Job Summary
The Concierge acts as the heart of the workplace, providing personalized service to team members and visitors alike. The individual in this role creates a positive, service-oriented environment, acting as the first point of engagement with visitors and team members. The Concierge provides day-to-day oversight and direction for the Client, guiding task priorities to align with Host strategy and customer priorities.
Essential Roles and Responsibilities
- Provides personal services to employees and guests such as transportation & travel arrangements, office wayfinding, lobby appearance management, visitor volume tracking & reporting, reception services, visitor refreshments, storytelling & campus tours, meal & activity reservations, guest administrative support (preparation of meeting materials, shipping, laundry & dry cleaning services, gift & package orders, and other services as needed).
- Demonstrates leadership and customer service, reflecting a warm, friendly, professional greeting to all. Develops training and development sessions for topics such as customer service, handling difficult situations, attention to detail, etc.
- Conducts business in a professional, friendly, proficient manner. Confirms with building owners and representatives about details for special events such as charity events, pop-up stores, special services, etc.
- Maintains records and logs of consolidated service requests and their completion status.
- Evaluates the concierge responses to ensure compliance with all company policies and procedures.
- Ensures the customer receives service excellence and is satisfied with the concierge team's ability to meet their requests.
- Develops a file of services including transportation resources, accommodations, referrals, local businesses, and organizations.
- Serves as the point-of-contact for the facilities team as a representative of the Concierge team.
- Follows security and emergency procedures as defined for the property. Responds to emergency situations calmly and efficiently, summons appropriate assistance, and makes necessary notifications in accordance with operating procedures.