Retail Concierge Manager
 JLL | |
 United States, California, Manhattan Beach | |
 Nov 21, 2024 | |
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We are currently seeking a Concierge Manager to join ourExperience Management (XM) team.
Responsibilities: The Concierge Manager is responsible for leading the Concierge Team in a large retail setting. The Concierge Manager is to manage the day-to-day operations of the Concierge team. Additionally, the individual is responsible for implementing communication standards and fostering strong relationships with property management, retailers, and other departments. The position works cooperatively with the on-site property Management Team in promoting service, company and property initiatives, and local and tourism outreach, and Concierge functions. Specific Job Functions: ManagementSupervises and manages the part-time team and full-time members, ensuring that policies and procedures are implemented properly and followed. Motivates Concierge Team to exceed guest and client expectations. Holds Concierge team accountable when not following policies, procedures, and standards Trains and coaches Concierge team on policies, procedures, programs, and standards of excellence Arranges the schedule for the Guest Services team and ensures that time cards are accurate for payroll. Ensures Guest Services Desk appears professional and fully stocked with information including local maps, brochures and event literature. Tourism/MarketingBuilds and maintains relationships through networking with area concierge, front desk staff and other personnel within the tourism industry including Convention & Visitors Bureau, state Office of Tourism, resorts, hotels, residences, office buildings, and attractions Works directly with Regional Manager and on-site Management Team to plan and execute property Concierge and tourism initiatives in partnership with local commerce and tourism organizations Demonstrates a strong knowledge of the local community and takes a proactive approach to understand trends, citywide events and hot spots to easily direct guests inquiring about festivals, events, attractions, restaurants, hotels, tours and transportation schedules in the surrounding area Assist in coordinating special events and programs to support merchandising efforts to the level necessary as outlined in the strategic plan; work with retailers to involve them as appropriate Assist in maintaining digital media programs and website (as applicable) GeneralSets an exemplary helpful, friendly service standard at all times Supports all property programs Meets or exceeds given goals for specific job functions Flexible schedule, especially during high volume seasons knowledge of Microsoft Office Products: Excel, Word, PowerPoint Must have interpersonal, communications skills (verbal and written) Special events coordination experience Math and organizational skills Ability to multi-task Flexibility to work varied schedules including weekends and evenings Physical work requirements/conditions - Walking the property up to several times per day; event set-up/tear down - some lifting required Job Qualifications, Education and Experience: Bachelor's Degree or equivalent work experience 3-5 years' experience in progressively responsible roles in hospitality, sales, marketing or related field Excellent communication skills including verbal and written Excellent problem solving and leadership skills Knowledgeable on Microsoft Office, Google Docs, iOS functions, digital technology Ability to complete multiple tasks while maintaining a pleasant and professional demeanor Ability to listen and react quickly to guests' and retailers' requests in a genuine manner Takes pride and ownership in the position and property Strong knowledge of the area's entertainment, dining and cultural venues, and commitment to keeping that knowledge up-to-date Able to implement company policies and procedures to ensure effective leadership of the team You'll have a proven track record of results as we'll expect you to act decisively, think big, and manage your time to meet deadlines in a fast-paced, high-volume environment. Most importantly, you'll want to contribute to a diverse, supportive, and talented team | |