Regional Lead Concierge, Workplace Experience

Key Responsibilities:

Concierge Services and Guest Experience:

• Be a steward of providing Provide a warm, professional welcome to all employees and visitors; set standards that all concierge will follow
• Build meaningful, lasting relationships with client employees and guests for intuitive service delivery, anticipating needs and exceeding expectations
• Drive the Managemanagement of reception duties, including phone calls, scheduling, and meeting coordination
• Respond promptly and effectively to employee and visitor requests, delivering high-quality service
• Offer first-level support for AV and technology needs, both on-site and virtually; complete work orders for issues that may require additional levels of support
• Develop expertise in local amenities, attractions, and events to assist with inquiries
• Coordinate workplace events and wellness initiatives
• Conduct routine walkthroughs and assessments of the workspace and soft services delivery
• Update FAQ documents to ensure the latest information is captured for visitors to reference
• Establish protocols for welcoming visitors on sites
• Partner with the Executive Assistants on site to share relevant communications about customer visits and visitor protocols
• Develop and distribute communications to the employees on site; provide oversights and reviews on weekly communications issued by everyone on the concierge team
  
  

Regional Program Leadership and Team Management:

• Develop and implement the vision for the Experience Services program, aligning with organizational goals and client expectations
• Lead, mentor, and develop a high-performing team of concierge professionals
• Foster a collaborative environment that supports teamwork, performance excellence, and personal growth
• Ensure proper staffing, training, and resource allocation to meet service demands
  
  

Client and Stakeholder Management:

• Serve as the primary point of contact for the client Global Workplace lead regarding workplace initiatives
• Proactively develop and manage client relationships, ensuring service levels exceed expectations
• Collaborate with various stakeholders, including security, dining services, and landlords, to deliver seamless experiences
• Present reports and conduct presentations on service delivery and overall account management
  
  

Operations and Service Excellence:

• Implement and monitor service standards to consistently exceed expectations
• Collaborate with facilities management to ensure a well-maintained, efficient, and health-conscious workspace
• Document and act on feedback to continuously improve workplace experiences
• Adhere to and implement workplace Standard Operating Procedures (SOPs) and client-specific standards
  
  

Vendor and Contract Management:

• Oversee third-party vendor relationships and service partners to maximize service delivery
• Partner with soft services providers to establish and reinforce service excellence standards
• Monitor and manage supplier/service provider performance to ensure contractual obligations are met
  
  

Innovation and Continuous Improvement:

• Drive the transformation of the Workplace Team, introducing new technologies and digital platforms to enhance service delivery
• Cultivate a culture of innovation, encouraging creative solutions and continuous improvement
• Proactively anticipate needs and deliver creative solutions
  
  

Qualifications:

• Bachelor's degree in hospitality, facilities management, customer services, business, or related field (preferred)
• Minimum of 3-5 years of experience in hospitality, workplace experience services, customer service/success, and/or facility management, with at least 2 years in customer service/success roles
• Minimum of 2 years of people management experience
• Proven track record in delivering exceptional customer experiences and managing client relationships
• Excellent verbal and written communication skills (fluency in English required)
• Strong multi-tasking and prioritization abilities
• Proficiency in Microsoft Office suite and experience with workplace management technologies
• Adaptability to work in a fast-paced environment and versatility in meeting changing client needs
• Strong analytical, organizational, and administrative skills
• Experience with event planning and coordination
• Knowledge of local amenities and attractions
  
  

Work Schedule: Monday through Friday, 8:00 AM - 5:00 PM, with flexibility to accommodate occasional evening or weekend events

This role offers a unique opportunity to combine strategic program management with hands-on concierge duties, creating exceptional workplace experiences. The ideal candidate will be passionate about service excellence, innovative in their approach, and committed to fostering a culture of continuous improvement and delight in the workplace.