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Chief Concierge Officer

2 months ago

New York, New York, United States PBS Facility Services Full time
Job Overview

Position Summary:

PBS Facility Services is actively seeking a Chief Concierge Officer. This essential position involves leading and mentoring a team of doorman supervisors, ensuring the provision of exceptional services to our clientele. We are in search of a candidate with outstanding leadership capabilities, strategic decision-making skills, and a dedication to innovative problem-solving. The Chief Concierge Officer will be instrumental in training and retraining staff as needed, nurturing a unified team environment, and ensuring the achievement of daily and weekly performance goals, with a strong focus on client relations.

Key Responsibilities:

Leadership & Team Development:

  • Direct the team of doorman supervisors, promoting a culture of excellence and collaboration.
  • Establish departmental objectives and expectations for all teams, ensuring consistent, high-quality service delivery.
  • Guarantee that all teams are well-trained, informed, and prepared to manage various responsibilities and requests.

Operational Excellence:

  • Enhance front-of-house operations to ensure seamless guest and resident transitions, prompt responses, and effective task completion.
  • Develop and execute strategies to improve concierge and doorman services, optimizing resource utilization and service workflows.

Staffing & Scheduling:

  • Oversee the scheduling and staffing of doormen, concierge professionals, and doorman supervisors, ensuring adequate staffing levels across all shifts.
  • Create and track performance metrics for all teams to ensure ongoing improvement and client satisfaction.

Client Engagement & Collaboration:

  • Establish and maintain strong relationships with facility managers and clients, understanding their specific needs and preferences, and customizing services accordingly.
  • Encourage close cooperation with maintenance and other relevant departments to ensure integrated service delivery.

Training & Professional Development:

  • Implement regular training programs for all teams, ensuring they are updated with the latest company protocols, industry standards, and service etiquette.
  • Design and deliver a comprehensive training curriculum to ensure that the entire team is knowledgeable, professional, and capable of handling a diverse range of requests.

Financial Oversight & Reporting:

  • Manage the budget for the concierge and doorman services department, ensuring cost-effective and efficient operations.
  • Prepare and present regular performance and incident reports to senior management, highlighting improvements and areas of excellence.

Issue Resolution & Feedback Management:

  • Address and resolve any complaints or feedback from property management, residents, visitors, and guests in a timely and professional manner.
  • Establish systems for collecting feedback from building occupants and utilize this information to enhance and refine the overall front desk services.

Qualifications:

  • Bachelor's degree in hospitality management or a related field is preferred.
  • Demonstrated experience in both doorman and concierge management roles, with a proven track record of leadership and service excellence.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving skills and the ability to manage challenging situations with professionalism.
  • A commitment to continuous improvement and exceeding client expectations.

Become a pivotal part of delivering outstanding front-of-house services that elevate our clients' facilities and enhance the overall experience for residents, visitors, and employees.