Job Description

Job Overview

Hospitality Confidential is seeking a highly strategic, operationally-minded Manager to serve as the right hand to the CEO. This is a full-time leadership role responsible for translating vision into execution, managing day-to-day agency operations, and building infrastructure across all departments — from HR and Finance to Recruiting and Client Operations.

The ideal candidate is a systems thinker, a natural coach, and a proactive leader who thrives in high-growth environments. This person will work cross-functionally to drive accountability, improve internal processes, and maintain operational clarity so the CEO can focus on growth and external strategy. This role requires someone equally comfortable in the weeds and at the whiteboard.

This is not a purely internal role — the Manager is expected to generate revenue as a working leader of the recruiting and/or sales team. The successful candidate will own a book of business and contribute to agency growth through either recruiting or client development or both.

Candidates should have the ability and willingness to maintain a billing workload alongside their operational responsibilities, contributing meaningfully to overall agency revenue.

Operational Responsibilities

Operations & Leadership

• Lead office management and daily operations with an eye for detail and thoughtful perspective
• Prepare agendas for and run team meetings and ensure follow-up execution in a timely and organized fashion
• Equitably supervise staff across departments, setting examples and fostering leadership at all levels
• Create, document, and train on agency workflows and SOPs (with CEO approval)
• Track and assign KPI’s to all junior team members
• Drive and oversee performance reporting across teams
• Distribute work effectively and resolve internal bottlenecks
• Support internal email management, prioritization, and follow-ups
• Spearhead and oversee client relations with all recruiters ensuring proper client management, care, and alignment proactively
• Train staff and have oversight of any training team members
• Create SOP’s to improve all internal processes

Client Services

• Maintain high-touch client relations, holding onto key relationships; troubleshoot issues as needed
• Design and train client experience processes that align with agency values
• Spearhead ongoing efforts to continually improve customer service and feedback loops
• Support strategic oversight of CRM and client retention systems

People & Culture (HR)

• Manage onboarding and offboarding and hiring/termination processes
• Track and keep detailed employee files in an organized and diligent fashion in real time
• Oversee staff education and mandatory training compliance
• Coordinate benefits administration and assist with payroll calculations
• Administer performance reviews, discipline, and staff 1:1s
• Help maintain and evolve company culture
• Liaise with external HR or DEI consultants
• Manage and participate in all internal talent acquisition processes
• Support CEO with strategic workforce planning

Finance

• Maintain accurate team commission trackers
• Support budget tracking and financial reporting oversight

Recruiting and Sales Oversight

• Balance management responsibilities with running a small successful recruitment and sales desk
• Support all account management efforts
• Supervise and ensure quality in all recruitment processes and strategies
• Supervise and ensure quality in all sales and business development processes and strategies
• Provide mentorship to junior leaders in any department
• Contribute to recruiting, business development and client growth strategy
• Participate in or lead sales calls, pitch presentations, and onboarding of new clients
• Monitor sales funnel activity and ensure follow-through on client opportunities
• Partner with CEO on sales forecasting, pipeline health, and retention strategy

Legal & Compliance

• Oversee compliance documentation and company policy updates
• Partner with CEO on risk management strategy and mitigation

Marketing

• Review marketing campaigns for brand alignment and compliance

Recruiting/Sales

• Recruiting: Owning and executing searches from intake to placement, including client communications, sourcing, interviews, candidate management, client syncs, references, offer negotiations and closing.

AND/OR

• Sales/Client Development: Leading new business development, account expansion, client retention strategies, and upselling current services.

Ideal Candidate Profile

• Prior experience in agency or professional services setting
• Background in operations, HR, recruiting, or business management
• Proven success managing multi-department teams and workflows
• Highly organized with a proactive mindset and strong follow-through
• Excellent communicator with an ability to balance authority and empathy
• Deep alignment with HC’s values around equity, integrity, and hospitality

Physical Requirements

• Ability to remain in a seated position for extended periods, for over 75% of the workday.
• Occasionally required to move throughout the office environment to access files, office equipment, or other work-related materials.
• Frequently operates a computer and other standard office equipment, such as a keyboard, mouse, and cell phone.
• Must assess the accuracy, neatness and thoroughness of the work assigned.
• Must perform repeated motions that may include the wrists, hands and/or fingers.
• Must occasionally move about to accomplish tasks or move from one worksite to another.
• Must be able to verbally and non-verbally communicate clearly and effectively to exchange information with colleagues, clients, and others in the English language, including the ability to perceive and convey information accurately.
• Must occasionally commute to offsite industry events potentially once a week, and clearly and effectively exchange information verbally and non-verbally with others in the English language.

Requirements

• Must be based in Los Angeles and willing to commute to the office in Woodland Hills with a hybrid schedule as required
• 2+ years in a recruitment leadership, manager, director, or Chief of Staff role
• Ability to accommodate the needs of the business in an exempt salaried executive position
• Demonstrated experience building systems, procedures, operations and successfully managing teams through scaling and growth
• Track record of revenue generation (recruiting, client management, or sales) in a recruitment agency or successfully building teams in an internal talent acquisition function or role
• Proficiency in project management, Google Workspace, CRM/ATS tools
• Working knowledge of CA labor lows, HR best practices, labor compliance, and performance management with an interest in continuing to learn
• High emotional intelligence and innate, expert conflict resolution skills

Compensation + Perks

• Competitive Base Salary + Commissions/Bonus (Total 1st year OTE approximately $120,000-160,000)
• Insurance Benefits
• 4+ Weeks PTO (10 days Paid Vacation + 5 Sick Days + 6 Paid Holidays)
• Monthly Phone + Computer Stipend
• Sponsored, Unlimited Office Parking
• Flexible hybrid work schedule
• Sponsored industry events and outings

HOSPITALITY CONFIDENTIAL is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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