Job Description
Job Summary
The role of the Onsite Manager is to offer white glove customer service while also displaying a professional and enthusiastic personality. This is an integral and highly visible role within the Onsite operations that provides Concierge service to employees at a client location. The Onsite Manager is responsible for overseeing the day to day activities of a team of Concierge Professionals at the site location. Also, responsible for motivating, coaching, training and assisting with overall development of the concierge team to ensure customer and client satisfaction. The onsite manager demonstrates professionalism at all times with internal and external stakeholders.
Job Responsibilities & Expectations of Concierge:
Consistently provide best in class customer service in a fast paced, structured environment by providing uncompromising service to employees and guests.
Greeting all arriving employee and guests with enthusiasm and professionalism
Supervise day-to-day work activities by delegating authority, assigning, scheduling, and prioritizing activities and monitoring operating standards.
Establish operating standards, implement and communicate quality improvements.
Identify and respond to our client or guest concerns.
Project an approachable and professional image at all times.
Promote meaningful relationships through engaging in informed conversation with employees and guests via face to face interaction, phone and email.
Respond to employee and guest requests in a professional, courteous and timely manner, without exception.
Collaborate on new ideas and initiatives with team members and management.
Consistently provide best in class customer service in a fast paced, structured environment.
Answering inbound calls from external customers and connect these to the appropriate corporate contact.
Responding to emails from employees to coordinate visitor arrivals
Helping with set-up and breakdown of events
Ensuring common space cleanliness
Perform general information research on products and services
Research personal travel, gift recommendations, event planning, household service requests
Maintain a general understanding of events occurring onsite and in the local area
Collaborate on new ideas and initiatives with team members and your manager
Research local hotel suggestions and make transportation arrangements
Book travel services including car and hotel suggestions and make reservations
Participate in onsite events promoting concierge services and new initiatives
Assist with coordinating relationships with local vendors to promote additional onsite services for employees such as, dry cleaning, auto detailing and massage therapy
Hit monthly targeted goals assigned by manager
Accountable for entering all documented data daily in the Circles record tracking system
Additional Responsibilities of Onsite Manager:
Accountable for ensuring the site meets performance goals and reporting requirements around Productivity, Customer Satisfaction, Content, Partnerships;
Maintain full understanding of events occurring in the corporate office and effectively communicates to the team "need to know" information
Responsible for proactively communicating to and supporting MOD's direction
Responsible for building monthly concierge schedule
Solves for On-site coverage gaps, proactively reaching out to concierge team to negotiate coverage, and as needed filling those gaps, personally when alternative coverage cannot be secured;
Responsible for ensuring staff appearance, behaviors and attitude is in line with client & Sodexo service excellence
Maintain inventory and storage of site supplies, laptops, Surface tablets, cellphones and all chargers;
Communicates with Manager of On-Site operations with daily check ins through email or phone;
Effectively communicates disciplinary issues to Manager in a timely manner to ensure proper HR policies and procedures are followed
Job Specific Competencies:
Inspires and motivates team of service professionals to work as a cohesive team Communicates clearly in verbal and written forms;
Demonstrates passion, desire and results of being an effective positive coach/coworker;
Demonstrates ability to build credible, professional relationships;
Must display prioritization skills and exercise highly effective time management skills;
Exemplifies best in class customer service in a fast paced, structured environment;
Strives to remove barriers for achievement of individual goals;
Able to manage conflict and come to common ground and initiate solutions to improve quality and productivity while monitoring and evaluating team's performance;
Effectively handles escalated customers concerns and prioritizes work effectively;
Assists with driving accountability to team members to make quality decisions and deal effectively with barriers;
Assists with developing, reinforcing and managing operational standards, policies, procedures;
Consistently maintains a level of approachability and positive image through example;
Builds constructive and effective relationships using diplomacy and tact;
Assists with training and mentoring employees to better succeed their goals;
Ensures positive work environment, continuous learning and a high quality of employment experience for team.
Requirements
Must be able to reliably commute McLean, VA
Minimum Four Years experience in Customer Service
Minium Two Years People Management Experience
Benefits
Medical, dental, vision Insurance starting the first day of the month after hire
Long term and short term disability insurance pair for by Circles
401k with match
Life insurance paid for by Circles
Unlimited PTO
Paid holidays
Access to discount programs
30 day paid sabbatical
