Achieves business objectives through personally customizing each interaction to create exceptional, world class, professional experiences that encompasses CBRE's standard of excellence for clients, visitors, and employees.
The key contact in assisting guests, customers, and/or tenants with special arrangements or service requests, can include but are not limited to reservations, transportation, area locations, visitor check-in, and any other personal or professional service need. Assists with any unique needs and follows up to ensure satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides concierge and best in class service offerings to our customers and clients through delivering world class service in all interactions promotes a “put the customer first approach” from visitor check-in services to coordinating guests', tenants', and/or visitors’ needs.
Offers a warm and welcoming interaction while swiftly executing tasks to resolve issues with a minimal disruption to daily business activities. Cultivates and sustains positive relationships with guests, customers, tenants, and/or team members, supports team to reach mutual objectives.
Answer telephones in a professional manner and accurately direct calls. Maintain organized reception and conference room area. Maintain amenity information (i.e. on-site or near amenities, transportation, community retail, organizational information, etc.).
Sending initial confirmations in connection with bookings and following up at specified intervals prior to the event to confirm the current status of the meeting, the accuracy of participant counts, the need for special equipment, etc.
Help with setup/clean-up of conference rooms for client meetings and events as needed. Space planning for meetings to ensure efficient utilization of existing meeting rooms.
Delivers world class service through providing a warm friendly, and professional greeting and/or response with all in-person, electronic, and telephone interactions.
Politely and professionally arranges and confirms recreational, dining, and/or business activities requests. Responses are expected to be warm friendly and prompt with accurate and thorough information according to the specific request.
Initial key contact for potential customer issues and complaints, will resolve basic level complaints and communicate higher level more complicated situations to the team lead.
Maintains accurate records of service requests and status. Maintains records and logs of service requests and tracks their status. Maintains a file of services including transportation sources, accommodations, and referral contacts.
Responds promptly with accurate and thorough information according to the specific request. Arranges and confirms recreational, dining, and/or business activities.
Follows security and emergency procedures as defined for the property. Responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures.
Performs other duties as assigned.
No formal supervisory responsibilities in this position.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE
HS Diploma or GED Prior Customer Service experience required. Prior Front Desk, Concierge, customer service or other hospitality experience preferred. Prior successful experience providing best in class customer service within high-end retail environments and/or hotel establishments are a bonus.
CERTIFICATES and/or LICENSES
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor with a strong, professional customer service orientation.
Ability to calculate simple figures such as percentages.
Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. Ability to organize and prioritize own work.
OTHER SKILLS and ABILITIES
Basic skills with Microsoft Office Suite
Strong knowledge of the surrounding area and all recreational, hospitality and business related information. Willingness and ability to assist within all areas of the Concierge scope from cleaning office spaces to supporting the receptionist role while they are on break to assisting with Executive Level customer check ins.
SCOPE OF RESPONSIBILITY
Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to:
1. Complete all required and assigned HSE training at a satisfactory level,
2. Follow all activity policies and procedures, including all HSE-related requirements at all times,
3. Participate in all HSE-related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
4. Report any conditions which you feel could result in an accident or injury and / or stop work if required.