Concierge

Job Title: Concierge AssociateDepartment:Operations / Customer Experience

Location:As assigned

Reports To:Store/Facility Manager or Operations Manager

Job Summary:The Concierge Associate is responsible for delivering exceptional customer service by welcoming visitors, assisting customers with inquiries, coordinating services, and ensuring a seamless customer experience. The role requires excellent communication, professionalism, and the ability to resolve customer concerns efficiently.

• Key Responsibilities:Greet and welcome customers, visitors, and guests in a warm and professional manner.
• Assist customers with information regarding products, services, store layout, and facilities.
• Address customer queries, complaints, and service requests promptly.
• Coordinate with internal teams to ensure timely resolution of customer issues.
• Manage customer appointments, reservations, or service requests where applicable.
• Maintain the reception/concierge desk in a clean and organized manner.
• Assist with lost and found items, visitor management, and customer feedback.
• Support special events, promotions, and customer engagement activities.
• Ensure compliance with company policies, safety standards, and operational procedures.
• Maintain accurate records and prepare daily reports as required.
• Qualifications:Graduate or Diploma in Hospitality, Hotel Management, Business Administration, or a related field.
• Prior experience in customer service, hospitality, retail, or concierge services is preferred.
• Freshers with excellent communication skills may also apply.
• Skills & Competencies:Excellent verbal and written communication skills.
• Strong customer service orientation.
• Professional appearance and positive attitude.
• Problem-solving and conflict-resolution skills.
• Ability to multitask and work in a fast-paced environment.
• Basic computer proficiency (MS Office and email).
• Good interpersonal and organizational skills.
• Working Conditions:Flexible to work in shifts, weekends, and public holidays as required.
• Ability to stand for extended periods.
• Customer-facing role requiring a high standard of professionalism.
• Key Performance Indicators (KPIs):Customer satisfaction score (CSAT)
• Response and resolution time for customer queries
• Customer feedback and service quality
• Adherence to SOPs and attendance
• Team collaboration and professionalism