team members to determine satisfaction levels
- Experience in identifying additional client requirements for product, service, and education
- Exceptional analytical and listening skills, with a proven track record for execution.
Apply to ESFM Services today!
ESFM is a member of Compass Group USA
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act. We encourage applicants with a criminal history (and driving history) to apply.
Eurest services maintains a drug-free workplace.
Req ID:1222442
ESFM
Lacey Woodard
