About the role: PBS Facility Service is in search of a Director of Concierge. This pivotal role entails overseeing and guiding a team of doorman supervisors, ensuring the delivery of top-tier services to our clients. We are seeking an individual with exceptional leadership skills, a knack for making strategic decisions, and a passion for creative problem-solving. The Director of Concierge will play a crucial role in training and retraining team members as necessary, fostering a cohesive team culture, and guaranteeing the attainment of daily and weekly performance benchmarks, 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.