Concierge - Senior Workplace Experience
ID de la Vacante
33791
Publicado
19-Nov-2021
Línea de servicio
GWS Segment
Tipo de función
Full-time
Ubicaciones
Toronto - Ontario - Canada
RESPONSIBILITIES  

This position is responsible for providing a variety of personal service needs for employees and visitors. Using advanced skills and knowledge gained through training and experience, this position provides strategy and direction for daily work routines of the Workplace Concierge team(s).

Responsible for fostering a positive, attentive and service-oriented environment. The supervisor, may as needed, work in the capacity of a concierge in a set schedule, while being a support to the team on an on-call status. Supervise and manage the concierge functions and support the concierge team in delivering services to the customer base.


ESSENTIAL DUTIES AND RESPONSIBILITIES  

Provides personal services to employees and guests such as 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 (preparation of meeting materials, shipping, coordinate car detailing & on-site car refueling, laundry & dry cleaning services, gift & package orders and other services as needed.


Demonstrates leadership and customer service and reflects a warm friendly, professional greeting to all. Develops training and development sessions for topics such as customer service, handling difficult situations, attention to detail, etc.

Conducts business in a professional, friendly, proficient manner. Confirms with building owners and reps about details for special events such as charity events, pop-up stores, special services, etc.

Manages scheduling and assignments of the concierge team members for special events or assignments.

Maintains records and logs of consolidated service requests and completion status.

Evaluates the concierge responses to assure compliance with all company policies and procedures. Coaches team toward professionalism in responding to routine requests.

Ensures the customer is receiving service excellence and is satisfied with the concierge team's ability to satisfy the customer's request.

Develops the applicable file of services including transportation resources, accommodations, referrals, local business and organizations.

Serves as point-of-contact for the facilities team as representative of the Workplace Concierge team.

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.

Performs other duties as assigned.


SUPERVISORY RESPONSIBILITIES  

No formal supervisory responsibilities in this position.

QUALIFICATIONS  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Full COVID-19 vaccination and/or approved weekly COVID-19 testing is a requirement for the role.

EDUCATION and EXPERIENCE  

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.


CERTIFICATES and/or LICENSES  

None


COMMUNICATION SKILLS  

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. Ability to assess circumstances, empathize and offer help.


FINANCIAL KNOWLEDGE  

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


REASONING ABILITY  

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


OTHER SKILLS and ABILITIES  

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

Good organizational skills. Ability to work flexible work schedules based on office needs. Physical ability to assist. Able to lift 30 lbs. Strong problem-solving skills. Highly adaptable and flexible. Strong knowledge of the surrounding area and all recreational, hospitality and business related information. Ability to work independently with little supervision.


SCOPE OF RESPONSIBILITY  

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


SAFETY

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

In addition:
1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment
2. Maintain and wear at all times required appropriate personal protective equipment (PPE)
3. Apply appropriate material handling techniques at all times,
4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so