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in Jersey City, NJ
Lead Concierge (Senior Lifestyle Management Associate) - Full-time / Part-time
Hours | Full-time, Part-time |
---|---|
Location | Chapman Concierge-07302 Jersey City, New Jersey |
About this job
We have a full-time opening for a Lead Concierge.
Must be able to work various shifts per week, including some evening and weekends
- Must have 4 or more years customer service experience in the hotel, hospitality or concierge industry
- Must have a high school diploma or equivalent
- Be authorized to work in the United States.
- Must have reliable transportation seven days a week
- A background check is required
Requirements
The Concierge Manager will utilize his/her expertise to supervise, support, coach and direct the Concierge team.
Essential Duties and Responsibilities include but are not limited to:
* Provides daily support, coaching, and management to assigned concierge team, including appropriate mentoring, coaching and team building;
* Conducts Monitoring, which includes the control of the overall daily volume of requests and case management to ensure service level standards are met;
* Serves as an expert on Concierge Service Delivery;
* Partner with the management team to share responsibility for achieving service level and response time objectives across all contact channels
* Ensures effective and efficient utilization of resources
* Directly responsible for a group of Concierges;
* Leverages concierge industry knowledge through the day-to-day management of concierges;
* Knowledge of all Client Programs;
* Handles escalated issues, researching a customer's account and past requests, and taking the appropriate actions to resolve issues to mitigate complaints;
* Analyzes customers' questions and provides recommendations to the Director regarding the best course(s) of action for addressing the problem (s); in doing so identify areas of opportunity within the department/organization to enhance service;
* Administers management policies and procedures;
* Performs live listening of calls and provides real-time feedback;
* Fulfils requests and answer customer calls as needed;
* Available by cell phone 24 x 7;
* Identifies team strengths
* Facilitates team meetings to ensure effective communication and that all team members have the most current information available.
Qualifications:
* Able to successfully pass a criminal and employment reference security check.
* 2+ years of customer service experience in travel/tourism, hospitality, retail, hotel/guest services
* 1-3 years experience in handling an affluent customer base;
* Previous supervisory experience required;
* 1-3 years concierge/customer facing experience preferred.
* Able to work a flexible schedule that includes nights, weekends, and holidays.