Lead Guest Service Agent - Chicago, United States - The Experience Group

The Experience Group

Verified Company

Chicago, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Job Title:
Lead Guest Service Agent

Pay/Hours:
$22 per hour, 32-35 hours per week

Position Overview:

As the Lead Concierge at 900 North Michigan Shops, you will be responsible for providing exceptional customer service to our clientele, shoppers and visitors.

Your primary objective is to ensure a seamless and enjoyable shopping experience, exceeding customer expectations.

As a leader in the concierge team, you will supervise and guide a group of concierge staff to maintain a high level of service and uphold the reputation of the retail center and The Experience Group.

This role requires leadership and mentorship skills, excellent communication abilities, and a passion for delivering outstanding customer experiences.

Key Responsibilities:

Team Leadership:
Lead, train, mentor and coordinate a team of concierge staff to deliver excellent customer service and meet performance targets

Customer Service Excellence:
Ensure that all concierge services meet or exceed customer expectations by providing assistance, information, and guidance to shoppers and visitors in the following areas:

Texting and wayfinding
Recommendations and reservations
Gift card sales

Visitor Assistance:
Assist shoppers and visitors with inquiries, directions, recommendations, and other requests to enhance their center experience

Problem Resolution:
Assist in the timely resolution of customer complaints or issues while maintaining a positive, professional and welcoming atmosphere

Operational Management:
Assist in supervising the daily operations of the concierge desk, including scheduling, staffing, and resource allocation to ensure adequate coverage and efficient service delivery

Collaboration:
Work closely with center management, janitorial, housekeeping, and other departments to coordinate activities, address concerns, and enhance overall center operations

Promotions and Events:
Support promotional activities, events, and special programs to engage visitors and enhance their center experience

Maintaining Facilities:
Monitor and maintain the cleanliness and appearance of the concierge desk and surrounding areas

Qualifications:

years of customer service, hospitality, retail or related role required

Ability to lead, motivate and mentor a team to achieve goals
Excellent communication and interpersonal skills
Familiarity with Microsoft Office Suite
Ability to remain calm and composed under pressure and resolve conflicts or difficult situations effectively
Flexible schedule, including evenings, weekends, and holidays, as required by center operations
Familiarity with local attractions, events, and amenities is a plus

Physical Requirements:

Remaining in a stationary position, often standing or sitting for prolonged periods.
Adjusting or moving objects up to 25 pounds in all directions
Walking short to moderate distances frequently
Navigating stairs, elevators and escalators safely

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Opportunity Employer:
We are an equal opportunity employer and committed to diversity, equity, and inclusion in the workplace.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Pay:
$22.00 per hour

Expected hours:
per week

Benefits: