JOB SUMMARY:

The Concierge Manager will interact with guests and residents of Birkdale Village. Provide unparalleled service, creating and providing a seamless experience for all customers. The Concierge Manager will service guests and residents both on the phone and in person, provide information in response to inquiries on a variety of calls, and have a broad base of knowledge in a wide variety of areas. This position will provide leadership support and assistance to the Concierge team, train and coach the ambassadors as needed and enforce all policies and procedures. The Concierge Manager will manage the Birkdale Card program, which is a unique approach to Concierge, infusing resort-inspired services throughout the entire Birkdale Village experience.

QUALIFICATIONS:

• Must have at least 2 years of managerial experience with proven success as a team leader. 
• Must have at least 3 years prior experience in the hospitality or event planning industry. 
• Strong understanding and knowledge of Birkdale Village, Charlotte metro and Huntersville, NC. 
• Excellent verbal and written communication skills are mandatory for this position; must have the ability to communicate in a clear, concise, understandable manner, and listen attentively to others, and provide instructions to team members. 
• Must have budget management skills. 
• Must have strong skills in guest services, be action oriented, possess interpersonal savvy, professionalism, emotional control, and work well under pressure. 
• Must be an organized, detail-oriented self-starter, able to work independently and in a team setting. 
• Must be proactive, approachable and solution focused. 
• Must be able to work in a fast-paced environment, maintaining professionalism at all times. 
• Must be flexible and able to work weekends, nights and holidays to support shopping center peak hours of operation and Concierge team needs. 
• Proficient in Microsoft Office suite.

ESSENTIAL JOB FUNCTIONS:

• Develop, and retain the best ExperienceMakers™ that make up the Birkdale Village Concierge team. 
• Manage the Concierge ambassadors; monitor day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. 
• Develop relationships with Birkdale Village’s retail and office tenants and residential communities. Leverages these relationships to build loyalty to Birkdale Village and devoted fans of the services offered through the Birkdale Card. 
• Oversees the “surprise and delight” offerings to guests of Birkdale Village by supervising the Concierge responsible for this portion of hospitality. 
• Provide leadership support for the Concierge team; including training and ongoing coaching as needed. 
• Focus on improving existing programs while assisting in the creation of new and varied experiences that offer a fresh and inviting guest experience. 
• Partners with the Birkdale Village Marketing team in developing and executing programs that support store sales and a unique shopping and dining experience. Attend weekly marketing meetings. 
• Execute hospitality, marketing and event plans on and off property – 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. 
• Achieves financial goals through maximizing participation in revenue streams. Ex. The Birkdale Card, Concierge hosted events and VIP offerings. 
• Coordinate guest and resident’s needs with other departments as required, ensuring a seamless guest experience.
• Ensure grooming standards and uniform guidelines are adhered to by Concierge Ambassadors at all times; clean and pressed and worn in the appropriate manner. Responsible for 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. 
• The Concierge Manager will work scheduled shifts in the Concierge booth in addition to scheduled meetings with Marketing and Management teams. 
• Identify and fully develop the inventories of services provided to guests and residents of Birkdale Village. 
• Responsible for the vetting process and agreements for third party amenity providers. Manages on[1]going relationships with these key vendors and contractors to ensure flawless execution of service.

IMPORTANT JOB FUNCTIONS:

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

MATERIAL AND EQUIPMENT USED: 

• Computer                                         
• Microsoft Office Suite                                  
• General Office Equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

      Knowledge of:

• All computer applications and hardware related to performance of the essential functions of the job.

      Skill in:

• Conflict Management Resolution
• Organizational and interpersonal skills
• The ability to meet deadlines; accomplish work in order of priority; professionally maintain composure & effectiveness under pressure and changing conditions

APPLY HERE