Lead Concierge

Position Summary:
The Lead Concierge will serve as the primary point of leadership at the Aventura Mall Concierge Desk, overseeing day-to-day operations and guiding the concierge team. This role ensures that all services are delivered seamlessly and in line with Turnberry’s standards, policies, and best practices. The Lead Concierge will supervise staff, coordinate workflows, and elevate the guest experience, setting the standard for excellence at the concierge desk.

Essential duties and responsibilities:

• Supervise Concierge staff, by coaching and providing guidance correcting work.
• Fill in for days off, vacations, etc. for the Concierge Manager and related areas when deemed necessary.
• Follow standards and procedures for work for the Concierge and daily assignments to ensure adequate service, according to labor standards and occupancy.
• Maintain company programs and ensure service standards are met by the Concierge team.
• Assist with Concierge duties, responding to guests using standards of service, resolving guest requests, answering phone calls, etc.
• Approach all encounters with guests, team members, other departments personnel, mall management and corporate in a professional and personalized manner at the reception area and the Concierge Desk.
• Be able to perform a variety of guests requests including but not limited to gift card sales, department supply orders, answering phones, emails, covering from the front reception area, playground, slide, shuttle, entering sales, and directing guests to merchant locations as needed.
• Maintain consistent and effective flow of communication between shifts among team members, Management (Operations), Corporate (Marketing) and team members.
• Oversee inventory levels pertaining to supplies on a needed basis.
• Complete projects in a timely manner as required by the Concierge Manager.
• Assist with the gift card program if necessary.
• Assist with the supervision of the Holiday Program: Gift Wrapping station, Santa’s Set, Model Train.

Physical requirements:

• Must be able to sit and stand for a long period of time.
• Must be able to perform simple grasping and fine manipulation.
• Must be able to work indoors and outdoors
• Must be able to work weekends and Holidays, opening and / or closing.

Qualifications, Knowledge, Skills:

• Minimum 1 year of customer service experience in a high-end retail store, hotel or equivalent.
• Must be proficient in English (verbal and written), bilingual is a must and multilingual candidates preferred.
• Ability to multitask and handle pressure during busy times, while being able to maintain standards of service.
• Ability to handle cash/credit transactions.
• Strong computer skills.
• Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members and outside contacts while working under pressure meeting deadlines.