Global Hospitality Services (GHS) Operations Manager NAM (Hybrid)

  • Citi
  • New York,NY
  • 2023-11-19T16:11:26Z

This role has accountability to delivering high impact services to the full spectrum of Citi businesses. Primary position involves direct management and oversight of multiple suppliers services, operational and financial performance for Staff Dining, Pantry and Vending services provided to Citi locations across NAM, including supporting with projects and deputizing for the regional GHS Operations Manager.

The hub of operations is in the regional headquarters located in New York. However, the role is also responsible for the delivery of significant services in Citi operations across NAM. The role reports to the Nam Regional Head. Products include:

  • Client conference and hospitality services

  • Executive dining services

  • Business continuity support

  • Reception services

  • Staff catering

  • Vending / Pantry operations

  • Restricted commodity governance control.

Accountable to the Manager of NAM GHS Services in the formulation of strategy and global co-ordination to ensure delivery of an exceptional level of service throughout the North America with support to projects across NAM/LATAM

  • Working with Citi Approved Vendors to ensure continuous improvement in the delivery of exceptional service in the most cost-effective manner.

  • Optimisation of operating practice, developing and maintaining a process flow library across our portfolio of services, cultivating best practice for operations and sharing within and across site

  • Financial & operational performance management including the setting of annual budgets and invoice authorization

  • Establishment and measurement of service levels & KPIs in line with leading best practice.

  • Co-ordination of internal client user groups to obtain direct feedback on services and the implementation of suggested action points as appropriate.

  • Ensuring legislative compliance of all supplier contracts under direct control and that suppliers comply with Citi s Health & Safety and Environmental policies and guidelines at all times.

  • Benchmarking service levels within market sector to ensure value for money and that the Citi brand is fully supported at all times.

  • Developing strong working relationships with other key functions, i.e. Finance, Citi Procurement Services, Security, and Corporate Realty Services.

  • Partnering with the Global Events Marketing (GEM) team to deliver exceptional bespoke events in house

  • Foster an environment that engages innovation from our teams and outsourced service partners and continually promote Citi s ethos of being the best for our clients and upholding Citi s internal policies

  • Work with Regional Manager to execute new rehab dinning projects

  • Focus on developing sustainable initiatives with vendors that support Citi s sustainable progress

Global Hospitality Services deliver a broad array of core products across all regions as well as a significant number of services tailored to local situations and supporting all Citi s business lines.

The scope and scale of operations in NAM have broadened substantially in recent years due to organic growth. The complexity has been further increased by the way we adapt to a changing working office environment and the value proposition that amenity services offer to staff.

The role will require a high degree of flexibility due to its dynamic nature. It may incur travel across the region and beyond, for the purpose of implementing service and process change initiatives this may be required on a short notice basis.

The role requires an experienced, clear thinking, innovative and self-motivated organized individual, who can deliver cost effective and high-quality solutions with accountability in a very demanding and constantly changing environment. The ability to multitask and support remote teams and/or functions is crucial to the role s success.

Colleague & Client Services provides a wide range of support services to the firm. It includes GHS (Global Hospitality Services), Global Event Marketing, Centre for Culture, Alumni Network, Fitness & Wellness Centers, Residential Leadership & Training Centers, and operational support to senior global management.

Development Value:

This is a high-profile role that requires constant interface with very senior business managers as well as global and regional management. The successful candidate will develop a broad understanding of Citi s business operations and organization and a deep knowledge of a diverse range of services. Vendor management skills will be honed to a high degree as the role is required to operate with management from significant outsourced service providers as well as with onsite management and staff. This role will demand and develop significant general management and leadership skills including the ability to exercise judgment in complex and ambiguous circumstances and to achieve objectives through influence and other indirect means. Successful performance in this role will equip the incumbent with relevant experience and exposure for further demanding and high-profile roles within Citi businesses. Possible development outside of NAM GHS within another function of the organization.


6 - 8 years minimum foodservice and hospitality management professional background & experience

Previous involvement in the process of contracting and managing external soft service suppliers.

Experience of working within a demanding fast-paced environment to very high standards.

Experience of working with all levels of management within a large Corporate organization.

An understanding of the commercial aspects of service provision.

A full understanding of outsourcing services.

Experience of setting budgets and monitoring financial performance of commercial contracts.

Experience of setting, managing and monitoring Service levels and KPI s in a soft services environment.

Skills: (technical skills)


  • Excellent interpersonal skills, confidence and judgement

  • Excellent verbal and written communication abilities

  • Flexible and responsive manner and ability to prioritize

  • Structured and organized approach

  • Strong oral, written and visual communications skills

  • Ability to work and lead teams virtually within a regional team across multiple States and cultures

  • Demonstrated creativity, initiative and resourcefulness

  • Highly motivated and self-driven, ability to multi-task

  • Productively, and strong result orientation

  • Excellent analytical and problem solving skills


  • Financial literacy

  • Technological literacy

  • Negotiation skills.


Minimum Bachelor s Degree is required in either Business Management, Hospitality, Foodservice or other related fields

On the job, knowledge is more important than qualifications.

Candidates would ideally have a higher education background, however exceptional candidates who do not meet the educational criteria may be considered provided they have the necessary skills and operational experience.

Additional vocational qualifications, Diplomas or industry equivalent or awards are welcomed, but are not a pre-requisite.


  • Genuinely passionate about delivering excellent services and standards.

  • A positive attitude towards developing the role, accepting responsibilities, and acting with initiative and integrity.

  • A strong team player with the ability to multi-task and prioritise work commitments.

  • Flexible approach to departmental requirements.

  • Desire and drive for continuous improvement & adaptable to change.

  • Proven experience of building working relationships and liaising at senior level within a professional organisation.

  • The ability to remain calm under operational pressure.


Job Family Group:

Operations - Core


Job Family:

Operations Support


Time Type:

Full time


Primary Location:

New York New York United States


Primary Location Salary Range:

$116,880.00 - $175,320.00


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