Concierge - Lenox Square Mall

This position serves as an ancillary amenity to properties that have been identified as having a dense base of premium shoppers who will benefit from having an onsite concierge. He/she, concierge, will do whatever is necessary to ensure an easy and pleasant shopping experience for their patrons and an unmatched level of customer service to additional mall shoppers.

Comparable to a hotel concierge, American Express concierge or high-end doorman, a concierge team member establishes a vibrant and exciting mall experience for their patrons. Equipped with the ability to solve issues for valet and non-valet patrons alike, this role is charged with creating a valuable element of service to guests by anticipating their needs as they arise. Assisting with doors, cabs and transportation and merchandise or luggage are not beyond the scope of this role. Simply put, we are looking for ways to ‘wow’ a patron. Additionally concierge will assist with dinner reservations, movie tickets, ordering flowers, checking coats & umbrellas, handling mall appointments and announcing arrival to retail managers and staff. Finally, a concierge team member will seek out additional amenities and services to become essential to their success and their patrons’ mall experience.

The concierge will create, expand, service, and maintain a database of qualified ‘elite status’ recipients for their respective center. These elite patrons will be selected through various methods for participation in the program for the property. As a member of the concierge program, practically no request is too much for the concierge to oblige, provided the request satisfies both moral and legal upholding.

Key to Success:

• Intuitively engage patrons who have elite status with accurate perception and understanding of patron’s desired level of interaction

• Acting with discretion as to when to approach or remain as a host, side-kick, friend or ghost

• Enjoy exploring and finding ways to create an atmosphere of excellence via daily interactions with members and non-members

• Facilitate regular contact with target elite patrons through building a database and remaining present at posting station

• Circulate regularly throughout the property and build relationship with top retailers and their associates

• Building relationships and developing ‘inside’ access for certain restaurants, events, etc.

• Actively assess and identify valet customers to determine program invitation elite status, giving close attention to frequency of visits, volume of purchases, etc.

• Provide thoughtful and pertinent contact with members via various collateral

• Reporting as requested on key performance indicators as noted for each individual property

• Effective use of social media in a professional manner to create a following

• Sharing key learnings with multi-site team of concierges

Requirements:

Qualifications / Characteristics:

• Sociable, discreet, responsible, prompt, organized, professional hygiene and courtesy to all gender and ethnicities

• Excellent interpersonal and communication skills commensurate with the mall’s market and clientele

• Ability to be polite, flexible and accommodating in high stress situations; multitasking and time management skills; ability to remain pleasant and accommodating through multiple interruptions

• Ability to listen to guests’ needs and evaluate, interpret and anticipate solutions

• Ability to effectively communicate directly with high end retailers as well as elite clientele

• Must be knowledgeable about the mall, its tenants, its surroundings, the city, special events, etc.

• Tobacco-free during work hours