Lead Concierge Associate

Job Title: Lead Concierge Associate  

Reports To: The Lead Concierge Associate will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership. 

 

Job Overview: 

The Lead Concierge Associate provides exceptional service and oversight by greeting and assisting all visitors and answering inbound calls. Continuously offers the highest level of service to all corporate employees and their visitors. Maintains a professional image of the company by providing prompt, courteous and efficient service. As an effort to be a cross-trained team player, the receptionist may be called upon to assist in other SPS service areas such as, but not limited to mail/shipping operations, hospitality and general office/facilities work based on operational needs to provide a top tier customer experience. This position leads (with the direction of the supervisor) the client services onsite. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service. 

 

Duties and Responsibilities: 

• Provides 5-star customer service to all employees (in all forms of communication). 
• Welcome guests receive and catalog guest information, and orient new clients. 
• Represent SPS and our clients positively in all interactions (in person, on the phone, and over email) 
• Oversee the quality of the lobby concierge experience while demonstrating a spontaneous desire to assist others and provide excellent service 
• Exhibit a courteous and gracious personality even in stressful situations 
• Keep building secure by receiving guests and contacting associated client host, coordinating with Building Security, and managing access levels for clients. 
• Troubleshoot issues related to access cards, turnstile, and traffic flow. 
• Field questions about bike storage, mail room, loading dock, and other common inquiries 
• Direct requests to building maintenance, SPS staff and clients. 
• Collaborate with other members of the team who are also responsible for the front desk experience, including cross training other staff on how to effectively handle the day to day operations 
• Greet and open the doors (when applicable) for residents, tenants and guests. 
• Respond to all requests in a courteous, professional manner at all times 
• Answer the front desk phone. 
• Arrange for car/limo services when requested. 
• Assist with restaurant menus, reviews, recommendations and reservations. 
• Provide directions for parks, restaurants, airports, etc. 
• Maintain control of all keys, including the logging of keys in and out. 
• Announce all visitors to the clients and tenants. Keep all visitors at the front desk until. permission is received from the unit resident/tenant. Exhibit a positive and professional attitude. Be kind and helpful to everyone. 
• Escort/assist tenants to and from cars, lobby areas, etc. 
• Proactively assist with packages and groceries. 
• Provide an additional level of security for the complex. 
• Assist with dry cleaning. 
• Take resident requests for maintenance services and complete the required documentation. 
• Prevent unauthorized written and verbal solicitations throughout the building. 
• Take control of the lobby and monitor cameras and the entranceway. 
• Maintain a clean and pleasant environment. 
• Secure all packages, deliveries, and other appropriate items at the designated area. 
• Monitor use and return of carts. Keep appropriate records in the logbook. 
• Log in all c