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Hospitality Program Manager (Tours), Workforce Services Full-time

at in California (Published at 16-01-2020)

The Position
Purpose of Position :
The mission of Hospitality is to deliver consistently exceptional and exceptionally consistent value-added operations, programs, and services that are laser-focused on enhancing the daily experience of our workforce, visitors, and guests. These essential functions touch our 14,000+ employees, contractors, consultants, partners, and visitors on a daily basis.
The Tours Program exists to support the various business needs of our colleagues and to engage our workforce with a variety of offerings highlighting all the ways Genentech is such a unique and special place. The ability to develop a robust and leading-edge tours program will play a key role in continuing to position Genentech SSF as a best place to work and reinforce our reputation for innovation.
The Tours PM will have end-to-end accountability for tours operations, and ownership for developing and delivering on all tours projects and initiatives. They are responsible for associated decisions about how to approve, design, and resource all tours and all supporting activities necessary, including benchmarking, evaluating new opportunities to pilot, business case development, strategy development, and performing data analysis to frame insights from data.
They will also personally lead ~2-3 tours per month for a variety of audiences, including VIP tours that may include Roche/Genentech executives, government officials, visiting dignitary delegations, etc., sometimes with little notice.
As such, the role requires close partnerships with numerous senior internal and external stakeholders on matters of importance, including but not limited to: Workforce Services, Corporate Relations, other departments with tours offerings (e.g, Pharma Technology), as well as Security, Site Operations, and additional functions within Site Services.
The Hospitality Program Manager (Tours) reports to the Head of Hospitality and will serve as a member of the Hospitality Leadership Team.
Key Responsibilities :
Coordinate all tours, and personally lead any VIP and large group tour requests received.
Design and implement an end-to-end tours portfolio, with an additional focus on innovating new tour programs and services, and the eventual goal of aligning all GNE tour programs under a single brand. Build and present effective business cases for adding/removing/enhancing services, and continually seek opportunities to pilot.
Manage our tour programs, and partner with leaders of other departmental tour offerings. Be a vocal champion of tours and the larger Hospitality organization on external teams and initiatives, and be consistently visible and available to customers and service providers.
Build a team of volunteer GNE tour ambassadors (including Directors) to deliver our tour programs. Train all tour guides to an established set of core expectations to ensure consistent service delivery, and develop a robust recognition and incentive program.
Embrace new technologies with the ability to powerfully enhance service delivery and experience, while delivering data collection, reporting, and analytics capabilities. Develop relevant performance metrics and use data (analytics, surveys, focus groups) to measure quality of programs and services and determine unmet needs. Integrate feedback with appropriate data, business requirements, and established strategies to formulate sound decisions
Serve as a tour subject matter expert and thought leader on trends and innovative developments across industries (corporate, non-profit, education), and think creatively about how to adapt them to our environment and needs.
Effectively manage budgets associated with programs owned. Serve as Business Lead one requests for Information/Proposals (RFI/RFP) processes as needed.
Key Competencies :
Exceptionally agile mindset and skill set to navigate frequently and seamlessly between two areas of responsibility:
execution focused - lead tours, manage all day-to-day program logistics
strategy focused - provide the vision, innovation, and program management skills necessary to create a robust, innovative tours program aligned with organization vision and priorities ?
Polished, articulate, executive presence, with confident public speaking skills, a passion to share the value of our organization, programs, and services with others, and the ability to maintain composure and flexibility in the face of dynamic environments and business priorities, including requests for last-minute VIP tours.
Outstanding analytic and strategic thinking abilities, with a high level of confidence in end-to-end program ownership in a corporate environment, with demonstrated experience delivering exceptional results within budget constraints. Excellent planning, decision-making, prioritization, and program management skills, exceptional attention to detail.
Strong desire and ability to train, motivate, and inspire others in order to develop our new volunteer guide offering (gTAP, Genentech Tour Ambassadors Program), and deliver guidance to any Hospitality interns assigned to support the Tours program. Highly effective, supportive team player and collaborator, comfortable working in a matrix environment.
Exceptional judgment and discretion to manage competing tours priorities, as well as ensure safe and appropriate access to select areas of our campus given the sensitive nature of our work and the need to minimize risk to our people, products, and pipeline.
Technologically savvy to in order to crowdsource and leverage a variety of channels to share information, connect end users, build the brand, and innovate for 2020 and beyond.
Ability to influence and lead change within Hospitality and Workforce Services, synthesize large amounts of information into business cases to create new programs, deliver presentations / communications in a way that resonates with key stakeholders and external partners, and provide effective insights from data.
Key Qualifications :
Education: BS or BA (Business, Marketing, Communications, Hospitality, Healthcare), and/or relevant combination of education and experience.
8-10 years of relevant experience in a corporate environment, and/or deep tours program expertise from an equivalent educational, non-profit, or entertainment environment.
At least 5 years of project/program management experience developing, branding, promoting and realizing sustained implementation of operational goals and objectives.
Excellent written, oral, and presentation and communication skills, with experience and demonstrated mastery using common business software applications such as Google Suite, the MS Office Suite, and a facility for and intellectual curiosity about new technologies.
This position is not eligible for relocation.
Who We Are
A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.
The next step is yours. To apply today, click on the "Apply online" button.
Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page .

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