Director of Concierge Services

3 weeks ago

Washington, United States PARTNERS Staffing Full time

Director of Concierge Services – Full Time/Washington, DC Metro area

Job Summary:

The Director of Concierge Services will oversee the overall management responsibility for operations for the Concierge associates, directly managing product quality and compliance with the facility's standards. This role requires a demonstrated history of successful customer service management leadership experience as demonstrated by quantifiable results and accomplishments. Exceptional communication skills, and a strong understanding of contract management are essential for success in this position.

Responsibilities:

  • Develop the pre-opening concierge operations of commercial and residential properties, ensuring seamless transitions and exceptional customer experiences.
  • Establish and maintain Standard Operating Procedures (SOPs) and routine maintenance schedules to ensure efficient operations and high-quality services.
  • Lead departmental hiring and onboarding, talent development, coaching, and training needs coordination to ensure a high-performing team.
  • Account for personnel issues, salary merits, and recognition efforts within company policy and guidelines, promoting a positive and inclusive work environment.
  • Design and implement continuous professional development for all team members and new hires, fostering a culture of growth and excellence.
  • Deliver training and staff development activities that promote engagement and increase overall performance, driving business results and customer satisfaction.
  • Direct long-range planning and establish broad program goals and objectives, aligning with company strategies and priorities.

Qualifications:

To excel in this role, you should have the following skills:

  • Professional experience in concierge management, with a proven track record of success in customer service leadership.
  • Strong leadership skills, with the ability to motivate and inspire a high-performing team.
  • Excellent communication and interpersonal skills, with the ability to work closely with all associates, departments, and guests.
  • Experience in forecasting & scheduling, daily reviews and analysis of operating results, and proficiency in the use of computer programs, including Microsoft Office Suite.
  • Excellence in verbal and written communication skills, with the ability to effectively communicate with diverse stakeholders.
  • Proven record in mentoring and leading a successful team, with a focus on employee satisfaction and development.
  • Excellent time management skills, with the ability to prioritize tasks effectively and manage multiple projects simultaneously.
  • Strong hospitality skills, with a focus on delivering exceptional customer service and creating memorable experiences.
  • Drive employee satisfaction by role modelling core company values, promoting a positive and inclusive work environment.

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