Concierge Associate

Concierge Associate

The Concierge Associate delivers exceptional customer service for our clients. Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.

Job duties

• Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships
• Communicate with direct reports, manager and client on job or deadline issues
• Immediately escalate operational problems or issues to Supervisor or Manager
• Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
• Produce required reports on schedule
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
• Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations
• Ensure a seamless and personal guest journey
• Escort guests to their booked meeting room within the building, informing the host of the guest's arrival
• Understand customer's needs and provide them with 5 Star professional service.
• Attend to guests wishes and requirements.
• Answer the phone and make reservations, take and distribute messages or mail and redirect calls
• Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
• Arrange events, excursions, transportation etc. upon request from guests
• Handle external and internal calls in a professional manner
• Assist hospitality with setting up rooms with beverages and food
• Manage any external catering requirements from third party vendors
• Book meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are noted
• Continually monitor reception inbox ensuring e-mails are responded to in a timely manner
• Book transport for employees and clients
• Manage Visiting Attorney office and room bookings and visitor pass management
• Liaise with other departments to ensure efficient communication and guest service, and creating a 'one team' approach to delighting your guests
• Occasional requirement to support client functions that run into the evening
• Adhere to Williams Lea policies in addition to client site policies.

Qualifications

• High school diploma or equivalent
• Minimum 3 years' Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred
• 1 year or more experience working on a reception desk for a blue-chip company within a busy office environment
• Intermediate Microsoft Office Word and Excel skills
• Basic Microsoft PowerPoint skills
• Prior experience working with vendors preferred
• Outstanding guest services skills
• Excellent and sophisticated communication skills, both verbal & written
• Good time management skills
• Good knowledge and understanding of a Cisco telephone system
• Must possess professional presentation/appearance
• Great interpersonal skills and an outgoing personality
• Excellent command of the English language, both in verbal and written communication
• Operational experience working at prestigious events preferred
• Attention to detail with good organizational skills
• Must possess passion to achieve excellent guest service consistently
• Demonstrates the ability to lead others effectively
• Ability to work under pressure, plan ahead and anticipate problems
• Ability to meet all required deadlines
• A welcoming positive manner and an understanding of what good customer service looks like
• Acts with integrity at all times and embraces the company philosophy.
• Ability to understand the needs of the client and provide customer service and superior client service.
• Ability to create and maintain strong relationships and channels of communication with key interfaces and the business
• Knowledge of Condeco and working knowledge of A/V equipment an advantage
• Ability to multitask, prioritize workload and provide administrative support.
• Ability to handle sensitive and/or confidential documents and information.
• Able to make independent decisions that conform to business needs and policy.
• Good problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory or managerial level.
• Must work well in a team environment
• Must be able to interact effectively with multi-functional and diverse backgrounds.
• Ability to work in a fast-paced environment.
• Must be self-motivated with positive can-do attitude.