Lead Concierge

Job Title: Workplace Experience Lead

Reports To: The Workplace Experience Lead will report to the Client Services Manager, or equivalent leadership.

Job Overview:
The Workplace Experience Lead will help to elevate the office experience by providing personalized, client-centric services and administrative support. The individual will work proactively with the Experience and Events Teams for general office support, hospitality and event services. They will ensure all requests are completed to client specifications and that they follow up for feedback. This service professional will set the tone for service standards leading passionate, client centric hospitality. They will be responsible for delivering elevated experiences in the office for our client and their guests.

The Workplace Experience Lead is responsible for supporting a team of Floor Hosts in both front and back of house services, ensuring timely and accurate execution.

This position will provide visible support on all office floors, which includes real time support for meetings, oversight of supply management, guest registration and light administrative duties utilizing Microsoft Office. Additional responsibilities include performing regular floor inspections to ensure workspace is in optimal appearance and condition.

Overall, this position continuously offers the highest level of service to all client employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities:

- Provides 5-star customer service to all employees (in all forms of communication).
- Welcomes guests, receives and catalog guest information, and orients new clients.
- Foster positive relationships with clients, understanding their unique needs and preferences.
- Proactively engage with clients, offering assistance and ensuring their comfort and satisfaction throughout the day.
- Act as the central point of contact for clients, managing their requests and coordinating various services efficiently.
- Provides real-time support for meetings, connect with meeting organizers and guests as meetings begin.  Before meetings, verify room requirements to ensure the client’s expectations are met (i.e. lighting, supplies, AV, temperature, catering etc.)
- Oversee the quality of the concierge experience while demonstrating a spontaneous desire to assist others and provide excellent service
- Establishes and maintains accountability with direct reports.
- Coaches and develops their team to achieve greater success.
- Collaborate with other members of the team who are also responsible for the workspace experience, including cross training other staff on how to effectively handle the day to day operations
- Oversight of floor walks conducted by team to ensure common areas area clean, organized, and well-stocked.
- Supply & Expense Management
- Submit work order tickets for facilities issues
- Keep building secure by receiving guests and contacting associated client host, coordinating with Building Security, and managing access levels for clients.
- Troubleshoot issues related to access cards
- Field questions about bike storage, mail room, loading dock, and other common inquiries
- Secure all packages, deliveries, and other appropriate items at the designated area.
- Respond to all requests in a courteous, professional manner at all times
- Maintain control of all keys, including the logging of keys in and out.
- Maintain a clean and pleasant environment.
- Proactively seeks out additional work during downtime.
- Builds professional relationships with customers and other teams.
- Maintains professionalism and composure when interacting with all employees.
- Determines what additional support is needed when handling sensitive inquiries.
- Be familiar with emergency procedures and be prepared to guide clients and guests in the event of an emergency.

Competencies:

- Results oriented with strong verbal and written communication skills.
- Passionately service minded
- Personable, organized, excellent time management
- PC skills MS Office Suite experience.
- Ability to handle multiple tasks simultaneously.
- Working knowledge of MFD equipment.
- Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions.
- Possesses ability to work independently and capable of completing projects.
- Ability to determine correct method and packing material as well as validate packing slips for accuracy of incoming and outgoing materials.

Qualifications and Education Requirements:

- High School Diploma (or equivalent) required.
- 3+ years prior work experience leading a team, preferably in hotel, restaurant, hospitality or experience services environment
- Ability to work assigned work hours determined by manager.
- Excellent organizational and time management skills.
- Analytical abilities and aptitude in problem-solving.
- Superb written and verbal communication skills.
- Cur