The Concierge Supervisor will assist in the effective and efficient running of the day-to-day operation of the department. The Concierge Supervisor will be responsible for leading, developing and coaching a diverse team of Concierge colleagues exceeding the department’s goals for Residents and colleague satisfaction.
The Concierge’s primary responsibility is to assist residents and Visitors with any inquiries, mail, messages and requirements they may have concerning their residence. In short, the Concierge aims to assist with almost any plans or arrangements, the resident or guests intends to make; the Concierge are also responsible for receiving and distributing parcels and correspondence for both residents and visitors. The Concierge Supervisor will ensure this is carried out to the highest standard.
A coaching nature and empathetic approach to leadership and relationship building, positively impacting colleague and guest experience by taking an active interest in our colleagues welfare, safety and development.
· Positively impacts colleague relations within the department through ongoing performance management, coaching, recognition and communication meetings
· Responsible for maintaining and enhancing staff morale through harmonious working relationships.
· Dynamic member of the Concierge Leadership team and ensures strong departmental representation on committees and at activities.
· Provide courteous, professional service and maintain a good working relationship with the departmental colleagues and all other departments within the property.
· Lead the Concierge Team:
o Create a working environment that supports the STRIVE brand culture
o Communicate departmental and business objectives
o Ensure induction and Training programmes are carried out
o Perform Appraisals and colleague discussions
o Coach and train the team
o Increase recognition and reward
o Participate in Departmental meetings and Supervisor Meetings
o Review Resident move in/out on a daily basis and schedule move in briefings accordingly
o Attend or delegate attendance to all operational meetings
o Deliver daily briefings and ensure handovers are carried out on each shift
o Ensure audits are carried out to review performance of standards, with feedback and continuous improvement feeding into SOP handbook
o Completion and use of Resident profiles
o Check consistent use of logs; and ensure shift routines are check listed to raise consistency
o To assist subordinates during peak periods
o Submit accurate occupancy reports
o If and when necessary cover a shift
o Be a liaison between line staff and management
o Create, update and maintain monthly reports and occupancy reports
o Scheduling of Employees and necessary changes in case of reported sick or other reasons for absence
o Complaint handling
o Cash handling
o Enforce building rules by issuing breach letters and necessary follow up
o Communicate with Community Manager as necessary
o Post notices, relevant to the building