CONCIERGE LEAD

Position

GEARYS Beverly Hills is seeking an experienced professional and passionate Concierge Lead with an eye for detail in building and maintaining invaluable five-star client service to join the team at our Rodeo Drive location.

Profile

As the Concierge Lead, you will be the first point of contact in ensuring we provide white glove five-star client service to all guests from the initial touchpoints to an overall smooth experience in-store and post-visit as well as overseeing this critical process is followed by your dedicated at-large Concierge Team.

Overview

Serving as the voice of GEARYS Beverly Hills, the Concierge Team will be composed of Receptionists, Greeters, and a Communications Center that provides exceptional customer service by communicating with prospective clients and repeat customers while overseeing the ideal guest journey and offering seamless direction to appropriate departments.

The Concierge Lead will play a pivotal role in ensuring an exceptional and personalized experience for every guest who visits. You will lead a team of Concierges – fostering a positive and collaborative work environment, while also acting as a brand ambassador for Rolex.

Responsibilities:

• Lead & Motivate Team: Provide coaching, mentorship, and performance feedback to a team of Concierges, fostering a culture of continuous learning and high standards.
• Luxury Service Excellence: Ensure all guests receive exceptional service that reflects the prestige of the Rolex brand.
• Boutique Operations: Contribute to the smooth operation of the boutique, facilitating seamless communication between the managers, associates, and the concierge team, while maintaining a luxurious and inviting atmosphere for the clients.
• Schedule Management: Manage the in-store appointments via phone, email, and website submission form, oversee and create daily briefings of expected client appointments per day

Qualifications:

• Minimum 3-5 years of experience in luxury retail environment
• Proven leadership with a successful track record of managing and motivating team
• Proficiency with Microsoft Office, point-of-sale and CRM systems, and appointment scheduling and booking software
• Excellent verbal and written communication skills
• Ability to maintain confidentiality
• Exceptional interpersonal skills and guest service abilities
• Ability to respond quickly and genuinely to client requests across multiple channels and mediums
• Strong problem-solving and leadership abilities
• Outstanding relationship-building skills
• Flexibility to work nights, weekends, and holidays