Director of Concierge
About the role:
PBS Facility Service is in search of a Director of Concierge. This pivotal role entails overseeing and guiding a team of doorman supervisors, ensuring the delivery of top-tier services to our clients. We are seeking an individual with exceptional leadership skills, a knack for making strategic decisions, and a passion for creative problem-solving. The Director of Concierge will play a crucial role in training and retraining team members as necessary, fostering a cohesive team culture, and guaranteeing the attainment of daily and weekly performance benchmarks, with a strong emphasis on customer management.
What you will do:
Leadership & Team Management:
Lead the team of doorman supervisors, fostering a culture of excellence and teamwork.
Set departmental goals and expectations for all teams, ensuring a consistent, high-quality service delivery.
Ensure that all teams are well-trained, knowledgeable, and equipped to handle various responsibilities and requests.
Operational Efficiency:
Streamline front-of-house operations to ensure smooth guest and resident transitions, timely responses, and efficient task completion.
Devise and implement strategies to refine the concierge and doorman services, optimizing resource allocation and service processes.
Scheduling & Staffing:
Manage the rostering and scheduling of doormen, concierge professionals, and doorman supervisors, ensuring optimal staffing levels across all shifts.
Develop and monitor performance metrics for all teams to ensure continuous improvement and client satisfaction.
Client Liaison & Collaboration:
Build and maintain strong relationships with facility managers and clients, understanding their unique needs and preferences, and tailoring services accordingly.
Foster close collaboration with maintenance, and other relevant departments to ensure seamless and integrated service delivery.
Training & Development:
Implement regular training initiatives for all teams, ensuring they are updated with the latest company protocols, industry standards, and service etiquette.
Design and execute a robust training program to ensure that the combined team is knowledgeable, professional, and equipped to handle a wide range of requests.
Budgeting & Reporting:
Oversee the concierge and doorman services department's budget, ensuring cost-effective and efficient operations.
Prepare and present regular performance and incident reports to senior management, showcasing improvements and areas of excellence.
Complaint Resolution & Feedback:
Address and resolve any grievances or feedback from property management, residents, visitors, and guests in a timely and professional manner.
Implement systems for gathering feedback from building occupants and use this information to refine and enhance the combined front desk services.
What you need to be successful:
Bachelor’s degree in hospitality management, or a related field preferred.
Proven experience in both doorman and concierge management roles, with a strong track record of leadership and service excellence.