CORPORATE CONCIERGE

Job Summary

The Corporate Concierge role is designed to provide high-level, personalized service to both internal employees and external guests, with an emphasis on external clients and VIP guests. This person will have a strong focus on luxury and seamless experiences. This individual will be a first point of contact, offering expertise on local attractions, coordinating transportation, and ensuring the smooth operation of building amenities and services. A key aspect of this position is anticipating client needs, providing tailored recommendations, and delivering an exceptional guest experience from arrival to departure. The Corporate Concierge will partner with various departments and external vendors to ensure flawless execution of all services, making them a vital part of the organization’s success in offering a world-class, welcoming environment.

Job responsibilities
* Serve as a liaison with internal vendors to ensure timely resolution of issues.
* Establish and maintain partnerships with local restaurants, hotels, and visitor centers, staying informed about events and happenings within Pittsburgh.
* Coordinate all transportation needs, including local taxi services, car services, and train tickets when applicable.
* Confidently communicate building amenities and services to employees and visitors including dry cleaning and shoe shining services.
* Actively promote and upsell the conference center, highlighting its ability to host meetings and transform spaces for events.
* Facilitate communication between support departments and act as a bridge for smooth operations.
* Seamlessly assist visitors through the badge process, paying close attention to detail.
* Provide personalized service by meeting clients and VIPs upon arrival and escorting them throughout the building, ensuring an exceptional experience.
* Offer tailored recommendations for dining and local attractions, serving as a knowledgeable resource for clients and external guests.
* Deliver luxury services while strictly adhering to corporate protocols and procedures.
* Anticipate and address client needs, especially for returning clients, by preparing for their specific wants and preferences before their arrival within our reservation systems Proxyclick and EMS.
* Act as the first point of contact in the lobby, ready to address any issues or concerns that may arise. Ensure all issues are communicated to all employees where necessary.
* Other duties as assigned.

Long Description

Key Competencies
Client Care
* Greeting all guests/ visitors, ensure eye contact is made within 10 ft. of entrances.
* Greeting internal and external clients with a smile, acknowledging them promptly, using the agreed welcome "Good Morning/Good Afternoon "
* Working in tandem with team members and other building personnel, always ensuring smooth transitions at each stage of guest’s journey.
Team Work and Communication
* Communicate effectively with peers and Manager, displaying accuracy and attention to detail both in verbal and written communication.
* Maintaining a strong awareness of business activity and communicating all updates with your team members.
* Communicating effectively with team members and passing on necessary information to colleagues that may arise during the escorting process.
* Providing assistance according to business needs e.g. lunch cover, callouts, and general support.
* Supporting the training of new associates and completing checklists accordingly.
* Taking part in the cross-training program which covers all areas of the department, when available.
Building and History Knowledge
* Maintaining basic knowledge of history of building and surrounding areas.
* Maintaining basic knowledge of shops, restaurants, and attractions.
Personal Presentation and Responsibilities
* Maintaining a professional, polite, and considerate manner at all times.
* Adhering to uniform and presentation standards as per the dress policy.
Working Environment
* Maintain a clear, presentable working area at all times and report all maintenance faults/hazards and cleaning requests to the appropriate personnel. Monitor progress to ensure issues are promptly rectified. Escalate to your Supervisor as necessary.
Policies and Procedures
* Adhere to the Company and the building’s policies and procedures.
* Abide by all Security policies and procedures, including access restrictions, Fire and Life Safety information.
* Comply with the Lobby Services Standard Operating Procedures (SOP) Manual and keep up to date with new information issued. Familiarize yourself with the site-specific SOPs. Maintain SOPs as ‘living’ document.