Assistant Concierge Manager

Job Description

Assistant Concierge Manager - Avalon at Jamestown

The Assistant Concierge Manager will interact with internal and external guests and residents of Avalon, providing unparalleled service to create a seamless experience for all customers. They will service customers both on the phone and in person, answering inquiries and maintaining broad knowledge across many areas. The position provides leadership support, assists the team, trains and coaches ambassadors, and enforces all policies and procedures.

• High School Diploma, AA. Degree preferred, or equivalent work experience.
• Excellent communication skills – verbal and written.

• Utilize all resources available to ensure full knowledge and understanding of the property to provide an exceptional service experience for our guest.
• Identify and fully develop the inventories of services provided to guests and residents of Avalon.
• Assist with overseeing the “surprise and delight” offerings to guests of Avalon by coordinating the Concierge responsible portion of hospitality.
• Develop relationships with Avalon retail, office tenants, and residential communities. Leverage these relationships to build loyalty to Avalon and devoted fans of the services offered through Club Avalon.
• Provide leadership support for the Concierge team; including training and ongoing coaching as needed.
• Coordinate customer, guest, and resident’s needs with other departments as required, ensuring a seamless guest experience.
• Assist with managing Club Avalon Black Card program, communicating benefits of the program to all guests and coordinating monthly events for members.
• Prepare supply and equipment orders for the Concierge booth and Concierge team, to be approved by the Concierge Manager.
• Ensure uniform guidelines are always adhered to by Concierge members; clean and pressed and worn in the appropriate manner.
• Assist the Concierge Manager and Management office in special event planning.
• Facilitate daily line‑ups with all operational departments.
• Develop and retain the best Experience Makers that make up the Avalon Concierge team.
• Assistant Concierge Manager will work scheduled shifts in Concierge in addition to scheduled meetings.

• Able to lift up to 35 pounds.
• Standing up to 8 hours a day in an outdoor environment.
• Walking for up to 8 hours a day.
• Stooping.
• Bending up to 4 hours a day.
• Working outdoors for up to 8 hours a day.
• Ability to climb ladders and stairs.
• Must be able to work in a fast‑paced environment, always maintaining professionalism.
• Ability to multi‑task and work well under pressure.
• Excellent customer service experience in hotel, retail or restaurant setting.
• Organized, detail‑oriented self‑starter, able to work independently and part of a group.
• Must be flexible and able to work weekends, nights and holidays to support shopping center peak hours of operation and Concierge team needs.

• Computer.
• Microsoft Office Suite.
• General Office Equipment.

• All computer applications and hardware related to performance of the essential functions of the job.

• Conflict Management Resolution.
• Organizational and interpersonal skills.
• The ability to meet deadlines; accomplish work in order of priority; professionally maintain composure & effectiveness under pressure and changing conditions.