TITLE: Concierge ('Goodcierge') Team Leader REPORTS TO: Core Hospitality Services Manager + Building Manager START DATE: Immediate LOCATION: Yirranma Place, 262 Liverpool St, Darlinghurst NSW 2010 HOURS: Full time - some flexibility will be required to deliver this role
The Concierge (“Goodcierge”) Team Leader’s role is key to the guest experience at the Paul Ramsay Foundation HQ. The building itself also operates as a coworking space for Not-for-profits and social enterprises. This role manages the growth, training and development of the Concierge team, ensuring that training is kept to the highest standard.
The trainees are employed through Two Good Co's flagship ‘Work Work’ employment pathways program, hiring women from the shelters we serve and empowering them to re-establish their self-belief and independence, while bridging the ‘love and skills’ gap in their journey to re-entering the workforce after living in crisis.
General day to day duties for internal and external guests includes reception, wayfinding and administration. With a core value of Two Good being that ‘Small things matter most’, the Concierge Team Leader will amplify this value and ensure its delivery through the Goodcierge service - particularly in the way of creating and sustaining relationships with our building clientele.
This role will oversee the Goodcierge team, encouraging them to always provide thoughtful service delivery by acknowledging and ensuring that everyone who comes through the doors will be greeted and treated with equal levels of care and attention.
You will be a passionate people leader and develop our staff, whilst maintaining excellent communication with the core team. The position allows the freedom for empowering your team, whilst ensuring systems and procedures of the building are maintained.
Your responsibilities include, but are not limited to:
Live and breathe the Two Good and Paul Ramsay Foundation values.
Ensure Two Good’s values are being upheld through service delivery and team leadership on a daily basis.
Facilitate key functions of Two Good’s employment programs at Darlinghurst working closely with the Culture and Social Impact team
Complete all monthly program assessments and deliverables to a high standard
Develop training, systems and procedures to ensure best in class Concierge practice
Train program participants in customer service and front of house skills.
Greet external clients in a welcoming and personalised manner, guide them through the visitor registration system; ensure meeting hosts are informed of their guests arrival and escort guests to the meeting space/s
Develop relationships with key stakeholders and a sense of trust within the building.
Ensure the established high standards of presentation within the office, reception and meeting spaces are maintained, including conducting regular inspections
Work with the Building Manager and Core Hospitality Services Manager, to oversee the day-to-day reception, function service delivery and office operational needs
Administrative tasks eg keeping the manual updated and relevant, logging, daily reporting to Building Manager, pass audits.
Handle competing priorities
Respond quickly to changing requirements
Contribute to the development and implementation of processes and procedures that drive innovation, client satisfaction, and operational efficiencies
REQUIRED SKILLS + EXPERIENCES
Experience working in a premium hospitality environment such as five star hotels and/or corporate concierge service and events.
General computer literacy
Passion for delivering outstanding customer service
Experience in engaging with business leaders, VIP Clients and busy career professionals
The ability to work in a dynamic, fast paced environment, whilst maintaining composure and delivering outcomes of the highest quality
Exceptional attention to detail and a high standard of presentation
Excellent verbal and written communication skills
Experience in mentoring roles or training
Experience with the not-for-profit sector
For more information or to apply, please send your cover letter and resume detailing your experience to firstname.lastname@example.org , with attention to Jo Rosenberg (also available through the link below).