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About Us:
Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.
Our Mission:
Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.
The Lead Hospitality Associate is responsible for overseeing daily hospitality operations and ensuring the delivery of exceptional guest experiences across all service touchpoints. This role supervises hospitality staff, coordinates with cross-functional departments, and ensures operational excellence in guest services. The position is non-exempt and reports to the Client Relations Manager or Client Relations Director.
ROLES & RESPONSIBILITIES:
Deliver a welcoming and personalized guest experience to ensure high levels of customer satisfaction
Anticipate guest needs and provide tailored recommendations and service enhancements
Resolve guest inquiries, complaints, and service issues in a timely and professional manner
Supervise and support hospitality staff including front desk, concierge, and guest service teams
Conduct team meetings, training sessions, and performance coaching activities
Oversee daily front desk operations including check-in, check-out, and reservation management
Coordinate with housekeeping, maintenance, and other departments to ensure seamless operations
Monitor guest feedback and implement service improvements based on insights and trends
Support guest retention strategies including loyalty programs and personalized engagement
Analyze key performance indicators (KPIs) to drive service excellence and operational improvements
KNOWLEDGE, SKILLS & ATTRIBUTES:
Strong customer service and hospitality management skills
Ability to lead, motivate, and develop frontline service teams
Excellent verbal and written communication skills
Strong problem-solving and conflict resolution abilities
High attention to detail and service consistency
Ability to multitask in fast-paced, high-pressure environments
Strong interpersonal skills with a client-first mindset
Proficiency in hospitality or service management systems
Ability to interpret performance metrics and guest feedback data
QUALIFICATIONS:
Education:
High school diploma or equivalent required; college degree preferred or equivalent experience
Experience:
2–3 years of experience in hospitality, guest services, or customer-facing operations, including experience in a supervisory or lead capacity preferred
Technical Skills:
Microsoft Office Suite (Word, Excel, Outlook), reservation systems, guest service platforms, basic reporting tools
Physical Requirements:
Ability to lift or move 40 lbs. or greater
Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
Ability to walk, bend, kneel, stand or sit for an extended period of time
The Compensation range for this role is up to 28.00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.
Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.
We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.
Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.
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