About the role:PBS Facility Service is insearch of a Director of Concierge. This pivotal role entails overseeing andguiding a team of doorman supervisors, ensuring the delivery of top-tierservices to our clients. We are seeking an individual with exceptionalleadership skills, a knack for making strategic decisions, and a passion forcreative problem-solving. The Director of Concierge will play a crucial role intraining and retraining team members as necessary, fostering a cohesive teamculture, and guaranteeing the attainment of daily and weekly performancebenchmarks, 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 deliveringoutstanding front-of-house services that elevate our clients' facilities andenhance the overall experience for residents, visitors, and employees.