The JBG SMITH Corporate Office

Concierge Operations Manager

ID
2018-2961
US-MD-Chevy Chase
Type
Full-time

Overview

The Concierge Operations Manager facilitates a portfolio of Concierge teams across all properties with a front desk staff.    The Concierges’ main objective is to ensure our residents are well looked after from the start and this position is a support role to ensure this objective is met consistently.  The Concierge Operations Manager ensures that their team of Concierge professionals provides an impeccable first impression of the community, and are dedicated to accommodating customer requests from the ordinary to the extraordinary. With local knowledge and insights, the Concierge Team does wonders to enhance customer experiences, making their time at the community much more enjoyable.  Success for a Concierge Operations Manager is defined by providing their teams with the tools to enhance the experience to every customer and being an advocate for this group of employees. 

Responsibilities

The Concierge Operations Manager will work with a portfolio of on-site Concierge teams in concert with the Lead Concierges and Community Managers/General Managers at each site as well as JBGS’s Training Department to:

 

Establish standards, best practices, and expectations that present a consistent, helpful, warm experience for all residents who interact with our on-site concierge teams.  

 

  • Utilize checklists, audits, site visits, reports, manuals, etc. that they develop as tools.
  • Standardize the appearance, organization, and set-up of all front desks.
  • Conduct announced and unannounced visits for all shifts on a regular basis to ensure standards are being met.
  • Maintain and enhance our proprietary online resource ViaJBGSmith, to include managing the vendors and offerings on that website.
  • Anticipate the needs of our customers and seek creative ways to exceed expectations through implementation with their concierge teams.
  • Conduct all first interviews for Concierge candidates for open positions. Make recommendations to the hiring managers.
  • For new properties, assist with the initial set-up and training of the desk and its on-site employees.
  • Act as liaison between customers, guests, and JBG Smith employees.
  • Hold regular meetings and other communications with the on-site Concierge teams- especially the Lead Concierges- to understand ideas, needs, questions, etc.
  • Work with temp companies to ensure that, when utilized, they provide predictably top-notch service.
  • Adapt to constantly changing situations and personalities, ensuring quality service to all customers.
  • Complete all paperwork correctly.
  • Complete all data entry/computer requirements accurately on a daily basis.
  • Proofread and review all documents and reports to ensure error-free work.
  • Organize and coordinate work.
  • Other duties as assigned.
  • Assist in assembling and encouraging motivated on-site Concierge teams with a strong service ethic.
  • Facilitate on-site Concierge orientation. 
  • Instruct and advise on-site Concierge staff of company and property procedures and guidelines informally in one-on-one training and in Classroom situations.   Ensure the Concierge teams participate in required training programs.
  • Develop teams through more regular and robust communication and on-the-job activities, sharing successes and best practices across properties. 
  • Work on leadership development with the Lead Concierge at each site.
  • Work with and via the Community/General Managers to direct the onsite Concierge teams.  The Concierge staffs will continue to report to the Community/General Managers through the onsite Lead Concierges.
  • Assist Community/General Manager in creating and facilitating annual performance evaluations of the front desk staff.
  • When necessary, participate in counseling sessions and corrective actions with the Lead Concierge and Community/General Managers if their participate would be beneficial.

Qualifications

  • Associate’s Degree, or equivalent work experience
  • Two to three years of experience in high-end customer service environment, preferably in highly visible position such as Concierge, Front Desk Associate, or Guest Services Representative in hospitality or property management
  • Prior supervisory experience (direct or indirect) is required
  • Savvy computer skills, including the ability to maneuver internet searches
  • Stellar phone etiquette as well as exceptional verbal and written communication skills
  • Ability to synthesize information into a coherent plan, develop programs, and implement initiatives.
  • Prior administrative experience (i.e. answering phones, data entry, drafting written communications, taking messages, etc.)
  • Strong communication and presentation skills with audiences in different departments and various levels.

 

Personal Competencies

  • Respect, honesty, and integrity
  • Leadership abilities
  • Professional presentation
  • Calm under pressure
  • Passion for service
  • Strong work ethic
  • Commitment to teamwork 
  • Adept at listening to others
  • Dependability and adaptability

 

Language Skills 

Ability to generate reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from clients, customers, and the general public.

 

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

 

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.   Ability to conceptualize and implement broad programs which impact multiple teams.

 

Other Skills and Abilities

Complete and submit reports on time and accurately. Ability to operate basic office equipment such as copier, fax, computer, typewriter, calculator, and telephone.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to handle, or feel objects, tools, or controls; and reach with hands and arms and to talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and smell.

 

The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee primarily works indoors but occasionally works in outside weather conditions. The employee regularly works near moving mechanical office equipment parts.

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