Senior Mall Concierge Lead - Guest Experience Champion

Aventura Mall Venture; Florida; On-site; USD 38,000 - 52,000; Full time

Job summary

The Lead Concierge at Aventura Mall Venture will serve as the primary leader at the mall Concierge Desk, overseeing daily operations and guiding the concierge team to deliver services seamlessly and to Turnberry standards. This role requires supervising staff, coordinating workflows, and maintaining high guest satisfaction across all touchpoints.

Responsibilities include coaching, filling in for the Concierge Manager during absences, maintaining procedures, handling guest requests, and

Qualifications

• Minimum 1 year of customer service experience in a high-end retail store, hotel or equivalent.
• Must be proficient in English (verbal and written)
• Bilingual candidates preferred

Responsibilities

• Supervise Concierge staff, coaching and providing guidance.
• Fill in for days off for Concierge Manager when needed.
• Follow standards and procedures to ensure adequate service according to labor standards and occupancy.
• Maintain service standards and guest satisfaction at the Concierge Desk.
• Assist guests with requests, including phone, emails, and gift card sales.
• Coordinate communications between shifts, management, and departments.
• Oversee inventory of supplies and assist with holiday programs and gift wrapping.

Skills

Customer service

English proficiency

Bilingual

Job description

The Lead Concierge at Aventura Mall Venture will serve as the primary leader at the mall Concierge Desk, overseeing daily operations and guiding the concierge team to deliver services seamlessly and to Turnberry standards. This role requires supervising staff, coordinating workflows, and maintaining high guest satisfaction across all touchpoints.

Responsibilities include coaching, filling in for the Concierge Manager during absences, maintaining procedures, handling guest requests, and