Concierge Supervisor

The Grove
Operations – Concierge /
Full-time Hourly /
On-site
The Concierge Supervisor is a guest-facing position who will lead a team of Concierge Ambassadors by example to ensure a five-star, high-quality guest experience. This position is dedicated to ensuring unparalleled service in all interactions for valued guests. This includes service via phone, email, and in person. Must be able to multi-task, track and resolve issues to completion, and exhibit professionalism consistently basis. Manages the collection of guest feedback, Concierge tools, and amenities, and ensures a timely response with proper communication of feedback to Property Management. The position will provide leadership support and assistance to the Concierge team, train and coach staff as needed, and enforce all Caruso policies and procedures. Must demonstrate willingness and ability to shift priorities as needed. Must be an organized, proactive self-starter, able to research and problem solve, while always maintaining excellent judgment and ethics.

ESSENTIAL FUNCTIONS:

    • Serve as a point of escalation for customer inquiries, concerns, and feedback, resolving issues promptly and effectively in alignment with established protocols
    • Collaborate with the Concierge Manager to develop and implement strategies for enhancing the guest experience and promoting local attractions, events, and amenities
    • Maintain a thorough understanding of the Los Angeles hospitality landscape, including key attractions, dining options, cultural institutions, and entertainment venues
    • Foster positive relationships with retail tenants, service providers, and community partners to facilitate seamless coordination and collaboration in delivering exceptional service to guests
    • Conduct regular performance evaluations and provide constructive feedback to concierge team members, recognizing achievements and addressing areas for improvement
    • Uphold the highest standards of professionalism, integrity, and customer confidentiality in all interactions with guests, tenants, and stakeholders
    • Collaborate with the Concierge Manager to analyze guest feedback, visitor data, and market trends to identify opportunities for service enhancement and innovation
    • Communicate and document any tenant/guest compliments, complaints, or additional feedback and provide follow-up to solve these issues
    • Reconciliation of sales, including managing daily deposits as needed. This involves Gift Card and Special Event Deposits
    • Schedule responsibilities
    • Execute charitable requests, surprises and delights, and guest experience
    • Ensure Concierge Ambassadors always adhere to uniform guidelines including name tags
    • Execute uniform inventory monthly and review with the Concierge Manager
    • Assist in managing all holiday activities including Santa House/Bunny Bungalow staffing and sales, and any additional staffing for all Caruso events portfolio-wide
    • Coordinate customer and guest' needs with other departments as required, ensuring a seamless guest experience
    • Resolve any Caruso Signature guest issues as they arise
    • Participate in the MOD program
    • Understands and adheres to Caruso standards
    • Responsible for keeping knowledge current regarding property information, events, changes, etc., and commuting this information to both the team and guests appropriately
    • Manage clear communication with Concierge Ambassadors on updates before and after each shift
    • Effectively listen to, understand, and clarify concerns raised by employees and guests
    • Create a work environment that supports innovation, creativity, and teamwork      

MINIMUM REQUIRED QUALIFICATIONS:

    • Minimum of 2 years of experience in a hospitality role (ideally hotel, restaurant, or retail capacity), preferred
    • Self-manage with plenty of initiative, team spirit and positivity
    • Tenacious with excellent follow-up
    • Thrives in a fast-paced work environment with multiple competing deadlines
    • Exceptional communication skills both written and verbal
    • Ability to multi-task and prioritize workload
    • Microsoft 365: Proficient in Word, Excel, and other digital programs.
    • Proven problem-solving and intrapersonal skills
    • Extremely strong organizational, project, and time management skills
    • Able to operate in a luxury environment where attention to detail and providing a superb guest experience is vital
    • Possess the ability to be creative, flexible, and think “outside the box”
    • High School diploma and three to five years of work experience, college degree, preferred.
    • Able to multi-task and maintain a good temperament during high-pressure situations
    • Able to push a bell cart or flatbed up to 35 pounds
    • Standing, walking & sitting up to 8 hours per day
    • Ability to climb stairs
    • Meets Caruso grooming standards
    • Working outdoors up to 8 hours a day
    • Equipment used: Phone system, computer equipment, radio, flatbed cart, strollers, wheelchair, umbrellas, stanchions, and signage
    • Must be flexible and willing to work different shifts as needed, including weekends, nights, and holidays
$23 - $24 an hour