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Corporate - Global Services - Head of Dining and Conferences - Vice President / Executive Director

Req #: 180032096
Location: London, ENG, UK
Job Category: Corporate Staff
Potential Referral Amount: Pound Sterling (GBP)
     UK Dining & Conference Service Manager–Vice President /Executive Director
Place of work:                                      London – 25 Bank Street, Canary Wharf
Responsibilities:                                  Manage the operations of all Client Dining and Conference centre locations in the UK.  Oversee the reservation, planning, operations and execution processes within these facilities to deliver the highest standard of service to all JPMC internal and external clients.  Ensuring all JPMC policies, procedures and codes of conduct are adhered to and observed.
Report to:                                             Head of Dining and Conference services EMEA & ASIA
Liaise with:                                            All JPMC and Vendor Personnel within JPMC
                                                                All Client and Customer contacts of JPMC
General Scope and Purpose:              To ensure that the highest standards of service are maintained through proactive and competent management oversight, support and planning processes.
Core Responsibilities
  • Manage UK Conference centre and Client dining operations delivering immaculate first class service by developing and implementing 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.
  • Be present for and offer on-site support for all planned events; work flexibly to ensure coverage of these.
  • Provide an expert opinion and suggestions to ensure the complete success of each program/meeting/event.
  • Keep an active overview on the performance of EMS (room booking system) to ensure adequate resources, hardware and business continuity are provided at all times.
  • Provide metrics relating to meeting space utilization, visitor statistics, sales mix and others as required.
  • Oversee and manage a robust vendor management program including but not limited to Business Review Meetings for Client Dining and Conference Centre providing feedback and updates on all operational, strategic,  financial, and personnel matters.
  • To ensure prompt and professional response to complaints and communication of actions resulting.
  • Handle day-to-day challenges team presents and assist driving towards a solution.
Business Results
  • Develop meeting planning services, including pre-con and post-con meetings to maintain close contact with clients that anticipate needs and provide consultative services for high-level or unusual events.
  • Deliver against Key Performance Indicators and report across all Client Dining and Conference Centre locations to ensure key standards are met around menu, performance and program effectiveness.
  • Drive innovation and implement ideas to enhance services – modify food and service programs in line with current high street trends and liaise with key users/clients to consistently meet and exceed client expectations.
  • Manage all vendor’s performance against contractual expectations and liaise with third party vendors for the provision of wines, floral, event decorations, printed collateral.
Client / Customer Focus
  • Ensure all clients are met and greeted and are provided personalized service. Deliver a quality service across all locations by the entire Dining/Conference Services teams. 
  • Ensure Client needs are identified and all details communicated (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.
  • 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.
  • Manage and develop Know your Customer initiatives, use these platforms to deliver service specific measurable initiatives demonstrating client and customer focus.
  • Develop marketing and communication program enabling all media channels to promote and develop Client Dining and Conference services.
  • Manage, develop and coach the Client dining and Conference centre teams/partners to deliver a personalised intuitive client experience.
  • Maintain a positive and professional poise throughout all business dealings.
  • Set an example and ensure standards are achieved in terms of personal presentation and grooming, present a polished image, following uniform guidelines without exception.
  • Manage and maintain relationships with Events Team and Internal Clients, along with Caterers, Audio Visual and Global Real Estate teams.
  • Determine training and development points for team in conjunction with global standards and training.
  • Maintain a professional, flexible “can-do” level of service at all times to provide Clients with a high quality consistent dining, conference and event product.
Risks & Controls
  • Use EMS as the singular booking tool for all Client Dining/Conference Centre related activity.
  • Review scheduling of meeting space in order to maximize utilization and report on meeting metrics and analytical review of utilization by EMS.
  • Ensure maximum utilization of space to achieve yearly utilization goals.
  • Produce financial P&L reports relating to Client Dining and Conference Centres including sales and costs against budget and forecast.
  • Ensure all clients are provided with an accurate summary of forecasted and actual costs, at every stage of the planning process.
  • Responsible for records management across all Client and Conference services locations to ensure data protection and audit compliance.
  • Demonstrate cost control and correct allocation of charges per cost centre according to usage for all locations.
  • Manage, check and update regularly BCP plan to execute whenever it is activated.
  • Demonstrate a globally aligned framework for vendor oversight including NEIM / CWOC management, Vendor supplier management, Performance based metrics - KPIs and BRMs, Health & safety and sanitation reporting, Financial reporting and Mandatory JPMC training.
  • Define security, health & safety and fire life safety protocol across all sites, including issue escalation process.
  • Adhere to all compliance procedures including accurate data entry for reporting purposes.
Personal Profile
  • Hospitality degree preferred, demonstrable experience in international 5* hotels, event planning and food & beverage environment
  • Experience in managing teams, meeting planning and customer service
  • Experienced knowledge of food, beverage and 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
About J.P. Morgan Chase & Co:
J.P. Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. J.P. Morgan is part of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.1 trillion.  The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its JPMorgan and Chase, and WaMu brands.
J.P. Morgan offers an exceptional benefits program and a highly competitive compensation package. J.P. Morgan is an Equal Opportunity Employer


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