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�� &#x/MCI; 0 ;&#x/MCI; 0 ; &#x/MCI; 1 ;&#x/MCI; 1 ;Position: Vice President, Guest Experiences (VPGE)Reporting to:Doreen Guerin Senior Vice President, Sales and Event Operations Human Resources Representative:Melissa Vele, Human ResourcesDirector Applicants can submit their resume via: fax (212 2164484), email hronline@javitscenter.com Background: Role: The Vice President Guest Experience, will have the Javits Center from other Convention Centers and Conference venues. She/he will act as leadingbrand advocate throughout the Corporation. Based on customer experience the VPGEwill seek to maximize customer satisfaction through line management of the ExhibitorSolutions, Catering Solutionsand Researchgroups, Additionally, through interaction with other executives, and through involvement with the processes they manage, the VPGE to all existing functions and processes. The ExhibitorSolutionsgroup consists of bothfulltime and part time employees; the Director of Customer Solutionswill report into the VPGE. In addition to taking orders for Javits services before events, Customer Solutions staff also manage on site acceptance of customer orders. To enhance the customer experience, the grouphas recently implemented a new, online portal for including space utilization reports; event financial and attendance profiling, hotel occupancy; competitive analysis and projections. Frequently used tools include Tableau, Excel, MS Access, R/RStudio, and Adobe Creative Suite. The VPGE will be responsible for further development of the Center’s research capabilities and creation of reports and data which can be used to support the Center’s mission of creating economic impact.The Director of RetailSolutionsis responsible for relationships with all retail tenants and food service contractors who provide service to the building. This includes American Express, Hudson News, FedEx and others including the Center’s exclusively appointed food service provider. The VPGEwill ensure that retail tenants meet the expectations and needs of the Center’s customers, through line management of the Director Retail Solutions. In particular, the VPGE will have a primary responsibility for enhancing the culinary experience of guests, through liaison with the Center’s appointed food service contractor to ensure such a goal is achieved. The expansion of the Javits Center, which is due to complete in 2021, will allow the Center to expand its offerings, with additional meeting room space and the largest special event space in the Northeast. New kitchens, and by implication and purpose, expanded catering services, are part of that development, and creating an environment to maximize economically impactful bookings is paramount. A specific shortterm goal would be to review the terms of Javits current catering contract, and with the assistance of other executivesand cons

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ultants, develop for consideration alternative food service models which could be applied to the newly expanded Center. Additionally, the development of high level food service standards and goals, together with a system for measuring success against those goals, would be required.After the opening of the expansion, it is anticipated that redevelopment of existing kitchens in the existing building (circa 1986 with limited updates) would then become a new priority. In this connection, it is Managements’ intention is to develop and execute an RFP within the calendar year 2018 to seek new bids (including from the incumbent) for retail food and catering operations in the Center. The VPGE would have primary responsibility for developing appropriate criteria for candidates, defining the Center’s expectations in a new contract, and (working with the Center’s Procurement Staff) leading the RFP process. While each of these roles is pivotal to the Center’s success, an immediate need and requirement in a candidate is experience in dealing with catering in hospitality related environments. Qualifications MBA degree in relevant areas or equivalent experience in a relevant hospitality environment 10+ years in customer service management, preferably with 4+ years of directorlevel experience. Excellent communication skills with superior verbal, written, interpersonal, technical and presentation skills. Ability to think critically and problem solve in a fastpaced, entrepreneurial environment. Understanding of, and prior experience with, a unionized workforce Essential Functions Development, budgeting and continual refinement of the customer experience strategy. Development, budgeting and management of the customer’s catering experience at the Center. Line management oversight of full time and part time staff delivering services to Javits customers. Creation of key performance metrics to measure customer experience, capturing customer behavior, analysis of results, and development ofcrossdepartmental recommendations.Successful implementation of those KPIs Optimization ofdepartmental processes that address an excellent and brandappropriate customer experience; Demonstration of and fosteringa sense of urgency and entrepreneurial commitment to achieving goals. Empathetic understanding of trade show, conference, meeting and special events needs and priorities The Javits Center provides equal opportunity and, therefore, does not discriminate on the basis of age, race, color, creed, national origin, sexual ientation, military status, sex, disability, predisposing genetic characteristics, marital status, domestic violence victim status, prior arrest records, youthful offender adjudications, sealed records, previous conviction records or gender identity. Reasonable accommodations may be provided upon requestNY CONVENTION CENTER OPERATING CORPORATIN IS AN EQUAL OPPORTUNITY EMPLOYER