Hospitality & Concierge Team Lead - Holman Motorcars

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Holman Motorcars is seeking a Hospitality and Concierge Team Lead to join our team in Fort Lauderdale.

Hospitality is our single most important business strategy. What we learned in our business was to that service and hospitality are completely different topics. Hospitality is like a dialogue. If you feel like I’m on your side, hospitality is present. If you think I did something for you, hospitality is present. If you think I am customizing an experience for you, hospitality is present.

The way you make people feel is what they will remember more than anything. And finally, if you are going to provide the most powerful and sustainable hospitality experience possible, the customer is going to have to come 2nd. What we learned is that the #1 way to make customers happy, is to make sure that the people that come to work are happy.

Are you ready to join an award-winning team and the # 1 rated ultra-luxury dealership in the country?

Holman Motorcars, representing Rolls-Royce, Bentley, and Aston Martin is a leading player in the automotive retail industry, renowned for its commitment to delivering exceptional customer experiences. We are seeking a dynamic and customer-focused Hospitality and Concierge Team Lead to join our team and elevate the level of experience we offer to our valued clients.

Position Overview:

As the Hospitality and Concierge Team Lead, you will play a pivotal role in shaping the first impression our customers have of our brand. Your responsibilities will revolve around creating a warm, welcoming, and engaging environment for all visitors, ensuring they have a memorable experience from the moment they step through our doors. Our experience strategy has won us praise for all the brands we represent; Rolls-Royce, Bentley and Aston Martin.

Responsibilities:

• Develop and implement a comprehensive hospitality strategy that aligns with our brand identity and customer service goals.
• Greet and assist customers in a friendly and professional manner, setting a positive tone for their visit.
• Lead a team of hospitality associates, receptionists and valet staff including, training, scheduling, and performance evaluation.
• Collaborate with various departments to enhance the overall customer journey by integrating hospitality services seamlessly.
• Oversee the coordination of refreshments, amenities, and waiting areas to provide an exceptional guest experience.
• Handle customer inquiries, concerns, and requests, resolving issues promptly to maintain customer satisfaction.
• Continuously monitor and improve service standards, implementing innovative ideas to enhance customer engagement.
• Organize and manage special events, workshops, and product launches to engage customers and promote brand loyalty.
• Maintain an organized and aesthetically pleasing reception area, ensuring it reflects our brand image.
• Analyze customer feedback and utilize insights to make data-driven improvements in hospitality services.
• Responsible for Holman and OEM CRM (Customer Relationship Management) systems.
• Support the Sales Department as needed.

Qualifications:

• Previous experience in a hospitality role is preferred, but not mandatory. We value attitude, enthusiasm, and a genuine passion for providing exceptional guest experiences.
• Excellent communication and interpersonal skills to connect with guests from diverse backgrounds.
• Strong problem-solving abilities and the ability to think on your feet in high-pressure situations.
• Exceptional organizational skills and attention to detail to ensure accurate guest information and reservations.
• A team player who thrives in a collaborative environment and can also work independently.
• Proficiency in using reservation systems, point-of-sale software, and other relevant technology.
• Flexibility to work varying shifts, including weekends and holidays. Extended hours during special events.