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
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
polished and professional and ensure entire staff consistently adheres to
Westfield’s uniform and grooming guidelines.
Create and maintain
weekly Concierge staffing and schedules.
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
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.
Card Inventory, complete daily reconciliation and sell cards as necessary. Uphold all gift card audit procedures.
Reconciliation of all cash and reporting associated with the sale of retail
products and services.
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.
execution of all Travel Collection strategies as it relates to Guest Services –
China Union Pay, Passport To Savings, Currency Exchange Information, Language
staff meetings with Center Leadership and provide key insights about the guest
experience, feedback, concerns and needs.
Delegate Guest Service responsibilities as required.
facilitate weekly staff meetings with Concierge team to ensure timely
information updates and that your staff is “in the know”.
calls with Sr. Director of Guest Services.
guest compliments, concerns, suggestions and questions whether in person or via
Respond to guests
via Facebook, Twitter, Trax and other social media outlets.
correspondence with guests who have completed guest satisfaction surveys and
that require follow up or solutions.
participates in and successfully completes all Westfield training programs. Ensures Concierge team is fully trained and
participating in all training initiatives.
ambiance, style and cleanliness of the Westfield Concierge Desk.
duties related to the Concierge Team.
and Skill Competency Requirements:
experience in a supervisory/entry level management role with a passion for team
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
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
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
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.