Workplace Experience Associate - SPS-North America

Job Title: Concierge Associate  

Reports To: The Concierge Associate will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership. 

Job Overview: 

The Concierge Associate provides exceptional office and front of office services. As the first face and first impression for SPS offices, including many clients, guests, and vendors, the Concierge must maintain an engaging, helpful, can-do, resourceful, and confident demeanor while ensuring the quality and efficiency of the lobby and front desk experience for building guests. 

Overall, this position continuously offers the highest level of service to all clients and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service. 

Duties and Responsibilities: 

• Provides 5-star customer service to all employees (in all forms of communication). 
• Welcomes guests, receives and catalogs guest information, and orients new clients. 
• Represents SPS and our clients positively in all interactions (in person, on the phone, and over email). 
• Oversees the quality of the lobby concierge experience while demonstrating a spontaneous desire to assist others and provide excellent service. 
• Exhibits a courteous and gracious personality even in stressful situations. 
• Keeps building secure by receiving guests and contacting associated client host, coordinating with Building Security, and managing access levels for clients. 
• Troubleshoots issues related to access cards, turnstile, and traffic flow. 
• Fields questions about bike storage, mail room, loading dock, and other common inquiries. 
• Directs requests to building maintenance, SPS staff and clients. 
• Collaborates with other members of the team who are also responsible for the front desk experience, including cross training other staff on how to effectively handle the day-to-day operations. 
• Greets and opens the doors (when applicable) for residents, tenants and guests. 
• Responds to all requests in a courteous, professional manner at all times. 
• Answers the front desk phone. 
• Arranges for car/limo services when requested.
• Assists with restaurant menus, reviews, recommendations, and reservations. 
• Provides directions for parks, restaurants, airports, etc. 
• Maintains control of all keys, including the logging of keys in and out. 
• Announces all visitors to the clients and tenants. Keep all visitors at the front desk until. permission is received from the unit resident/tenant. Exhibit a positive and professional attitude. Be kind and helpful to everyone. 
• Escorts/assists tenants to and from cars, lobby areas, etc. 
• Proactively assists with packages and groceries. 
• Provides additional level of security for the complex.
• Assists with dry cleaning. 
• Takes resident requests for maintenance services and completes the required documentation. 
• Prevents unauthorized written and verbal solicitations throughout the building. 
• Takes control of the lobby and monitors cameras and the entranceway. 
• Maintains a clean and pleasant environment. 
• Secures all packages, deliveries, and other appropriate items at the designated area. 
• Monitors use and return of carts. Keep appropriate records in the logbook. 
• Logs in all contractors. Notify the superintendent of any contractors or repairmen in the building.
• Proactively seeks out additional work during downtime. 
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees. 
• Trains back-up and provides guidance on policies and procedures. 
• Determines what additional support is needed when handling sensitive inquiries. 
• Provides exceptional customer service to client. 
• Provides reception or concierge (front of office) or mail/office services (back of office) coverage as needed. 

Competencies: 

• Strong verbal and written communication skills. 
• Excellent customer service skills. 
• PC skills MS Office Suite experience. 
• Ability to handle multiple tasks simultaneously. 
• Good organizational skills. 
• Possesses ability to work independently and capable of completing projects. 
• Ability to determine correct method and packing material as well as validate packing slips for accuracy of incoming and outgoing materials. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required.  
• 1-2+ years prior work experience preferred. 
• Ability to work assigned work hours determined by manager.  
• Excellent organizational and time management skills. 
• Analytical abilities and aptitude in problem-solving. 
• Superb written and verbal communication skills. 
• Current knowledge or ability to learn computer-based systems required for functions of position. 
• Required to maintain an overall professional appearance and attitude. 
• Adhere to all policies and procedures required. 

Physical Demands: 

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Ability to lift or move 40 lbs. or greater frequently. 

Travel: None or Negligible 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.