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Concierge Manager at WESTIELDCORP CORPORATION INC

Posted in Retail 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Los Angeles, California





Job Description:

Concierge Manager


As the Concierge Manager, you are responsible for the day to day
operation of the Concierge Desk and supervision of the Concierge Team.  With 100% of this role dedicated to Guest
Services, you will demonstrate a passion for and understanding of providing service
at a luxury level and ensure its delivery by the Concierge staff, and
creating memorable experiences.   You will
coach and lead the Concierge Team to provide service in person, online and
digitally through a variety of social media outlets (Facebook, Twitter,
Internet, and Apps). 



This individual will:


  • Work/partner with the General Manager and
    Assistant General Manager at a Flagship Center to achieve the goals within the Center.

  • Partner with the Management Team to ensure the
    service experience within the center is consistent with Westfield standards and
    the team has all tools and resources necessary to complete the job.

  • Define, communicate, and maintain high standards
    of customer service at all times.

  • Act as first point of escalation for all Guest Service
    compliments, concerns and suggestions.

  • Actively participate in center staff meetings to
    provide the voice of the guest as well as take on Guest Service initiatives as
    required.

  • Provide training, knowledge and communicate
    regularly with Concierge team to ensure the staff is informed and has all
    necessary tools to complete their job.

  • Be the trade area expert with regards to Arts,
    Entertainment, Sporting Events and Tourist Attractions and regularly
    disseminate information to Concierge and Management Office teams.

  • Inform & suggest opportunities to engage
    guests in center & retailer events, theatre, spas and restaurants available
    at Westfield Centers. 

·     Ensure Concierge Staff is growing and
maintaining relationships with retailers, restaurants, hotels and Concierge
organizations within the community.      

Job Responsibilities:
Day-to-Day


  • Always appear
    polished and professional and ensure entire staff consistently adheres to
    Westfield’s uniform and grooming guidelines. 

  • Create and maintain
    weekly Concierge staffing and schedules.

  • Supervise to
    ensure the Concierge Team is providing a luxury lifestyle experience for all
    Westfield Guests as they visit the shopping center or reach out via Digital
    Channels.

  • Lead Concierge
    team to perform services requested including reservations for dining, travel,
    entertainment, rentals, gifts, sporting events, etc.  This may require running errands away from
    the Guest Services Desk at the Center.

  • Manage Gift
    Card Inventory, complete daily reconciliation and sell cards as necessary.  Uphold all gift card audit procedures.

  • Oversee
    Reconciliation of all cash and reporting associated with the sale of retail
    products and services.

  • Coach Concierge
    to provide “shoulder to shoulder” service and assistance throughout the
    shopping center including valet, directories, Dining Terrace and beyond the
    Guest Services Desk.  Lead “Service
    Beyond the Desk” initiative and create example for all staff members.

  • Lead the team
    to act as Brand and Service Ambassador within the shopping center and local
    community to promote Westfield’s Services, Amenities and Events.

  • Oversee the
    execution of all Travel Collection strategies as it relates to Guest Services –
    China Union Pay, Passport To Savings, Currency Exchange Information, Language
    Line, etc.

  • Attend weekly
    staff meetings with Center Leadership and provide key insights about the guest
    experience, feedback, concerns and needs. 
    Delegate Guest Service responsibilities as required.

  • Coordinate and
    facilitate weekly staff meetings with Concierge team to ensure timely
    information updates and that your staff is “in the know”.

  • Attend monthly
    calls with Sr. Director of Guest Services.

  • Respond to
    guest compliments, concerns, suggestions and questions whether in person or via
    digital channels. 

  • Respond to guests
    via Facebook, Twitter, Trax and other social media outlets.

  • Oversee
    correspondence with guests who have completed guest satisfaction surveys and
    that require follow up or solutions.

  • Actively
    participates in and successfully completes all Westfield training programs.  Ensures Concierge team is fully trained and
    participating in all training initiatives.

  • Maintain the
    ambiance, style and cleanliness of the Westfield Concierge Desk.

  • Delegate administrative
    duties related to the Concierge Team.

Knowledge
and Skill Competency Requirements
:


  • Previous
    experience in a supervisory/entry level management role with a passion for team
    building.

  • Genuine
    passion for providing excellent guest service. 

  • Three to five years of previous retail, customer
    service/concierge or sales experience (in a supervisory role) required.

  • Prior experience with luxury hotel, retail or restaurant “front of house” guest service
    required.

  • Previous community involvement or networking
    experience is preferred. 

  • Comprehensive knowledge of the shopping center
    trade area and venues.

  • Work in a fast paced environment that requires
    strong communication and follow up with all guests and employees.

  • Strong communication and organizational skills,
    both written and verbal required.

  • Strong working knowledge of Facebook, Twitter,
    Internet, App based programs and Microsoft Office required.

  • Complete knowledge of Apple iPad and ioS

  • Able to coach, praise and correct behaviors as
    required including performance reviews and hiring/termination of employment.

  • Must be flexible and able to work days, nights,
    weekends and holidays.

  • Able to work independently or with a team in a
    collaborative way.

Essential Functions:


To
perform this job successfully, an individual must be able to perform each
essential duty satisfactorily.  The
requirements listed below are representative of the physical skill and/or
ability required.  Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.

 


  • Required to frequently sit, talk and hear.

  • Required to stand and walk up to 8 hours a day.

  • Must be able to communicate verbally in person
    and on the phone throughout the day.

  • Able to bend, stoop and reach up to 4 hours a
    day.

  • Able to climb stairs several times a day.

  • Able to use a computer, iPad, cell phone, access
    Facebook, Twitter, Trax, and Apps frequently each day.

  • Lift and carry up to 35 lbs. for at least 15
    minutes at a time.   

  • Able to travel locally and the surrounding
    community where Flagship Center is located.

  • Able to travel around to the US Shopping Centers
    and Westfield Corporate periodically.



If you’ve ever wanted to be part of an innovative business, on the cutting edge of developing and evolving the shopping experience for customers, this is your chance!




Westfield Corporation is an equal opportunity employer that embraces diversity of backgrounds, perspectives, experience and skills. We offer a collaborative, innovative, achievement focused culture with unique opportunities for growth in a global company and we evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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