Job Description

We are currently seeking a Part Time Retail Concierge to join our  Experience Management (XM) team. 

Responsibilities:  

A Retail Concierge is the primary point of personal contact for guests seeking information, service, assistance and recommendations while visiting the Property. This position serves as the primary point of engagement for guests who are seeking information to plan their shopping and dining experience. This includes staying up-to-date on the latest details for and promoting upcoming in-center and retailer events. The right candidate will have a passion for fashion, culture, food and wine, art, and music! The Retail Concierge is encouraged to not only be an expert on the property, but also on the local cultural scene! This individual will demonstrate a passion for and understanding of providing service at a VIP level to include ensuring guest expectations are not only met, but exceeded, and each experience is memorable. A Retail Concierge must be able to provide service in-person, over the phone, through email, online and digitally through a variety of social media outlets (Facebook, Twitter, Internet, and Apps).  

Specific Job Functions:  

Guest Services

• Takes great pride in offering helpful, friendly service at all times   

• Greets and assists all guests and property personnel in an efficient and courteous manner  

• Defines, communicates, and maintains high standards of guest service at all times  

• Provides a luxury lifestyle experience for all t he property guests as they visit the Center or reach out via phone, email, or digital channels  

• Maintains a strong knowledge of offerings at the property and can guide guests to appropriate merchandise , dining options, gift ideas, etc.  

• I nforms and suggests opportunities to engage guests in c enter-wide retailers, events, theatre, spas and restaurants available at or around the property   

• Performs services requested including reservations for dining, travel, entertainment, rentals, gifts, sporting events, etc. This may require running errands away from the Concierge Desk at the Center or light event planning  

• Supports and promotes all property programs and events  

• Anticipates the services sought after by ascertaining the mood and style of the guest; identifies solutions before being asked  

• Actively researches shopping, dining, experiential trends to ensure The property is able to provide guests with services both expected and unexpected  

• Builds professional networks within the guest base and community to enhance knowledge and services currently being offered   

• Responds to guests via phone, email, property website, Facebook, Twitter, and other social media outlets  

• Corresponds with guests who require follow up or solutions  

• Participates in and successfully completes all training programs.  

• Maintains the ambiance, style and cleanliness of the Concierge Desk ensuring all brochures, and literature are stocked at all times  

• Tends to other administrative duties as assigned  

Marketing Assistance

• Creates property marketing collateral which may include newsletters, signage, e-blasts, social media posts, etc.

• Develops strong working relationships with building management, tenants, other building service providers, retailers, restaurants, hotels, and other area businesses  

• Acts as a property ambassador within the Center and local community to promote The property’s services, amenities and events  

• Partners with the on-site property management team, including carrying out marketing and service initiatives and goals, including promotional and rewards programs for mall guests  

• Assist in coordinating special events and programs to support merchandising efforts to the level necessary as outlined in the strategic plan; work with retailers to involve them as appropriate

• Assist in maintaining digital media programs and website (as applicable)

Job Qualifications, Education and Experience:  

• Bachelor’s degree or equivalent work experience  

• Two or more years of previous high-end retail, fine dining, or VIP hospitality  

• P rior experience with luxury hotel, retail or restaurant “front of house” guest service required  

• Previous community involvement or networking experience is preferred  

• Passionate about providing exceptional service and interpersonal relationships  

• Thinks creatively to resolve all customer concerns, and anticipate their interests in services, amenities,   programs & events while visiting the property  

• Communication clearly, concisely, and effectively in verbal and written form  

• Has flexible working hours and a proven record of dependability and punctuality

• Physical work requirements/conditions – Walking the property up to several times per day; event set-up/tear down – some lifting required

• Appears polished and professional and consistently adhere to company dress code and grooming guidelines  

• Follows all policies and procedures set forth in JLL and client handbooks  

• Possesses strong working knowledge of Microsoft Outlook, Facebook, Twitter, Internet, App based programs  

• Able to listen and react quickly to guests ’, tenants ’, and retailers’ requests  

• Able to work as part of a team in a collaborative way  

• Required to frequently sit, talk and hear  

• Able to use a computer, iPad, cell phone, access Facebook, Twitter, and Apps frequently each day  

• You’ll have a proven track record of results as we’ll expect you to act decisively, think big, and manage your time to meet deadlines in a fast-paced, high-volume environment. Most importantly, you’ll want to contribute to a diverse, supportive, and talented team  

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