What are the responsibilities and job description for the Assistant Concierge Manager position at Jamestown Management Corporation?
Job Description
Position Title: Assistant Concierge Manager
Reports To: Concierge Manager
Position Summary:
The Assistant Concierge Manager will interact with internal and external guests and residents of Avalon. Provide unparalleled service, creating and providing a seamless experience for all customers. The Assistant Concierge Manager will service customers both on the phone and in person; providing information in response to inquiries on a variety of calls, having a broad base of knowledge in a wide variety of areas. The position will provide leadership support; and assistance to the team; train and coach Concierge team member as needed and enforce all policies and procedures.
Primary Responsibilities:
- Develop, and retain the best ExperienceMakers that make up the Avalon Concierge team.
- Identify and fully develop the inventories of services provided to guests and residents of Avalon.
- Responsible for vetting process and agreements for third party amenity providers. Manages on-going relationships with these key vendors and contractors to ensure flawless execution of service.
- Partners with the Avalon Marketing team in developing and executing programs that support store sales and a unique shopping and dining experience. Attends weekly marketing meetings
- Oversees the 'surprise and delight' offerings to guests of Avalon by supervising the Concierge responsible for this portion of hospitality.
- Develops relationships with Avalon's retail and office tenants and residential communities.
- Focus on improving existing programs while assisting in the creation of new and varied experiences that offer a fresh and inviting guest experience.
- Execute hospitality, marketing and event plans on property and off – often requiring evening and weekend assignments.
- Expertly manages administrative duties such as expense reporting and payroll and timekeeping. Manager is responsible for scheduling and time sheets.
- Provide leadership support for the Concierge team; including training and ongoing coaching as needed.
- Coordinate customer, guest, and resident's needs with other departments as required, ensuring a seamless guest experience.
- Ensure uniform guidelines are adhered to by the Concierge team at all times; clean and pressed and worn in the appropriate manner. Responsible to ordering uniforms and coordinating dry cleaning.
- Partners with Assistant General Manager to lead Hospitality Training for operational departments monthly, as needed.
- Facilitate monthly Concierge meetings in order to stay informed of property changes, events, promotions, etc.
- Assistant Concierge Manager will work scheduled shifts in Concierge in addition to scheduled meetings with Marketing and Management teams.
- Coordinate the quarterly retail tenant soundbite surveys and review with General Manager, Assistant General Manager and Concierge Manager.
Skills/Qualifications:
- Strong understanding and knowledge of Avalon and the Alpharetta area.
- Verbal Communication, Listening, Guest Service & Focus, People Skills, Action Oriented, Interpersonal Savvy, Professionalism, Emotional Control
- Organized, detail-oriented self-starter, able to work independently and part of a group.
- Must be flexible and able to work weekends, nights and holidays to support the property's peak hours of operation and Concierge team needs
- Proactive, approachable and solution-focused
- Must be able to work in a fast-paced environment, maintaining professionalism at all times.
- Ability to multi-task and work well under pressure.
Physical Requirements:
- Able to push a Bell cart and lift up to 35 pounds
- Standing up to 8 hours a day in an outdoor environment
- Walking up to 8 hours a day
- Stooping
- Bending up to 4 hours a day
- Working outdoors up to 8 hours a day
- Ability to climb ladders and stairs
- Ability to use a computer
- Ability to multitask