Assistant Concierge Manager

Job Description

Position Title: Assistant Concierge Manager

Reports To: Concierge Manager

Position Summary:

The Assistant Concierge Manager will interact with internal and external guests and residents of Avalon. Provide unparalleled service, creating and providing a seamless experience for all customers. The Assistant Concierge Manager will service customers both on the phone and in person; providing information in response to inquiries on a variety of calls, having a broad base of knowledge in a wide variety of areas. The position will provide leadership support; and assistance to the team; train and coach Concierge team member as needed and enforce all policies and procedures.

Primary Responsibilities:

• Develop, and retain the best ExperienceMakers that make up the Avalon Concierge team.
• Identify and fully develop the inventories of services provided to guests and residents of Avalon.
• Responsible for vetting process and agreements for third party amenity providers. Manages on-going relationships with these key vendors and contractors to ensure flawless execution of service.
• Partners with the Avalon Marketing team in developing and executing programs that support store sales and a unique shopping and dining experience. Attends weekly marketing meetings
• Oversees the 'surprise and delight' offerings to guests of Avalon by supervising the Concierge responsible for this portion of hospitality.
• Develops relationships with Avalon's retail and office tenants and residential communities.
• Focus on improving existing programs while assisting in the creation of new and varied experiences that offer a fresh and inviting guest experience.
• Execute hospitality, marketing and event plans on property and off \u2013 often requiring evening and weekend assignments.
• Expertly manages administrative duties such as expense reporting and payroll and timekeeping. Manager is responsible for scheduling and time sheets.
• Provide leadership support for the Concierge team; including training and ongoing coaching as needed.
• Coordinate customer, guest, and resident's needs with other departments as required, ensuring a seamless guest experience.
• Ensure uniform guidelines are adhered to by the Concierge team at all times; clean and pressed and worn in the appropriate manner. Responsible to ordering uniforms and coordinating dry cleaning.
• Partners with Assistant General Manager to lead Hospitality Training for operational departments monthly, as needed.
• Facilitate monthly Concierge meetings in order to stay informed of property changes, events, promotions, etc.
• Assistant Concierge Manager will work scheduled shifts in Concierge in addition to scheduled meetings with Marketing and Management teams.
• Coordinate the quarterly retail tenant soundbite surveys and review with General Manager, Assistant General Manager and Concierge Manager.

Skills/Qualifications:

• Strong understanding and knowledge of Avalon and the Alpharetta area.
• Verbal Communication, Listening, Guest Service & Focus, People Skills, Action Oriented, Interpersonal Savvy, Professionalism, Emotional Control
• Organized, detail-oriented self-starter, able to work independently and part of a group.
• Must be flexible and able to work weekends, nights and holidays to support the property's peak hours of operation and Concierge team needs
• Proactive, approachable and solution-focused
• Must be able to work in a fast-paced environment, maintaining professionalism at all times.
• Ability to multi-task and work well under pressure.

Physical Requirements:

• Able to push a Bell cart and lift up to 35 pounds
• Standing up to 8 hours a day in an outdoor environment
• Walking up to 8 hours a day
• Stooping
• Bending up to 4 hours a day
• Working outdoors up to 8 hours a day
• Ability to climb ladders and stairs
• Ability to use a computer
• Ability to multitask