Manager, Concierge

About the Role

The Concierge Manager plays a critical role in ensuring the seamless operation and exceptional service delivery of our concierge teams at the hub locations, currently San Francisco, Pleasanton and New York City headquarters with a potential expansion into other locations. This role models exceptional customer service and energy, ensuring that all guests, VIPs, collaborators, and employees have a memorable experience at our Hubs. They will demonstrate curiosity to continuously assess and identify operational improvements to enhance the customer centric experience.

Salary Range: $114,900 - $152,200 USD
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

What You'll Do

• Lead and manage several teams or concierge agents at our San Francisco, Pleasanton and New York City headquarters hubs, ensuring high performance and exceptional service delivery.

• Develop and maintain strong, collaborative relationships with cross-functional partners, including Global Events, Asset Protection, and Communications, to achieve targeted results and support key initiatives.

• Build strong relationships with senior executive leaders, including the CEO.

• Continuously review and refine departmental processes to enhance efficiency and scalability across multiple locations, ensuring consistent and high-quality service.

• Gain a comprehensive understanding of the Concierge team’s processes and procedures, identifying areas for improvement and implementing necessary changes to optimize performance, with the ability to proactively make recommendations and scale processes across the hubs.

• Leverage previous experience to proactively identify issues and provide innovative solutions and actionable suggestions to enhance service delivery.

• Acquire in-depth knowledge of the company’s history, organizational structure, and resources, becoming a trusted source of information for employees, guests, and VIPs

• Provide non-administrative back-up support needs for Executive Assistants, when they are out of the office.

• Partner closely with Asset Protection to vet guests using the Envoy guest reservation platform, ensuring a secure and welcoming environment.

• Assist with key events such as sample sales, Board of Directors, and town halls, as well as any in house of offsite large scale events, which may require after-hours or weekend support.

• Take on stretch assignments as directed by the manager, demonstrating curiosity flexibility and a willingness to contribute to various projects.

• Occasional travel required.

Who You Are

• Must have prior people management experience. This role calls for agility in managing a multi-sites, multi time zones team.

• Must have superior customer service. Previous experience from high-end hotel or retail is preferred.

• Be a collaborator. Cross functional partnership is key to the success of this team.

• Proficient in Microsoft Office necessary with the proficiency to manage several shared calendars. Experience using Smartsheet and Microsoft Forms is a plus.

• Ability to manage multiple tasks, prioritizing and adapting appropriately.

• Be self-accountable. Strive always to meet or exceed the performance standard.

• Diligence is a must.  Candidate should ensure attention to detail when creating or monitoring processes and requests.

• Curiosity is welcome and encouraged. Demonstrates ability to brainstorm with the Workplace Experience leadership team, offering ideas and alternate solutions to improve the HQ experience.