Concierge

JLL - Bellevue, WA

Position Summary:

OVERVIEW
The Concierge is responsible for providing exceptional, “6-star” customer service, information and referral resources for the customers, visitors, merchants, office employees and vendors of The Bravern.

ESSENTIAL FUNCTIONS

Maintain the two concierge desks on level two of Buildings One and Two.
Answer primary shops at The Bravern phone calls.
Gather daily site event, and restaurant reservation information, prepare event sheet and distribute via e-mail, hand carry to valets.
Maintain the following concierge programs and services; restaurant reservations recommendations, hotel reservations and recommendations, on-site tours, complimentary airline web check-in, coat and package check, parking and valet/taxi coordination, courier services, resource guides for local services, lost and found (in conjunction with security), wheelchair and stroller service (in conjunction with security), event management assistance, special events and theatre tickets, travel information, tourism information, parking validation, postal services, floral services, umbrellas, personal shopper recommendations.
Dispatch work orders to engineering and janitorial staff.
Assist in the inventory and maintenance of all necessary concierge desk amenities.
Assist in assigned marketing functions and distribute marketing promotional items as requested.
Provide support for all events that occur at The Bravern.
Assist the Lead Concierge in addressing The Shops at The Bravern e-mails
Greet and welcome customers, visitors, merchants, office employees and vendors of the buildings and shopping center, in doing this make everyone who “touches” The Bravern feel special.
Assist customers, visitors, merchants, office employees and vendors with directions to shops, restaurants, services, tenant suites, and answer questions about the shopping center, office building, facilities or amenities.
Provide information or referrals to available area amenities i.e. restaurants, shopping, services, lodging, dry cleaning, florists, activities etc. ALWAYS focus first on those amenities offered at The Bravern (keep customers eating, shopping and enjoying the services The Bravern has to offer).
Place orders or make reservations for services i.e. restaurants, services, taxi / town cars, flowers, or tickets.
Assist with special events featured in the restaurants, shops and services on-site as well as local events and community-service activities.
Oversee and monitor Great Room/Lobby areas.
Communicate with shops, restaurants and services via e-mail, phone, and in person, regarding their requests or orders.
Constantly research new merchandise, menu items, services and events offered internally at the shops, restaurants and services at The Bravern as well as in the local community, to provide up to date information and excellent customer service.
Actively participate in all emergency operations of the building.
Unwrap, tag and distribute umbrellas, retrieving from neighboring buildings as needed.

SECONDARY FUNCTIONS

Provide back-up on management office phones, as needed.
Provide back-up for security, as needed.
Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

Exceptional customer service and interpersonal skills, including the ability to deal effectively with a wide variety of people, and to respond appropriately to employee, customer/visitor complaints and requests.
Friendly, outgoing personality and professional demeanor (well groomed, cheerful, pleasant tone of voice).
Ability to research, locate, organize and retrieve resources and information relating to customer needs/requests, and to lead others in doing the same.
Ability to work independently, deal with interruptions and to successfully manage multiple tasks.
Creativity to solve new or unique problems.
Excellent communications skills, including face to face, e-mail and written correspondence.
Have current knowledge of upcoming internal and local events and new and existing merchant offerings and services.
Working knowledge of running basic office machines and computer software (Microsoft Office Suite: Word, Excel, Office, Outlook, etc.) and use of the Internet.
Ability to use Twitter and Facebook and other social media channels.
Ability to cope with and diffuse situations involving angry or difficult guests.
Ability to maintain flexibility and creativity in a variety of situations.
Ability to maintain confidentiality.
Strong problem solving skills, self-direction, and judgment
Knowledge and experience in using Microsoft Windows, Office, and Outlook

EDUCATION AND EXPERIENCE

High school education or equivalent required.
Associate of Arts or Bachelor’s Degree preferred.
One to two years of concierge, general office, receptionist or customer service experience.

CERTIFICATIONS AND LICENSES