Boston Properties Limited Concierge Desk Supervisor in Boston, Massachusetts

Job Description

Concierge Desk Supervisor (Prudential Center)

Primary Purpose of Position:

Support the Customer Service Manager in the supervision of the Concierge Desk while providing customer service to retail customers, visitors, employees, and tenants of the Prudential Center.

Essential Functions:

Management

  • Provide a leadership presence at the Concierge Desk and supervise the daily activities and workloads of 5 to 8 part-time Concierge Representatives. Position will be based at the Concierge Desk.

  • Oversee the day-to-day operations of the Concierge Desk including staff development, staff scheduling, supply stocking, cash management and staff supervision.

  • Manage and supervise specific tasks delegated by Customer Service Manager and Marketing Manager including: updating center signage, organizing convention schedules and traffic reports, coordinating office tenant welcome materials, providing special event assistance, and providing exceptional customer service to guests who visit the Concierge Desk.

  • Support Customer Service Manager in the recruitment and training of Concierge Desk representatives in compliance with Boston Properties guidelines, to maximize Concierge Desk and staff potential.

  • Act as lead in monitoring and training new hires, updating training materials as necessary, and motivating representatives to achieve annual goals.

  • Monitor the customer service experience to ensure proper distribution of information from Concierge Representatives.

  • Ensure that all Concierge Desk initiatives and representative annual goals are met and complete.

  • Attend and participate in pertinent meetings including, but not exclusive to, weekly retail staff meetings, weekly marketing meetings, annual retail meetings, and quarterly Concierge staff meetings.

Marketing

  • Act as a liaison and a source of information between all shoppers, visitors, store employees, office tenants, Center vendors and Prudential Center Management Staff.

  • Assist Customer Service Manager with outreach to area hospitality professionals, attending industry events and meetings as needed.

  • Support Marketing Department by assisting with the execution and implementation of retail/office/tourism related marketing, events, promotions, and social media communications as delegated by the Marketing Department.

  • Increase visibility and productivity of the center through positive relations with retail shoppers, visitors, store employees, office tenants, hospitality professionals and Prudential Center Management.

Operations

  • Enhance tenant relations by corresponding with retail managers on a regular basis and communicating all comments, needs and initiatives to Prudential Center Management.

  • Enforce cash handling and deposit policies.

  • Coordinate and document all requests for group performances in the Center, create and distribute the necessary legal paperwork, and manage day-of logistics.

  • Oversee scheduling and documenting of the Concierge desk display case, create and distribute the necessary legal paperwork.Maintain the Concierge Desk condition so to maximize efficiency, productivity and organization of customer service programs and initiatives.

Non-Essential Functions:

Requirements and Qualifications:

  • BA/BS required.

  • Previous supervisory experience required.

  • A minimum 2 years of previous face to face customer service experience preferred. Retail and/or hospitality experience preferred.

  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.

  • Proficiency in business use of social media platforms, including Facebook, Twitter, and Instagram.

  • Excellent oral and written communication skills.

  • Professional in demeanor and appearance.

  • Ability to simultaneously handle multiple priorities and tasks.

  • Adept in handling difficult personalities in various situations.

  • Flexibility with work schedule as work on nights and weekends is required.

Physical Requirements:

  • Involves standing and sitting for various lengths of time to answer customer questions and/or answering phones.

  • Occasionally required to lift and/or move up to 25lbs.

  • Involves walking and touring in and around the general vicinity of the Prudential Center and surrounding neighborhoods.

  • Involves movement between departments to facilitate work.

ID 2018-2156

Department Property Management

Type Regular Full Time

Building City & State Boston, MA

Standard Hours 40

Boston Properties is an Equal Opportunity & Affirmative Action Employer.

Boston Properties is an Affirmative Action and Equal Opportunity Employer. We are committed to fair and impartial treatment in all of our relations with employees, as well as applicants for employment, to recruit, upgrade, train, and promote in all job titles without regard to race, color, gender, gender identity or expression, sexual orientation, religion, age, national origin, disability, marital status, protected veteran status, genetic information or any other legally protected characteristic.