Concierge Assistant Manager

The Retail Concierge holds a combination of cultural interests, paired with strong desire to provide impeccable and exceptional concierge service for a multi-use property, including retail, dining, and office space.

A Retail Concierge is the primary point of personal contact for guests seeking information, service, assistance, and recommendations while visiting the property. This position serves as the primary point of contact for guests seeking information to plan their shopping and dining experiences. This includes staying up-to-date on property details and promoting upcoming in-center and retailer events.

The right candidate will have a passion for fashion, culture, food, and art. The Retail Concierge is encouraged to not only be an expert on the property, but also the local cultural scene! This individual will demonstrate a passion for and understanding of providing service at a VIP level, including ensuring that guest expectations are not only met but also exceeded, and each experience is memorable.

A Retail Concierge must be able to provide service in-person, over the phone, through email, online, and digitally.

JOB DUTIES

Takes great pride in offering helpful, friendly service at all times

Greets and assists all guests and property personnel in an efficient and courteous manner

Defines, communicates, and maintains high standards of guest service at all times

Provides a luxury lifestyle experience for all the property guests as they visit the Center or reach out via phone, email, or digital channels

Maintains a strong knowledge of offerings at the property and can guide guests to appropriate merchandise, dining options, gift ideas, etc.

Informs and suggests opportunities to engage guests in Center-wide retailers, events, theatre, spas, and restaurants available at or around the property and in Scottsdale

Performs services requested, including reservations for dining, travel, entertainment, rentals, gifts, sporting events, etc. This may require running errands away from the Concierge Desk at the Center or light event planning
Supports and promotes all property programs and events
Anticipates the services sought after by ascertaining the mood and style of the guest; identifies solutions before being asked
Creates property marketing collateral, which may include newsletters, signage, e-blasts, social media posts, etc

Develops strong working relationships with building management, tenants, other building service providers, retailers, restaurants, hotels, and other area businesses
Actively researches shopping, dining, and experiential trends to ensure the property can provide guests with services both expected and unexpected
Builds professional networks within the guest base and community to enhance knowledge and services currently being offered
Responds to guests via phone, email, property website, and social media outlets
Corresponds with guests who require follow-up or solutions
Participates in and completes all training programs.
Maintains the ambiance, style, and cleanliness of the Concierge Desk, ensuring all brochures and literature are stocked at all times
Tends to other administrative duties as assigned
Acts as a property ambassador within the Center and local community to promote the propertys services, amenities, and events

Partners with the on-site property management team on marketing initiatives.

SKILLS AND APTITUDES
Passionate about providing exceptional service.

Thinks creatively to resolve all customer concerns, and anticipate their interests in services, amenities, programs & events while visiting the property

Communicates effectively in verbal and written form

Is a friendly and caring person

Excellent problem-solving skills

Has flexible working hours and a proven record of dependability and punctuality

Able to complete multiple tasks while maintaining a pleasant and professional demeanor
Appears polished and professional and consistently adheres to company dress code and grooming guidelines
Follows all policies and procedures outlined in JLL and client handbooks
Possesses strong working knowledge of Microsoft Outlook, App-based programs, and Microsoft Office (required)

Able to listen and react quickly to guests, tenants, and retailers requests

Able to prioritize tasks under pressure

Able to work with varied personalities and temperaments

Able to work as part of a team in a collaborative way

Takes initiative, self-motivated

Able to use a computer, iPad, and cell phone.

EDUCATION AND EXPERIENCE

Bachelors degree or equivalent work experience
Two or more years of previous high-end retail, fine dining, or VIP hospitality
Prior experience with a luxury hotel, retail, or restaurant front of house guest service required
Previous community involvement or networking experience is preferred