Join the Mission: Manager of Guest Experience & Hospitality - Conference Center and Corporate Dining Services, Starport, NASA Exchange- JSC

Starport Benefits

• Competitive health and supplemental insurance
• 401k plus matching
• 11 Government holidays
• Free gym membership and locker
• Opportunities for growth and development
• Discounts on personal training sessions
• Discounts on retail merchandise
• Free admission into Space Center Houston
• Employee award opportunities
• Free Employee Assistance Program (EAP)
• Free Clinical Services
• Shared purpose and connection to NASA’s mission
• Free classes and books on NASA’s learning management system
• Scheduling flexibility & a myriad of leave options to support work/life balance

Position Overview:

Are you ready to combine your passion for hospitality and exceptional guest experiences with the inspiring mission of NASA? Starport, the morale and welfare provider for the Johnson Space Center (JSC), is looking for a dynamic leader to manage the Gilruth Conference Center and corporate dining services for the JSC workforce.

If you’re a visionary leader passionate about hospitality, customer service, and creating outstanding experiences, this is your chance to join the team that supports the stars who reach for them.

We are looking for a highly organized candidate with excellent people skills to serve as our Manager of Guest Experience & Hospitality for our food service program and conference center. The ideal candidate is committed to providing an exemplary customer service experience for the NASA JSC community. They will value creativity, positive social interactions, and problem solving, and are committed to wearing multiple hats to fulfill our mission to empower lives and promote the overall well-being of the  JSC team. Candidate should also possess the ability to work in an independent manner. In addition, candidate should possess the ability to bring solutions to problems when they arise.

Why Join Starport?

Starport enhances the work experience of the NASA community by providing services that impact employee health, morale, wellbeing, and productivity. We’re a community committed to delivering exceptional hospitality and fostering memorable experiences through a variety of employee morale programs. This is a great position for a self-motivated, enthusiastic new or experienced professional looking to make a meaningful impact to the NASA team.

At Starport, you’ll find:

• Purposeful Work: Be a vital part of NASA’s mission by enhancing the workplace experience through outstanding hospitality services.
• Exciting Challenges: Oversee food service operations, manage a dedicated team, and innovate strategies to elevate conference and event experiences.
• Outstanding Perks: Competitive benefits include insurance, 401k+matching, 11 holidays, sick time, vacation time, free gym membership, leadership development opportunities, discounts, free admission to Space Center Houston and more.

Your Role in the Mission

You’ll lead high-quality hospitality services, ensuring seamless food service management of our pop-up vendors and providing exceptional event experiences of our conference center at NASA’s Johnson Space Center (JSC). This dynamic role offers the unique opportunity to manage and enhance hospitality operations that contribute to the morale, productivity, and satisfaction of NASA’s workforce.

This role requires a dynamic leader with expertise in hospitality operations, vendor management, and customer service. The ideal candidate will ensure the highest quality standards in food service, maintain smooth event scheduling, and create exceptional guest experiences.

Key Responsibilities:

Corporate Dining Oversight

• Provide overall strategic planning efforts for food service operations
• Manage and maintain strong relationships with the food service vendors to ensure quality, compliance, and customer satisfaction.
• Oversee vendor performance, menu quality, and adherence to health and safety regulations.
• Ensure food service program offers a wide variety of food options including healthy and diverse options that are reasonably priced.
• Address and resolve any service-related concerns to uphold the company’s hospitality standards.
• Ensure JSC Vending Program is successful, safe, healthy and in a clean environment that meets occupational health and JSC team member needs. Addresses customer issues within 2 working days.
• Serve as primary interface with Occupational Health regarding all food safety issues/concerns (i.e. potential food poisoning, operator’s adherence to food safety policy).

Conference Center Management

• Serve as the primary consultant for conference center guests, ensuring a seamless and exceptional experience.
• Lead collaboration with clients to understand event requirements and ensure flawless execution.
• Handle event inquiries, reservations, and scheduling to optimize space utilization. Obtain credit card payments over the phone when needed.
• Provide A/V and Wifi walkthroughs and real time support as needed
• Implement and maintain high standards of hospitality and customer service excellence.
• Facilitate Reservations/Facilities Tag Up 1x week to review next 10 days of events - dates/times/setups
• Coordinate with internal teams and external clients to ensure seamless event execution e,g, coordinate after hours staffing with Front Desk staff.
• Monitor facility maintenance, ensuring cleanliness, safety, and functionality.
• Assist with setup and break down conference rooms, ensuring proper furniture arrangement and cleanliness, as needed.
• Maintain and update NASA Clubs Program to ensure agreements are accurate and current.
• Manage approved caterers list, ensuring that all requirements and paperwork is completed.

Guest Experience & Relationship Management

• Develop and enforce policies that enhance the guest experience.
• Address client needs, concerns, and special requests promptly and professionally.
• Implement best practices for hospitality services, ensuring an efficient and welcoming environment.
• Coordinate with Facilities Team regarding hospitality assistance.
• Establish and maintain effective working relations with a wide variety of individuals and organizations – including Occupational Health, senior Center management, Exchange Council, Employees Activities Association, center support organizations, suppliers and vendors, and individual customer and users of Starport services.
• Lead food service efforts for Starport sponsored Center celebration events
• Foster relationship with the Clear Lake Area Chamber of Commerce by attending quarterly luncheons and monthly events
• Provide support and resources to other Starport events including duties celebration events, AvA, Starport Fun Committee, onsite Town Halls, etc.

Administrative & Financial Responsibilities

• Lead annual budget forecasting and cost control actions for food and conference center services.
• Track and report food service and conference bookings key performance metrics e.g. tracking payments to the Business Office by the 5th of each month, reviewing monthly profit & loss statements, ensuring check payment amounts are entered correctly in ActiveNet and checks are given to the Business office, and advising the Business Office on discrepancies
• Ensure food operator meets all Occupational Health requirements
• Manage the Randolph-Sheppard Act relationship and associated actions with Texas Workforce Commission and selected vendor
• Create Standard Operating Procedures/Job Aids to support on the job training
• Develop and enforce policies and procedures for efficient conference center operations.
• Create, monitor, and track key performance metrics related to guest satisfaction and event success, including surveys and unsolicited feedback.
• Ensure compliance with all NASA regulations and guidelines.

Team Leadership & Training

• Supervise food service and/or conference center staff.
• Develop, recognize, and support the needs of employees to balance work and personal life.
• Provide training and guidance on to ensure exceptional customer service.
• Foster a positive and professional work environment, ensuring team members uphold hospitality standards.
• Conduct performance evaluations and implement staff development programs.
• Keep Starport staff informed about events and activities that impact other lines of business
• Provide backup to all aspects of operations, including assisting the facilities team with room setups and walk-throughs, as needed

What You Bring to the Team

Skills & Competencies

• 3+ years of experience in hospitality management, conference center operations, or food service management
• Bachelor’s degree in hospitality management, Business Administration, or a related field (preferred).
• Strong vendor management and negotiation skills.
• Excellent verbal and written communication, leadership, and problem-solving abilities.
• Proficiency in event scheduling software and hospitality management tools, techniques, and software systems such as Microsoft Word, Excel, Outlook, and Adobe
• Strong customer service and relationship management skills such as:
• Able to grasp customer needs, seek clarity, and brainstorm ways to fulfill them
• Social perceptiveness and sensitivity with ability to exercise adaptability and flexibility when working with various stakeholders
• Approachable and friendly demeanor when working with clients and team members
• Ability to exercise tremendous patience when dealing with guests; able to address concerns with enthusiasm and poise
• Strong adaptability and flexibility to meet customer’s needs/requirements
• Ability to manage multiple events, reservations, and logistics simultaneously.
• Strong experience in budget forecasting, profit and loss tracking, and cost control.
• Knowledge of hospitality industry standards, safety regulations, and best practices.
• A passion for building relationships, solving challenges, and inspiring change.

Additional Requirements

• Must possess a valid driver’s license
• Must be able to pass a criminal background check
• Regular lift up to 50 lbs. and ability to perform physical activities for extended periods.
• Must obtain a Serve Safe and Texas Alcohol Beverage Commission Certificate Certification within first 180 days of employment (Employer provided)
• May be responsible for working weekends and evenings based on organizational need
• The higher end of the salary range applies if the candidate has significant related experience

What Makes This Opportunity Unique

As the Manager of Guest Experience & Hospitality you’ll be at the heart of innovation and collaboration, working alongside NASA’s trailblazers to create exceptional dining and event experiences. From overseeing food service operations to managing conference center reservations, your leadership will directly contribute to NASA's mission by impacting the health, morale, wellbeing, productivity, and engagement of Johnson Space Center employees . Despite many positions within the hospitality industry, this position does not regular extensive weekend or evening hours.

Job Type: Full-time

Pay: $55,000.00 - $68,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Apply here: https://www.indeed.com/viewjob?jk=4b43d4dae43ce13e&from=shareddesktop