Manager, Guest Services, Executive Education

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About Us:
Harvard Business School Executive Education is an immersive learning experience—one that empowers senior executives to reflect, recharge, and reemerge as visionary leaders.

HBS Executive Education brings together senior executives from the world’s most influential organizations, preparing them to reach the next level for their organizations and for themselves. Working closely with HBS’s world-class faculty, we design and deliver programs for individuals and for organizations, welcoming over 12,000 participants annually from over 130 countries. Programs range from a few days to multiple weeks. Most programs are delivered on the HBS campus, where participants live, learn, and dine together in dedicated Executive Education residences and facilities. Our programming includes in-person, virtual, and blended (combining both in-person and virtual learning) options. The Executive Education department consists of open enrollment, global, and custom program portfolio management; guest services; marketing; corporate sales; program operations; technology services; human resources; enrollment and admissions; and finance.

Job Summary:

Reporting directly to the Associate Director, ExEd Operations, this role oversees office operations, including check-in/checkout and concierge services—while providing an exceptional level of customer service to Executive Education participants (encompassing 500+ bedrooms and 180+ programs/12,000+ participants annually); guests and the general HBS community; and service/support to program staff, all in a fast-paced, high-energy, dynamic environment.

Position Description

• Under the direction of the Associate Director, provide direct oversight of all aspects of front-office, back-office, and concierge daily operations.
• Manage part-time team members; and set team schedule.
• Assume the role of Manager-on-Duty during scheduled shifts.
• Manage schedule changes and callouts within team; being ready to fill in shifts or arrange for other coverage.
• Provide training for all team members to ensure standards are consistently met.
• Manage and problem-solve team and participant requests/issues—including emergency situations—to successful resolution.
• Address immediate participant concerns and service recovery situations, escalating emergency situations to Associate Director when needed. Use creativity to anticipate participant needs and identify solutions.
• Oversee the execution of special arrivals and departures and any unique program requirements as outlined by the Associate Director through collaboration with program delivery teams.
• Serve as process expert for the group, including monitoring and assessing current processes and identifying opportunities for process improvement.
• Act as main point of contact for technology-related concerns, questions, and best practices. Creates and disseminates reports, dashboards, automation, and monitors work order status.
• Communicate operational process updates across the team and maintain internal team website.
• Manage the front-desk & back-office space and program offices ensuring all materials are organized and stocked.
• Assist with onboarding and training new Guest Services staff. Liaise with Program Delivery and other ExEd departments on role of Guest Services and operational improvements. Provide tours of HBS campus and ExEd facilities.
• Focus on helping to foster/create a positive and respectful work environment.
• Lead other projects and various other duties provided by Associate Director.
• Build trust and collaboration by being present on-site and engaging directly with colleagues and various constituents
• Perform other duties as assigned.

Working Conditions:

This role requires that you are fully onsite at our Boston, MA based campus as the role is not eligible for remote and/or hybrid work.

Role oversight includes management of part-time team members, requires the ability to work outside of regularly scheduled hours, and the schedule may vary based on business needs. The standard schedule includes evening and weekend hours.

Basic Qualifications:

• High School Diploma, GED, or equivalent is required.
• 5+ years of directly related and specific experience in guest services, hospitality operations, or front office management is required.
• Education beyond high school may count toward experience.
• Microsoft Office (Word, Excel, PowerPoint, and Outlook) experience is a must.

Additional Qualifications and Skills:

• Strong project management skills, including the ability to delegate work to team members in accomplishment of overall team goals; provide advice and assistance in accordance with best practices.
• Provide coaching, advice, and assistance; foster team commitment, while ensuring service standards are maintained.
• Experience with StarRez housing software and SharePoint/document management platforms preferred.
• Successful management of difficult customer interactions/situations.
• Excellent interpersonal skills and demonstrated positive customer-service skills. Ability to relate to a diverse group of internal and external customers.
• Clear and effective written and oral communication skills.
• Demonstrated accuracy and thoroughness in monitoring of own work to ensure quality and application of feedback to improve performance.
• Ability to show flexibility and positivity in response to change; adapt to and accommodate new methods, procedures, and requests by senior staff; proactively monitor and evaluate alternative processes and courses of action independently and with input from the team; and proactively share process improvement ideas with the Associate Director.
• Demonstrates discretion with confidential or sensitive information.
• BA/BS preferred

• Standard Hours: This is a 40 hours/week, overtime eligible position.
• Expected compensation Range: $84,000 - $87,000 annually, commensurate with experience
• Visa sponsorship: Harvard University is not able to provide visa sponsorship for this position.
• Pre-Employment Screenings: Identity
• Other Information:
  • This role requires that you are onsite at our Boston, MA based campus as the role is not eligible for remote and/or hybrid work.
  • A cover letter is required to be considered for this opportunity.
  • Interviews may be conducted virtually (via Zoom) or in person.

Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 056. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.