Concierge Associate

Job Description

Schedule: Monday - Friday 7:00am-4:00pm

The Concierge Associate delivers exceptional customer service for our clients. Responsibilities include leading employee(s) and directing workflow for reception and concierge services while serving as a subject matter expert and resource to the team.

Job duties

(* denotes an essential function)

• *Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships

• *Communicate with direct reports, manager and client on job or deadline issues

• *Immediately escalate operational problems or issues to Supervisor or Manager

• *Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures

• *Produce required reports on schedule

• *Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction

• *Ensure clients and guests are welcomed in the office lobby and serve as a daily point of contact for any employee, visitor/guest or client escalations

  • *Ensure a seamless and personal guest journey

  • *Escort guests to their booked meeting room within the building, informing the host of the guests arrival

  • *Understand customers needs and provide them with 5 Star professional service.

  • *Attend to guests wishes and requirements.

  • *Answer the phone and make reservations, take and distribute messages or mail and redirect calls

  • *Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations

  • *Arrange events, excursions, transportation etc. upon request from guests

  • *Handle external and internal calls in a professional manner

  • *Assist hospitality with setting up rooms with beverages and food

  • *Manage any external catering requirements from third party vendors

  • *Book meeting rooms using Condeco and MS Outlook accurately and ensure that all AV, room layout and food and beverage requirements are noted

  • *Continually monitor reception inbox ensuring e-mails are responded to in a timely manner

  • *Book transport for employees and clients

  • *Manage Visiting Attorney office and room bookings and visitor pass management

  • Liaise with other departments to ensure efficient communication and guest service, and creating a 'one team' approach to delighting your guests

  • Occasional requirement to support client functions that run into the evening

  • Adhere to Williams Lea policies in addition to client site policies.