The Lead Concierge supervises a team whose main objective is to ensure our residents are well looked after from the start. They ensure that their team of Concierge professionals provide an impeccable first impression of the community, and are dedicated to accommodating customer requests from the ordinary to the extraordinary. With local knowledge and insights the Concierge Team does wonders to enhance customer experiences, making their time at the community much more enjoyable. Success for a Lead Concierge is defined by providing the ultimate experience to every customer, and leading a Concierge team to do the same.
The Lead Concierge will personally perform the following duties, and ensure that the Concierge Team also performs these duties:
Enhance the resident experience by creating and maintaining a warm, inviting, and professional environment.
Welcome current/prospective residents and their guests with courtesy, poise and professionalism (stand, greet, eye contact, firm handshake, etc.).
Personalize each interaction to maximize the customer experience.
Anticipate the needs of our customers and seek creative ways to exceed expectations.
Manage all incoming inquiries and warmly transfer to the appropriate party.
Act as liaison between customers, guests, and JBG SMITH associates.
Actively seek ways to resolve issues or concerns with customer and business needs in mind.
Diffuse and redirect difficult situations while maintaining decorum; apply common sense and judgment to work problems.
Build a sense of community such that residents feel comfortable and “at home.”
Adapt to constantly changing situations and personalities, ensuring quality service to all customers.
Project warmth, care, and concern for all, along with proper etiquette.
Maintain an organized and inviting front desk.
Complete all paperwork correctly.
Process/sort incoming mail.
Complete all data entry/computer requirements accurately on a daily basis.
Proofread and review all documents and reports to ensure error-free work.
Organize and coordinate work.
Other duties as assigned.
Assemble a motivated Concierge team with a strong service ethic.
Facilitate employee orientation.
Instruct and advise Concierge staff of company and property procedures and guidelines.
Develop team through on-the-job activities and ensure they participate in all required training programs.
Effectively delegate/supervise/prioritize day-to-day operating tasks of staff.
Direct weekly team meeting or communication to enhance performance and effectiveness.
Assist Property/General Manager in creating and facilitating annual performance evaluations of the front desk staff.
Associate’s Degree, or equivalent work experience
Two to three years of experience in high-end customer service environment, preferably in highly visible position such as Concierge, Front Desk Associate, or Guest Services Representative in hospitality or property management
Prior supervisory experience (direct or indirect) is required
Savvy computer skills, including the ability to maneuver internet searches
Stellar phone etiquette as well as exceptional verbal and written communication skills
Prior administrative experience (i.e. answering phones, data entry, drafting written communications, taking messages, etc.)
- Respect, honesty, and integrity
- Professional presentation
- Calm under pressure
- Passion for service
- Strong work ethic
- Commitment to teamwork
- Adept at listening to others
- Dependability and adaptability
JBG SMITH is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without discrimination on the basis of race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, genetic information or any other protected class, in accordance with applicable law.