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.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and the capacity to handle challenging situations with professionalism.
• A commitment to continuous improvement and exceeding client expectations.

Join our team and play a vital role in delivering outstanding front-of-house services that elevate our clients' facilities and enhance the overall experience for residents, visitors, and employees.