Account Manager - Hospitality Temporary Staffing Accounts

Position Summary

Next Generation Recruitment & Staffing Agency is seeking an experienced, relationship-driven Account Manager – Hospitality Temporary Staffing Accounts to oversee day-to-day service delivery across a portfolio of hospitality staffing clients.

This role serves as the primary operational connection between Next Generation, the client, field leadership, recruiters, and temporary associates assigned to client locations.

The Account Manager is responsible for making sure client staffing needs are understood, open shifts are communicated, workforce performance is monitored, service issues are resolved quickly, and both client and employee concerns are escalated appropriately.

Success in this role is not measured simply by maintaining client contact. It is measured by the quality, reliability, responsiveness, retention, and overall performance of the staffing relationship.

Core Responsibilities

Client Account Management

• Serve as the primary day-to-day point of contact for assigned hospitality staffing accounts.
• Build strong working relationships with client HR, operations, department leaders, and site management.
• Understand each client’s staffing model, scheduling process, workforce expectations, service standards, and operating environment.
• Conduct regular client check-ins to review staffing needs, service performance, workforce concerns, and upcoming demand.
• Maintain visibility to open positions, upcoming events, seasonal increases, and anticipated staffing changes.
• Identify client concerns early and coordinate timely resolution.
• Escalate material operational, employee-relations, safety, workers’ compensation, billing, contract, or service issues to the appropriate leader.

Staffing & Service Delivery

• Partner with Talent Acquisition to communicate current and forecasted staffing demand.
• Monitor open requisitions, fill rates, call-outs, no-shows, attendance concerns, and replacement needs.
• Help ensure new associates understand assignment expectations before reporting to a client location.
• Coordinate with Field Account Managers, Supervisors, and client-site leadership to maintain adequate workforce coverage.
• Support urgent staffing needs while balancing service quality and appropriate candidate fit.
• Track recurring staffing challenges and help develop longer-term solutions rather than repeatedly reacting to the same issues.

Associate Performance & Retention

• Maintain awareness of associate performance and client feedback.
• Follow up on attendance, reliability, conduct, quality, and assignment-fit concerns.
• Partner with leadership on coaching, corrective action, reassignment, replacement, or separation recommendations as appropriate.
• Help identify strong associates for redeployment and recurring client opportunities.
• Support employee retention by helping resolve assignment concerns before they become turnover issues.
• Ensure employee concerns are escalated promptly when they involve safety, harassment, discrimination, wage/pay issues, or other significant employment matters.

Operational Compliance

• Ensure client requests and field practices align with approved job descriptions, assignment expectations, and agreed staffing terms.
• Identify situations where associates are being asked to perform duties materially different from the original assignment.
• Escalate job-scope changes, safety concerns, injuries, incidents, or classification questions promptly.
• Support compliance with required workforce, safety, workers’ compensation, and client-specific training.
• Confirm Field Account Managers and Supervisors are maintaining required operational follow-up within their assigned locations.

Client Service Recovery

• Take ownership of operational service issues and coordinate resolution quickly.
• Communicate transparently with clients when staffing or performance issues arise.
• Develop recovery plans for missed shifts, attendance problems, performance gaps, or recurring service concerns.
• Document significant client issues, actions taken, and follow-up commitments.
• Escalate patterns that could impact client retention, profitability, compliance, or reputation.

Account Growth & Business Intelligence

• Maintain awareness of opportunities to expand existing client relationships.
• Identify additional departments, properties, roles, locations, or seasonal needs that may benefit from Next Generation staffing services.
• Share qualified growth opportunities with Growth / Client Strategy leadership.
• Provide field intelligence regarding competitor activity, wage pressures, client satisfaction, and market demand.
• Support account-renewal and expansion discussions by providing operational insight and service-performance data.

Multi-Market Coverage

This role will support hospitality temporary staffing accounts across several existing and developing Next Generation markets, including:

Washington, DC / DMV
Baltimore / Maryland
Memphis
Atlanta
Minnesota

The Account Manager will not necessarily be physically present in every market every day. The role requires disciplined remote account management combined with targeted in-person site visits based on client needs, workforce volume, service issues, new-account launches, and business priorities.

Key Performance Measures

Performance may be measured through:

• client retention
• client satisfaction
• fill rate
• associate attendance and show rate
• time to replace
• assignment completion
• employee retention
• service-issue resolution time
• recurring account issues
• client communication cadence
• staffing forecast accuracy
• account growth opportunities
• compliance completion
• quality of field reporting and escalation

Qualifications

• Experience in staffing, hospitality operations, account management, workforce management, hotel operations, or a related client-service environment.
• Strong understanding of temporary staffing operations preferred.
• Hospitality industry experience strongly preferred.
• Demonstrated ability to manage multiple client relationships and priorities simultaneously.
• Strong communication, follow-up, problem-solving, and relationship-management skills.
• Comfortable managing both client expectations and employee-performance concerns.
• Ability to identify operational risk and escalate appropriately.
• Strong organizational skills and attention to detail.
• Ability to work independently across geographically dispersed client locations.
• Proficiency with HRIS, ATS, scheduling, timekeeping, CRM, or staffing systems preferred.
• Ability to travel locally and regionally as required.

Leadership Expectations

The Account Manager is expected to operate with urgency, professionalism, accountability, and sound judgment.

This role should not wait for small issues to become major client problems.

The strongest Account Managers understand that every staffing account sits at the intersection of:

Client Service + Workforce Performance + Compliance + Risk + Retention + Growth

Next Generation Recruitment & Staffing Agency, LLC is a growing workforce solutions firm connecting reliable talent with organizations across hospitality, events, professional services, and other high-volume industries. We combine responsive recruiting, strong client relationships, and disciplined workforce operations to help our clients meet changing staffing needs while creating meaningful employment opportunities for the people we serve.