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in Jersey City, NJ

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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.