Hospitality Lead - EMEA in London

Enterprise Shared Services (ESS) comprises key functions that are core to the company’s operations, including Global Real Estate & Workplace Experience, Global Supply Management, Business Resilience & Corporate Functions Governance, Aviation, Internal Fraud, and Global Security. ESS helps keep our company growing and puts our colleagues at the center of everything they do by delivering best-in-class services that power safe, resilient, and efficient operations around the world.

Global Real Estate and Workplace Experience (GREWE) is the global team at American Express that is responsible for the planning, execution, and operations of American Express offices globally. GREWE supports over 65,000 American Express colleagues and contractors in over eight million square feet of property located in forty-one countries. Our real estate portfolio consists of large full-service campuses, office buildings, sales offices, and airport lounges. The sites may be owned, leased, or be occupied through a serviced space arrangement.

The Hospitality Lead – EMEA, based in the UK, will report directly to the Director, Hospitality Services, based in London. In partnership with key functional leads and vendor partners, they will oversee the American Express workplace services and amenities for all office locations across the EMEA region, focusing on a colleague-first approach to frictionless experiences.

Specifically, this role will be responsible for overseeing aspects of the delivery of food and drink services, experience services, and any other workplace amenities, which contribute to the American Experience workplace proposition. Such services include onsite food and drink outlets and delivery services, pantries, meeting and event catering, community support and engagement, welcome and reception services, meeting and event coordination and planning, concierge services, and management of other onsite amenities and programs.

This role will contribute to and support a multi-year roadmap, which aligns with the priorities of the enterprise, and the GREWE Vision and Mission, to plan pivotal initiatives and operations that deliver the objectives of the region and enterprise. Aligning with a global framework, the regional roadmap will include every aspect of regional operations including third-party selection and performance/contract management, new services and locations, capital management, commercial/financial targets, digital interfaces, ESG, legislative or compliance factors. The Hospitality Lead - EMEA will be responsible for execution of such aspects of the roadmap that are assigned to them.

As an experienced Hospitality professional, you will proactively influence and guide to broadly cultivate a Hospitality approach within the diverse EMEA team of American Express and vendor colleagues. You will work with a group of colleagues across multiple cities in the region and will be responsible to ensure that third parties execute against plans for the engagement, development, recruitment, and retention of third-party talent.

This role also focuses on the high quality and safe delivery of the services, in a compliant, open manner working closely with Facilities Management, Health and Safety, Compliance and Relationship Management colleagues to ensure that a seamlessly robust and consistent approach to workplace services is adopted in every location, every day. Operational controls, as globally or regionally defined, will be adopted and implemented for all in-scope services, to ensure adherence to American Express and GREWE policies & procedures, and all applicable codes and regulations.

In terms of consistent service operations, which are performed at the highest level, this is a meaningful role which requires a strong understanding of the management of third-party suppliers. You will be required to oversee all aspects of the performance of the suppliers based on an agreed governance structure. The governance structure will cover all aspects of performance including that related to SLAs, KPIs and any other scorecard that is agreed.

Responsibilities

• Show up as a visible Hospitality professional every day. Demonstrate the Blue Box values and Leadership Behaviors as a figure head.
• Contribute to the delivery of food & drink services and other workplace services and amenities across the region.
• Put enterprise thinking first to manage outcomes and vendor performance for service lines including:
• Food outlets & delivery services
• Catering
• Reception & welcome services
• Meeting & event planning
• Concierge services
• Pantries, community engagement, onsite amenities
• Be the voice of the colleague in scenarios where friction in the workplace experience is present, to facilitate its removal.
• Strategic & Operational Planning
• Contribute to a multi-year strategic roadmap aligned to enterprise and regional goals.
• Manage third-party vendors, performance/contract management, site launches, and contribute to capital planning in accordance with defined processes.
• Align with digital, ESG, legal/compliance, and financial targets.
• Leadership & Collaboration
• Approach colleague, vendor, and stakeholder relationships as a mutual partnership.
• Collaborate with internal teams and senior leaders across EMEA.
• Foster the attraction and retention, and engagement of hospitality talent within third party relationships throughout the region.
• Manage third-party action plans and roadmaps that drive consistent delivery and continuous improvement.
• Partner with such American Express partners as CEG, Healthy Living, Digital Workplace, Public Relations and Communications, Security, Brand to build a seamless One CX approach to the colleague workplace experience.
• Service Quality & Compliance
• Ensure high-quality, compliant, and safe service delivery across in-scope services including food safety.
• Work closely with Facilities, Health & Safety, Compliance, and Relationship Management teams.
• Support the implementation of standard operating controls and governance frameworks.
• Manage closed-loop style feedback mechanisms.
• Vendor & Performance Management
• Administrate agreements for new and existing services, from procurement to agreement execution.
• Manage and ensure third-party compliance in line with American Express standard operating procedures and standards.
• Manage third-party supplier performance via SLAs, KPIs, and governance metrics.
• Build meaningful partnerships that drive results for American Express.
• Foster continuous improvement and represent the customer/colleague voice in services.
• Data, Finance & Innovation
• Use data to deliver insights, measure outcomes, and drive improvements.
• Supervise and administrate hospitality financial models as required, in partnership with other colleagues.
• In line with American Express standards, ensure that all financial planning (including capital plans, asset registers, in year or long-range financial plans) are followed for all in-scope services.
• Analyse financial performance, ensuring key risks and opportunities are highlighted and reported on a minimum monthly basis; provide forecast updates, variance explanations and bottom-up operating budget calculations as required.
• Facilitate GREWE’s financial position by way of commercial negotiations with third-party suppliers.
• Maintain financial records for all contracts in line with American Express standards.
• Liaise with GREWE Finance Operations, regarding financial information relating to budgets, business unit costs, and financial systems compliance.
• Work with Global Supplier Management to ensure a compliant approach to any procurement or contracting actions required.
• Provide invoice approval and payment product validation (and/or other payment methods) in accordance with American Express standards.

Qualifications

Minimum Qualifications:

• At least 10 years managerial experience (running venues/buildings).
• Experience supporting the delivery of a multi-year, enterprise-aligned roadmap within regional or country-level operations.
• Strong organizational and execution skills across multiple sites and teams.
• Proactive, analytical, and dependable team player with the ability to work independently and take initiative.
• Demonstrated ability to lead day-to-day operations with limited supervision while escalating key risks and opportunities appropriately.
• Experience supervising or coordinating outsourced third-party teams in a matrixed environment.

Hospitality and Workplace Experience Expertise

• Deep understanding of commercial hospitality operations with management experience in hotel, food and beverage outlet or events businesses.
• Experience in food and beverage operations, workplace amenities, and/or employee experience programs in a corporate or professional services environment desired.
• Proven ability to manage local hospitality service delivery with focus on consistency, service quality, and customer satisfaction.

Operational Excellence & Compliance

• Superior knowledge of regulatory, health & safety, and food safety standards in hospitality settings.
• Familiarity with ESG, sustainability, and compliance frameworks relevant to hospitality operations.
• Wizard in Excel, Word, and PowerPoint for reporting and communication.

Stakeholder Collaboration

• Strong relationship-building skills with peers, internal stakeholders, and vendors.
• Ability to communicate clearly and influence at an operational level to align on priorities and outcomes.

Hospitality & Customer-Centric Mindset

• Dedicated to customer experiences in any setting.
• Possess a hospitality mindset with an innate ability to listen with empathy.
• Deep understanding of the leadership behaviours and competencies required to deliver hospitality.
• Passionate about creating human connections to meet and exceed customer expectations.

Financial & Commercial Acumen

• Proven experience in managing budgets and tracking spend against targets.
• Ability to analyse cost, identify efficiencies, and support value-for-money initiatives.
• Familiarity with financial reporting processes and use of data to support business decisions.

Preferred Qualifications

• Undergraduate degree in a hospitality field (hotel general management, food and beverage management, event management).
• Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.