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
1. 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).
2. Demonstrates leadership and customer service, reflecting a warm, friendly, professional greeting to all. Develops training and development sessions on topics such as customer service, handling difficult situations, attention to detail, etc.
3. Conducts business in a professional, friendly, proficient manner. Confirms details for special events such as charity events, pop-up stores, and special services with building owners and representatives.
4. Maintains records and logs of service requests and completion status.
5. Evaluates concierge responses to ensure compliance with company policies and procedures.
6. Ensures customers receive service excellence and are satisfied with the concierge team's ability to meet their requests.
7. Develops a file of services including transportation resources, accommodations, referrals, and local businesses and organizations.
8. Serves as the point of contact for the facilities team as a representative of the Concierge team.
9. Follows security and emergency procedures as defined for the property. Responds calmly and efficiently to emergency situations, summons appropriate assistance, and makes notifications according to operating procedures.
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