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Senior Workplace Experience Concierge

Job-ID

109796

Veröffentlicht

22-Mai-2023

Organisation

Advisory Segment

Arbeitszeit

Vollzeit

Bereich

Verwaltung, Kundendienst

Standort(e)

Chevy Chase - Maryland - United States of America

Hi, we’re Host!

We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen. 

As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day.

With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it’s ever been.

JOB SUMMARY 

The Senior Experience Reception/Concierge acts as the heart of the workplace providing personalized services to team members and visitors alike, and administrative support to foster a sense of community.

Host uses people-led, technology-enabled services to connect employees to their environment via their mobile devices, as well as through high-touch services and world-class customer service support.

The individual in this role acts as the first point of engagement with team members and visitors alike, creating a warm, supportive, and service-oriented atmosphere that enhances the Experience. 

They are responsible for providing employee/tenant-facing workplace services and front-of-house reception including but not limited to: greeting visitors in a warm and welcoming manner, answering and directing calls, assisting with transportation, advising on local attractions and other service-based or administrative tasks as assigned. 

Additionally, the Senior Experience Reception/ Concierge provides day-to-day oversight and direction for the Experience Reception Concierge team, guiding task priorities to align with Host strategy and client priorities.

DUTIES & RESPONSIBILITIES

Demonstrates leadership and customer service and reflects a warm friendly, professional greeting to all. Welcomes tenants/employees and announces clients, applicants, and visitors. 

Conducts business in a professional, friendly, proficient manner to ensure the customer is receiving service excellence and is satisfied with the concierge team's ability to satisfy the customer's request. Coaches team toward professionalism in responding to routine requests. Evaluates the concierge responses to assure compliance with company policies and procedures.

Conducts a variety of front-of-house activities including: Guest registration through badging software. Guest accommodation with luggage/coats, etc. Provides visitors with information to navigate the building including pointing out nearest amenities and fire exits. Issues visitor passes and validates parking. Answers telephone in friendly, professional manner. Maintains accurate records of service requests and status as well as completion status. Arranges building escorts as needed. Receives and directs incoming calls to appropriate personnel/tenants and voicemail.

Provides personal services to tenants/employees and guests including but not limited to: arranges and confirms recreational, dining, and/or business activities, arrangement of transportation & travel arrangements, office wayfinding, lobby appearance management, visitor volume tracking & reporting, reception services, visitor refreshments, storytelling & campus tours, meal & activity reservations, guest & administrative support, shipping, coordinate car detailing & on-site car refueling, laundry & dry cleaning services, gift & package orders and other services as needed.

Maintains neat appearance of reception/ lobby area, conference rooms café and other common areas.   Serves as point-of-contact and/or extension of the facilities team as representative of the Experience team. Requests building and housekeeping services as needed. Periodically inspects common area equipment to ensure good operating condition. Arranges equipment service as needed. Determine standard supplies and information to be maintained at the front desk.  May assist with temporary signage.

Routine contact with internal and external customers is required to obtain, clarify, or provide facts and information. May serve as a resource to others in resolving problems and issues. May train, manage orientation, assign, and oversee the work of less experienced Reception Concierge team members and serves as escalation point expected to resolve most questions and problem.

Schedules activities and maintains calendars of building common space occurring on premise.  Schedules and coordinates meetings, events, and/or visitor assistance, as required. Manages scheduling and assignments of the concierge team members for special events or assignments. Confirms details for special events such as charity events, pop-up stores, special services, etc. with building/event owners and representatives.

Follows security and emergency procedures as defined for the property. Responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures.

Administers program for office supply and other common use items for the location, such as café supplies, equipment toner, printer paper, freight and shipping supplies etc.  

Make recommendations regarding supply selection and usage. 

Administers the program of services including transportation sources, accommodations, local business and organizations and referral contacts. May arrange convenience/hospitality services for guests such as transportation, tickets, reservations, etc.

Provides reporting and insight to clients and property teams to improve product and service delivery.  May contribute site specific content for Host Digital.

May administer inbound and outbound courier, freight and mail procedures. 

Performs other duties as assigned.

QUALIFICATIONS

HS Diploma or GED required. Bachelor's degree or professional hospitality accreditations preferred.

Prior Customer Service experience required.

A minimum of 2+ years Front Desk, Concierge, customer service or other hospitality experience is preferred.

Strong knowledge of the surrounding area and all recreational, hospitality and business related information. 

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor and has the ability to assess circumstances, empathize and offer help.

Utilizes a high level of attention to detail as well as strong interpersonal skills.

Has a positive attitude and a strong sense of urgency in resolving any issues that may arise.

Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills.

Intermediate skills with Microsoft Office Suite, handheld mobile technologies and applications.

Good organizational and strong problem-solving skills. Highly adaptable and flexible. 

Ability to work independently with little supervision.

Ability to work flexible work schedules based on office needs. 

Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision.

Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift up to 20 lbs. and occasionally lift/move up to 40 lbs.

SCOPE OF RESPONSIBILITY  

Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.

SAFETY

Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to: 

1. Complete at a satisfactory level all required and assigned HSE training.
2. Follow all activity policies and procedures, including all HSE related requirements at all times.
3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing, and assessment, etc.
4. Report any condition which you feel could result in an accident or injury and / or stop work if required.

HINWEIS:  Eine zusätzliche Voraussetzung für diese Rolle ist die Fähigkeit zur Einhaltung von COVID-19-Gesundheits- und Sicherheitsprotokollen, einschließlich eines COVID-19-Impfnachweises und/oder strenger Tests.