Customer Service and Call Center, Finance/Economics, Financial Services, Hospitality/Tourism, Information Technology, Installation, Maintenance, and Repair, Law Enforcement, and Security, Warehousing, Logistics, Research & Development
Senior Workplace Experience Concierge
This position is responsible for providing a variety of personal service needs for employees and visitors relating to meetings, events, and other services related to the colleague experience. Using advanced skills and knowledge gained through training and experience, this position provides strategy and direction for daily work routines of the Workplace Concierge and Conference Services team(s).
Responsible for fostering a positive, attentive and service-oriented environment. The supervisor may as needed, work in the capacity of a concierge, meeting and event planner in a set schedule, while being a support to the team on an on-call status. Supervise and manage the concierge and conference services functions and support both teams in delivering services to the customer base.
ESSENTIAL DUTIES & RESPONSIBILITIES
Meet and greet all external guests and internal staff as necessary within the building(s)
Ensure all external guests are pre-registered with security
Engage security teams for all VIP events, large attended events, events containing alcohol, after hours events
Guide all guests with proper directions to the restrooms, meeting spaces, and or other areas within the building
Answer high volume of phone calls
Monitor conference services inbox during normal hours of operation
Be proactive when engaging with the client on their meeting needs. Anticipate questions and provide a level of service to guide them with the logistics
Obtain all information such as meeting start time, end time, AV services, room setup requirements, meeting attendees, special requirements
Advise client on any additional cost such as over-time costs, additional housekeeping or vendor costs for their event
Liaise with business to ensure they have the catering contacts to request catering needs and to ensure a seamless transition
Issue ticket request on behalf of the client for all facilities related needs for all meetings
Room set ups
HVAC (after hours) / Engineering
Facilities – additional clean ups
Conduct frequent room checks and ensure no catering is left behind, chairs misaligned, equipment missing, etc.
Engage Audio Visual team on any key meetings for support
Call to action all urgent requests – room set ups, cleaning, AV services, etc. Act as the conduit for a seamless meeting or event experience
Follow up with the business on outstanding inquiries or questions
Send email confirmations on pending bookings
Confirm all meeting reservation request through the booking system
Review all upcoming bookings to ensure the necessary information is listed
Educate the business on booking protocols and policies
Support block bookings and VIP reservations
Support common area events on floors in table requests, AV and catering
Submit weekly Workplace Services report
Serves as point-of-contact for the facilities team as representative of the Workplace Concierge team.
Other duties as assigned relating to Workplace Experience
Demonstrates leadership and customer service and reflects 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.
Manages scheduling and assignments of the concierge team members for special events or assignments.
Evaluates the team responses to assure compliance with all company policies and procedures.
Coaches team toward professionalism in responding to routine requests.
Ensures the customer is receiving service excellence and is satisfied with the team's ability to satisfy the customer's request.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
HS Diploma or GED required.
Bachelor's degree or professional hospitality accreditations preferred.
Prior Customer Service experience required.
3+ years of customer service experience; hospitality, event, and/or audio visual experience preferred.
Detail oriented, confident, self-starter with strong communication and organizational skills.
Strong problem solving qualities enabling quick responses to employees.
Conflict management skills with ability to work under pressure, while acting in a calm and authoritative manner.
Competency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) required. Experience with reservation system administration (EMS/Reserve) preferred.
Experience working in a fast based-paced environment
Note: This job requires a high level of face-to-face employee interaction
CERTIFICATES and/or LICENSES
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.
Comfortable meeting and engaging with new people.
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.
OTHER SKILLS and ABILITIES
Good organizational skills. Ability to work flexible work schedules based on office needs. Physical ability to assist. Able to lift 30 lbs. Strong problem-solving skills. Highly adaptable and flexible. Strong knowledge of the surrounding area and all recreational, hospitality and business related information. Ability to work independently with little supervision.
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
1. Complete at a satisfactory level all required and assigned HSE training 2. Follow all activity policies and procedures, including all HSE related requirements at all times 3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc. 4. Report any condition which you feel could result in an accident or injury and / or stop work if required
In addition: 1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment 2. Maintain and wear at all times required appropriate personal protective equipment (PPE) 3. Apply appropriate material handling techniques at all times, 4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so