Concierge Manager
Detail posisi
Kewajiban
• Ensure that all tenants and customers receive outstanding services in a professional and friendly manner which includes greeting, acknowledging, and assisting every tenant and customer, maintaining excellent service standards.
• Take pride in representing KingBridge Tower professionally with our tenants and customers and ensure that all activities within the property are handled properly.
• Responsible for overall Concierge division including recruitment, scheduling, coaching, and counseling, training, and disciplinary action where necessary.
• Schedule employees to ensure hours of operation are following the property needs and business demands.
• Responsible for supervising the daily operations of the Concierge division, shift or events as called on and conducting training as needed to keep Concierge team informed on events, activities, promotions, changes, and any other information that the team needs to be made aware of.
• Handle and oversee special and unique requests from executives, tenants, guests, and customers before and while visiting with utmost care and attention. Work with Customer Relations Manager to plan for VIP needs.
• Manage and oversee banquet, VIP room, meeting room, auditorium, and ballroom reservations, generating reports and workplace analytics for General Manager and management department.
• Plan and set an annual concierge budget to meet excellent service standards.
• Work closely with internal property management and project development team to achieve goals.
• Coordinate closely with external parties including agencies, sales representatives, and so on to arrange customer activities.
• Handle and deal with reputable companies and local & international brands.
• Answer tenant, customer, prospect, and interdepartmental inquiries by telephone, email, and mail.
• Manage the systems of keeping detailed records of executive, partner, tenant and customer preferences and requests to make sure that all of them always receive outstanding services.
• Responsible for properly handling tenant, guest, and customer complaints when they escalate beyond the normal Concierge level.
• Recognize Concierge Team Member excellence as well as areas of improvement daily.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies, procedures, and service standards to achieve the overall objectives of this position.
• Report directly to both Customer Relations Manager and General Manager (GM)
Kualifikasi
• Bachelor’s Degree or higher in Business Administration, Arts in English Communication, Hotel Management, Property Management, Real Estate Business, or related fields.
• Minimum 8 years of relevant experience in customer service industry of which 3 years at managerial level with proven record of achievement in real estate business, preferably in mixed use grade A office.