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CAO - Regional Head of Amenity Operations, Amenity Services, VP - HK/SGP/AUS
January 5, 2020
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com .
J.P. Morgan is a place for talented people from all backgrounds and perspectives because our clients come from all backgrounds and perspectives. We encourage a culture of inclusion, where everyone's opinion counts and all employees have the freedom to deliver their absolute best. This is why we work hard and invest in attracting and developing a diverse workforce. Learn more about our Business Resource Groups in how they help our employees build successful careers and reach their greatest potential.
The Amenities Manager will oversee all functions in the region which can include Conference Centers, Client Centers, Dining, Catering and Lobby Concierge. This role will ensure global standards are maintained along with the highest level of service excellence and operational effectiveness. Locally they will engage with site leadership, LOBs that frequent the services, food vendors and suppliers as well as colleagues who support the various services. While the Amenities Manager will report to the division head, they will also have reporting responsibilities to the Product Manager in each department to keep in line with business strategy, initiatives, and projects.
Operational oversight of Conference Centers, Client Centers, Cafes and food outlets, Catering and Lobby Concierge (where applicable) to ensure all areas are in compliance with applicable policies and regulations
Oversee all of amenities staff personnel
Maintain branding standards and ensure all operational procedures are followed
Execute Voice of the Consumer program to obtain customer feedback and enhance service then implement plans and actions
Provide guidance on menus, programs and concepts that are specific to each sites demographics, LOB and regional preferences
Coordinate with vendor's to analyze customer and sales data to ensure program effectiveness by location
Manage vendor's performance against contractual requirements
Implement direction of proposed technology innovation and integration into vendors plans and programs
Feedback to Program Managers on success and opportunities inclusive of strategy and design
Communicate and interact with various levels of senior management and staff members
Drive budget and management of expenses
KNOWLEDGE AND SKILLS:
8+ years experience in the hospitality industry managing guest experiences
Experience managing a local and remote team
Understand the meeting planning process and white glove customer service approach
Highly organized; ability to handle multiple tasks and apply judgment to prioritize
Working knowledge of food, beverage and audio visual
Decision maker who can work in a fast paced diverse environment
Strong business writing and presentation skills
Experience in business process and procedures
Analytical and budget planning experience
Strategic and risk planning
Computer skills, MS Office (excel, word, ppt), EMS (Event Management System) a plus