We’re looking for motivated, engaged people to help make everyone’s journeys better.

Studio Ellen is the Gate Gourmet test kitchen dedicated to menu development for United Airlines. The Studio Ellen Hospitality and Commercial Manager will report to the Global Account Director for United Airlines, with a dotted line to the Studio Ellen Dedicated Executive Chef. Responsibilities include leading the planning and execution of all events hosted in and by Studio Ellen on behalf of gategroup, and as a brand ambassador, ensuring guests are welcomed with the highest hospitality standards, displaying gategroup’s expertise and values, and overseeing the complete journey of guests.

Provides support to the Global Account Director to ensure customer satisfaction and compliance with requirements, ensuring the high level of customer service United guests can expect from GG at all locations for the selected projects. In this role, the manager will liaise with different GG locations as applicable, implement required actions to protect GG interests complying with internal governance and policies, and promote excellent communication channel internally and externally.

Main Duties and Responsibilities
• Coordinates and executes events at Studio Ellen, including planning, set-up and execution, thus ensuring a flawless, professional and high-end guest experience.
• Oversees the complete journey of Studio Ellen guests, ensuring maximum delivery and high-end service.
• Acts as the main liaison to guests, ensuring a personalized interaction, and that all needs and requirements are met and anticipated during event planning and execution.
• Communicates and coordinates the execution of daily logistics to the relevant teams and partners.
• Responsible for budgeting and monitoring hospitality-related event expenses.
• Conducts monthly and post-event cost analyses to the Global Account Director, United Airlines.
• Handles contractors and contracts of external providers, responsible for expenses, and coordinates with the building management company, GG Procurement and Accounts Payable, as needed.  Builds a strong customer relationship with United Airlines and provide high level of customer support.
• Acts as interface between Customer and Internal Stakeholders at all GG Locations where applicable.
• Support the development of commercial strategy related to Studio Ellen activities for United Airlines applicable to all GG locations.
• Supports the Global Account Director in thoughtful development of account, relationship, and communication plans, ensuring proper execution of the plans,
• Coordinate input from Pricing, Financial Planning, Operations, and Sales stakeholders in order to provide analytics in development of business cases, and commercial negotiations as required and assigned.
• Supports commercial processes and reporting requirements.
• Conducts and supports ad-hoc analyses on commercial issues as assigned.
• Works with high service standards allowing timely answers to customer’s concerns and needs applicable to all GG locations for United Airlines.
• Channels the client’s needs through a two-way communication, in an efficient and timely manner that allows delivering the service in the agreed conditions applicable to all GG locations.
• Creates regular reports on Customer Key Performance Indicators (KPI) related to Studio Ellen and or as assigned by the Global Account Director.

Qualifications
• Demonstrated ability to work independently as well as with small teams and large groups.
• Demonstrated ability to coordinate different stakeholders and to communicate with all management levels.
• Well-organized; Works well under pressure and within tight and ever-changing deadlines.
• Must be able to adjust and/or resolve ever-changing and last-minute arrangements and requests of events/functions.
• Proven experience in guest relations management, hospitality and service.
• Hospitality mindset with a strong attention to detail.
• Solid understanding of hospitality procedures and best practices, especially service.
• Outstanding communication (verbal and written) and interpersonal skills.
• Problem-solving attitude.
• Impeccable and professional appearance.
• Support and encourage teamwork.

Education and Work Experience
• Bachelor’s degree in hospitality or event management strongly preferred.
• At least five (5) years’ progressively responsible experience in hospitality and/or event management, to include event budget planning; previous experience within a corporate environment a plus.
• Culinary, Hotel Management and event planning and management background is required.
• Able to communicate effectively through both written and oral presentations.
 
Language / Communication Skills:
• Fluency in English.
• Fluency in other languages would be a plus.
 

We anticipate that this job will close on:

12/29/2024

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If you want to be part of a team that helps make travel and culinary memories, join us!