Lead Concierge Associate (42397)

Job Details

Description

Job Title : Lead Concierge Associate

Reports To : The Lead Concierge Associate will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership.

Job Overview :

The Lead Concierge Associate provides exceptional service and oversight by greeting and assisting all visitors and answering inbound calls.

Continuously offers the highest level of service to all corporate employees and their visitors. Maintains a professional image of the company by providing prompt, courteous and efficient service.

As an effort to be a cross-trained team player, the receptionist may be called upon to assist in other SPS service areas such as, but not limited to mail / shipping operations, hospitality and general office / facilities work based on operational needs to provide a top tier customer experience.

This position leads (with direction on supervisor) the client services onsite.

Overall, this position continuously offers the highest level of service to all client and SPS 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 receive and catalog guest information, and orient new clients.
• Represent SPS and our clients positively in all interactions (in person, on the phone, and over email).
• Oversees the quality of the lobby concierge experience while demonstrating a spontaneous desire to assist others and provide excellent service.
• Exhibits a courteous and gracious personality even in stressful situations.
• Keeps building secure by receiving guests and contacting associated client host, coordinating with Building Security, and managing access levels for clients.
• Troubleshoots issues related to access cards, turnstile, and traffic flow.
• Fields questions about bike storage, mail room, loading dock, and other common inquiries.
• Directs requests to building maintenance, SPS staff and clients.
• Collaborates with other members of the team who are also responsible for the front desk experience, including cross training other staff on how to effectively handle the day-to-day operations.
• Greets and opens the doors (when applicable) for residents, tenants and guests.
• Responds to all requests in a courteous, professional manner at all times.
• Answers the front desk phone.
• Arranges for car / limo services when requested.
• Assists with restaurant menus, reviews, recommendation and reservations.
• Provides directions for parks, restaurants, airports, etc.
• Maintains control of all keys, including the logging of keys in and out.
• Announces all visitors to the clients and tenants. Keep all visitors at the front desk until. permission is received from the unit resident / tenant.

Exhibit a positive and professional attitude. Be kind and helpful to everyone.

• Escorts / assists tenants to and from cars, lobby areas, etc.
• Proactively assists with packages and groceries.
• Provides additional level of security for the complex.
• Assists with dry cleaning.
• Takes resident requests for maintenance services and complete the required documentation.
• Prevents unauthorized written and verbal solicitations throughout the building.
• Takes control of the lobby and monitor cameras and entranceway.
• Maintains a clean and pleasant environment.
• Secures all packages, deliveries, and other appropriate items at the designated area.
• Monitors use and return of carts. Keep appropriate records in the logbook.
• Logs in all contractors. Notify superintendent of any contractors or repairmen in the building
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees.
• Trains back-up and providing guidance on policies and procedures.
• Determines what additional support is needed when handling sensitive inquiries.
• Provides exceptional customer service to client.
• Provides reception or concierge (front of office) or mail / office services (back of office) coverage as needed.
• Assigns tasks to team members.
• Determines the completion timeline and monitor progress to keep the project on track and on schedule.
• Communicates clear instructions to team members.
• Creates and distribute reports to update the company on the team’s progress.
• Works in conjunction of supervisor to determine day-to-day operational needs at site.

Competencies :

• Strong verbal and written communication skills.
• Excellent customer service skills.
• PC skills MS Office Suite experience.
• Ability to handle multiple tasks simultaneously.
• Good organizational skills.
• 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.
• 2-3+ years prior work experience. Strong preference in previous administrative / reception / concierge professional experience.
• 1+ year of lead experience preferred, or the equivalent of professional experiences.
• 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 English communication skills.
• A strong task driven personality driven by customer satisfaction.
• Ability to multi-task and prioritize tasks, assignments, and customer needs.
• Current knowledge or ability to learn computer-based systems required for functions of position such as : Multi-phone line systems, PC / Mac systems, MS Office experience, Multifunctional devices ( Copiers / Scanners), Fax / mail machines and / or other devices used in SPS service areas.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

Physical Demands :

• Fine and / or gross motor skills, including the ability to grasp, lift and / or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and / or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Ability to lift or move 40 lbs. or greater frequently.

Travel : None or Negligible

Other Duties :

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.