Senior Workplace Experience Concierge

Job Description

JOB SUMMARY

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
  • Housekeeping
  • AV support
• 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.

QUALIFICATIONS
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: T his job requires a high level of face-to-face employee interaction

CERTIFICATES and/or LICENSES
None
COMMUNICATION SKILLS
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.
FINANCIAL KNOWLEDGE
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
REASONING ABILITY
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.
SAFETY
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