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CAO Global Services - Dining and Conference Center Manager - Vice President

Req #: 170073907
Location: Tokyo, 13, JP
Job Category: Customer Service
Job Description:
The Dining and Conference Center Manager will manage the day to day running of meetings and events within Client Conference centre, Employee café operations and vending services. The manager will also manage the reservations, planning and welcome processes within the Client Dining facility to ensure the highest standard of service is provided to all JPMC internal and external clients, and that the JPMC codes of conduct are observed.
This role reports functionally to the Japanese Chief Administration office and head of dining and conference services EMEA & ASIA with a team lead based out of the Singapore Client Conference Centre. The role liaises with all JPMC and AIM personnel within JPMC and all customer and client contacts of JPMC.
General Scope and Purpose          
To ensure that the high standards of service are maintained through proactive and competent administrative support and planning processes
  • Manage conference centre operations, reception services, and dining team (including the Café & Vending operations) delivering immaculate first class service
  • Manage and implement global operating standards and procedures
  • Maintain a flexible, “can do” level of service at all times to provide clients with a high quality, consistent product, and to ensure overall safety and security.
  • Manage and maintain relationships  with Events Team and Internal Clients, along with Caterers, Audio Visual and Global Real Estate teams
  • Handle day-to-day challenges team presents and assist driving towards a solution
  • Review scheduling of meeting space in order to maximize utilization and report on meeting metrics and analytical review of utilization by EMS
  • Drive innovation and present ideas to enhance services
  • Determine training and development points for team in conjunction with global standards and training
  • Operational oversight of all Dining & Conference Services
  • Management of vendors performance against contractual expectations
  • Implement and analyse KPIs to measure menu, performance and program effectiveness
  • To ensure appropriate standards and equipment are maintained in all areas and escalate issues as appropriate
  • Coordinate with vendor’s to analyse customer and sales data to develop or modify programs as needed
  • Provide meeting planning services, including pre-con and post-con meetings
  • Meet and greet Clients daily to provide personalized service and to assure quality service by the entire Service team.  Coordinate all Client needs prior to the program and changes, additions or deletions thereof
  • Consult with each Client to identify needs and coordinate details for each meeting
  • Anticipate needs and provide consultative services for high-level or unusual events
  • Support the specific meeting needs of senior level executives of the Bank and work closely with their designated representatives to ensure the success of their meetings
  • Provide an expert opinion and suggestions to ensure the complete success of each program/meeting
  • Communicate all details (including changes, additions or deletions) of each program/meeting to all members of the AV, IT, Security, Facilities, Catering and external vendor teams to ensure seamless delivery of service excellence
  • Provide the Client with an accurate summary of forecasted and actual costs, at every stage of the planning process
  • Serve as the primary liaison between Clients and JPMorgan Dining and Conference Services and AIM/External Caterers for event related catering, including wines, beverages, menus, service
  • Take responsibility for the coordination of IT and AV requirements (eg. Bloomberg, printers, laptops, network)
  • Liaise with third party vendors for the provision of floral arrangements, event decorations, printed collateral
  • Handle registration of delegates onsite, and production and distribution of name badges
  • Ensure the provision of signage for all relevant events
  • Ensure that cloakroom assistance is available for all relevant events
  • Be present for and offer on-site support for all planned events; work flexibly to ensure coverage of these
  • Use EMS as the singular booking tool for all Client Dining related activity
  • At the finish of an event, ensure that all meeting details have been properly captured in EMS
  • Prepare daily set-up work sheets for each event/meeting, providing detailed information for Operations, Audio Visuals and Food & Beverage staffs to carry out Client requirements
  • Keep an active overview on the performance of EMS to ensure adequate resources, hardware and business continuity are provided at all times
  • Review details of each event/meeting for coming week at the weekly function meeting
  • Review details of each event/meeting for the coming day at the daily function meeting
  • Responsible for Meeting and Events records management to ensure data protection and audit compliance
  • Set an example and ensure standards are achieved  in terms of personal presentation and grooming to the Dining Services team
  • Maintain a professional, flexible “can-do” level of service at all times to provide Clients with a high quality, consistent conference product
  • To present a polished image, following uniform guidelines without exception
  • Bilingual in English and Japanese
  • Hospitality degree preferred, 5 years experience in international 5* hotels, event planning and food & beverage service required
  • Experience in managing teams, meeting planning and customer service
  • Strong knowledge of audio visual systems
  • Working knowledge of food and beverage, catering services
  • Strong interpersonal skills with the ability to interact with clients and senior executives
  • Highly organized; ability to handle multiple tasks and apply judgment to prioritize
  • Strong Computer Skills, (MS Office)
  • Flexibility to deal with a fast-paced, diverse environment
  • Excellent communication skills; both oral and written
  • Team player
  • Decision maker and problem solver
  • Work comfortably under pressure and observe deadlines
  • Highly motivated
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