General Manager

Rapport
Salary: $140000 - $160000 / year
Other Forms of Compensation: bonus

Rapport is a specialized division of FLIK Hospitality Group focused on all aspects of guest and employee services, meeting and event planning and conference center management. Unlike recruitment agencies, we do not engage in temporary contracts. Our commitment is to foster long‑term career development, allowing ambassadors to enjoy the comprehensive benefits of working directly with us.

Rapport invests in all of its ambassadors, providing a warm welcome and an individualized training and development program. You’ll be encouraged to become the very best you can be throughout your career here, gaining the skills to step into your next big role.

Becoming a Rapport ambassador means joining a global community that collaborates with diverse talents, shares ideas, and experiences a workplace culture that extends beyond local boundaries. Your journey with us is more than just a job – it’s a meaningful career.

The General Manager will serve as the point of contact for the client and lead the US Rapport team at BNY Mellon. The General Manager ensures that all policies and procedures are followed and that team members at all sites operate at maximum efficiency. You will provide planning and direction within the portfolio to achieve operational and financial goals in a dynamic environment, maintain strong client relationships, and work to fulfill our mission of delivering great hospitality experiences.

The position is based in New York City with travel expected to MA, PA, FL, and DC (approximately 30%).

• Manage U.S. operations including Reception, Reservations, Community Management, Conference Center Management, Event Coordination, and Space Management platform support.
• Execute key objectives or client projects directed by BNY and the Global Rapport Lead.
• Partner with multiple high‑profile stakeholders, taking direction, prioritizing, and delivering results.
• Work with the client to ensure goals and expectations are fully understood and communicate them to staff, incorporating them into all aspects of the Rapport operation.
• Maintain close client communication to ensure Rapport staff meets and exceeds expectations.
• Develop and enhance processes that elevate the guest/client experience.
• Provide a high‑profile, visual presence across all U.S. sites to build and retain strong relationships.
• Maintain service standards and achieve KPI target audit scores.
• Manage onsite team performance, including training, development plans, and regular performance reviews.
• Build and maintain relationships with contract clients, client site leadership, executive committee admins, and high-level clients.
• Oversee all aspects of projects, including new site launches, equipment procurement, configuration accuracy, and alignment of SOPs with company systems.
• Act as the primary liaison between vendor partners, ensuring smooth coordination and timely execution.
• Create, maintain, and execute a business continuity plan to address service disruptions.
• Complete client reports such as monthly and quarterly reviews and attend client meetings.
• Pay attention to details for conference centers, meetings, and events.
• Strategically book space within the system to ensure maximum utilization of facilities.
• Ensure Rapport policies and procedures are followed.
• Align Rapport and the Client values.
• Champion development within the account; conduct performance evaluations, succession planning, and maintain full understanding of all roles.
• Own the financial results for the account and collaborate with leadership on reporting, forecasting, and budgeting.
• Consistently administer all policies and procedures fairly.

• Bachelor's degree and a minimum of three (3) years of management experience, preferably in conference center, hotel operations, or hospitality management.
• Well‑versed in all aspects of conference center management with a proven track record of success.
• Excellence in leading a business and team, strong customer service, and strong business and financial acumen.
• Strong initiative, critical thinking, ownership, communication (listening, written, and verbal),…