Manager, Workspace Hospitality Services

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Join the Fidelity Real Estate Company by playing a key role in the regional workspace experience strategy. This role reports to the Regional Director, Workspace Hospitality Services, in this role your primary responsibility is leading a consistent delivery of onsite hospitality services and assuring a magnetic and vibrant workday for all Fidelity associates. In supporting our broader Real Estate Company objectives, you will be an ambassador of the company hospitality mindset and responsible execution of our global service promise standards and program.

The Role

The Manager of Workspace Hospitality Services is critical to ensuring that their assigned campus or office workspace functions as it was intended by supporting a feedback loop for continuous improvement and supporting product and service initiatives.

The role is also responsible for delivering on strategy while providing, cross-functional support for the broader workspace experience team (Facilities, Amenities, Security, On-Site Tech Support, Associate Experience) to ensure the successful execution of business priorities.

Lastly, this position will focus on the execution and compliance of our experience and service standards within their assigned campus or office. Success in this role will result in the execution of our Fidelity Real Estate Company standards, achieving targets on experience satisfaction, and contributing to the retention of our talent in the organization.

The Team

Fidelity Real Estate Company (FREC) is the corporate real estate division of Fidelity Investments, providing a full range of services to Fidelity business units nationally and internationally. FREC runs more than 9 million square feet of space in the United States and overseas, including 13 North American and six international corporate sites, four critically important data centers and more than 200 retail investor centers. Our team is customer-centric; everything we do focuses on delivering solutions that meet the needs of Fidelity associates at all levels.

The Expertise and Skills You Bring

• Excel with meeting new people and networking and have a compassionate, thoughtful, and respectful demeanor
• Experience within the Financial Services industry is also valued.
• Proven ability in hospitality is required, with preferred experience in Cross-functional team management, Hospitality/Customer Service and Commercial Real Estate.
• Exhibit confidence in communication with senior leaders, with a professional presence and communications
• Excellent communication and social skills and a proficiency to influence others and form relationships
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, and work ethic
• You are proficient with Microsoft Office suite
• Have a consumer-first mentality with ability to identify and deliver against unmet needs
• Detail oriented with outstanding prioritization skills.
• Physical requirements include walking through buildings and occasionally performing light-duty activity such as moving IT (Informational Technology) equipment.
• May need to work occasional extended hours (morning or evening) to support projects or activities.
• Lead a cohesive team in the context of a highly matrixed organization, prioritizing clear expectations, consistency, and articulate communication
• Highly inspired with a can-do approach and ability to problem-solve through a collaborative, unselfish, and team-oriented approach
• Undergraduate degree or relevant experience

The Value You Deliver

• Support the execution of initiatives designed to create connections between associates, including real estate workspace experience events, communications, and building walk-throughs.
• Proactively find opportunities to improve the onsite work environment, advancing workspace feedback, tracking issues for resolution, and measuring the success of engagement efforts.
• Understand, recommend, and apply standard methodologies to optimize associate and guest experience, exercising discretion in guiding associate behaviors.
• Support the implementation of initiatives, processes, and strategy to further guest and associate experience.
• Responsible for solving associate issues needing market level support.
• Be accountable for employee satisfaction of team members within your responsibility, measured through market-level NPS (Net Promoter Score).
• Implement programs crafted and led by real estate, promoting amenities, giving location tours, and providing information about local features such as entertainment, arts, dining, and transportation.
• Ensure the local site is functioning to quality standards and making recommendations to FREC teams if repairs or updates are required.
• Assist in onboarding new employees, highlighting amenities, and serving as a resource for associate questions.
• Identify and resolve issues with cleaning, IT, and conference room equipment.
• Managing global experience standards and standard operating procedures
• Know and be able to implement building safety plans.

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at [email protected] or call 800-835-5099, prompt 2, option 2 if you would like to request an accommodation.

Please see below for the salary range for work locations in Colorado only:

Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:

Please see below for the salary range for work locations in California only:

Please see below for the salary range for work locations in Washington only:

Certifications:

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don't need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you've always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.