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Event Concierge

  • Location: New York, NY
  • Job Type: Direct Placement
  • Ref No: 19-06372
  • Date: October 25, 2019
  • Job title:
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Job Description - Event Concierge

The Event Concierge is the primary point of contact for all client needs, and works to help deliver an excellent customer service and premium brand experience for clients. They are responsible for filtering requests to necessary business units and ensuring timely follow up, providing first-person resolution and expedited response times. This role is an extension of the client's staff and also serves as the primary onsite contact for clients hosting smaller meetings.



Responsibilities



Guest Relations

  • Address guests' service needs in a professional, positive, and timely manner
  • Assist other employees to ensure proper coverage and prompt guest service
  • Thank guests with genuine appreciation and provide a warm welcome and a fond farewell
  • Actively listen and respond positively to guest questions, concerns, and requests to resolve issues, delight and build trust
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible (Good Morning, Good Evening, etc.)
  • Provide assistance to individuals with disabilities within guidelines (escorting them when requested, moving objects out of the way)
  • Engage guests in conversation regarding their visit, companies services, anecdotes, and history

Communication

  • Speak to guests and co-workers using clear, appropriate and professional language
  • Talk with and listen to other employees to effectively exchange information
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
  • Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property
  • Exchange information with other employees using electronic devices

Working with Others

  • Communicate with guests, other employees, or departments to ensure guest needs are met. Support all co-workers and treat them with dignity and respect
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
  • Partner with and assist others to promote an environment of teamwork and achieve common goals
  • Develop and maintain positive and productive working relationships with other employees and departments

Quality Assurance/Quality Improvement

  • Ensure all public areas are clean including that leftover catering items are removed promptly
  • Ensure the business center is fully functioning at all times and in order (paper filled, workstations neat). In the event repair is needed, phone the company to assist and email relevant updates to company employees
  • Comply with quality assurance expectations and standards

Qualifications

Knowledge and Experience

  • Bachelor's Degree required
  • 1+ years of related work experience
  • Effective communication of products and services offered
  • Strong relationship management skills
  • Strong communication skills
  • Strong problem-solving skills
  • Strong client and associate relation skills
  • Ability to use standard software application systems
  • Flexibility
  • Initiative
  • Problem-solving capabilities
  • Stress Tolerance
  • Positive Demeanor
  • Integrity
  • Decision Making
  • Interpersonal skills
  • Customer Service Orientation
  • Multi-Tasking
  • Time Management
  • Planning and Organization
  • Detail Orientation

 




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