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Concierge Supervisor

Please Note: The application deadline for this job has now passed.

Job Introduction

We currently have an opportunity for a Concierge Supervisor to join our team. This is a great opportunity for a customer focused individual to join a world leading food and facilities management company, which can offer unrivalled opportunities for career progression.

Role Responsibility

  • Supervise and support all functions within the Business Support, Reception, Hospitality and Business Lounge across a shift pattern set out by Sodexo Management
  • Provide a welcoming experience to all staff or visitors to the building, that encompasses entering and exiting the building, answering and routing calls to appropriate staff and giving appropriate site health and safety inductions
  • Ensure the general office, business lounge and meeting room environments are clean and functional 
  • Manage hospitality orders, from receiving orders from customers to clearing down areas
  • Provision of stationary, mail, courier & portering services
  • Filling of coffee and snack vending machines; ensuring vending areas are clean and tidy and vending machines are cashed up.
  • Deal directly with facility users and resolve any issues efficiently delivering a consistently high level of customer service
  • Be a party to a flexible working “One Team” culture between areas and departments, taking initiative in colleagues absence from work area and covering others where required
  • To be professional, pleasant, friendly, courteous and helpful at all times whilst carrying out duties to the highest standard
  • Ensure compliance with all Company and Client policies and procedures, statutory regulations relating to your work place, this will include but not limited to fire; health and safety; hygiene; working safely; COSHH. Ensure the safety and security of company and client property by yourself and the concierge team
  • Report any incidents of accident, fire, theft, loss, damage, unfit food or other irregularities to line manager, taking appropriate action where possible
  • Report all complaints and compliments to line manager, taking action where practicable
  • Any other reasonable request by Sodexo management
 

The Ideal Candidate

Essential

  • Experience in supervising a team
  • Experience of dealing with customers/clients and the public face to face and on the phone
  • Good IT skills & excellent telephone manner
  • Experience of working in multi-tasking environment
  • Able to communicate on all levels, excellent customer care skills
  • Knowledge of H&S

Desirable

  • AV understanding
  • SIA Frontline license
  • Mailroom experience
  • Reception Experience
 

 

Package Description

Job Purpose

Diageo is a leading alcohol drinks company with a strong focus on celebrating life every day, everywhere.

To support the Soft Services Manager to deliver and administrate the IFM function that supports the delivery of ‘One Sodexo’ IFM services at 7HQ. To support Soft Services manager in the service delivery of site services and administration. Deliver a proactive service model to support the development of the contract across all services. Support the Management framework in delivering 100% compliance in Sodexo, Diageo and regulatory matters.

  • To be a proactive customer focused individual with an exceptional eye for detail and the ability to communicate and build relationships at all levels.
  • To be a forward thinker with a methodical approach, exceptional planning, and excellent organisational and communication skills.
  • Working with our customers, promoting and enhancing the workplace experience, delivering a safe and compliant working environment.
  • To assist in the delivery of first class soft service experience through attentive service
  • To liaise with external stakeholders and suppliers to ensure all tasks are carried out in accordance with site and customer requirements.

Accountabilities or “What you have to do”

  • To support the Soft Services Manager in delivery of an efficient and effective concierge team with a flexible approach that can support all aspects of the operational service delivery.
  • Responsible for service delivery for all aspects of Sodexo activity in the area, interaction with local customers to ensure high level of customer satisfaction and service delivery improvement initiatives. Follow up any

customer complaints

  • To support Soft Services Manager to implement site service or process improvement initiatives.
  • To support with administrative tasks and service checks within Soft Services.
  • Carry out accounting and administration tasks in accordance with Company policies and procedures and complete in line with the Sodexo Way compliance standards.
  • To liaise with clients ensuring that meetings and conferences are delivered to the highest possible specification.
  • Liaise with the kitchen and service delivery teams to ensure hospitality services are delivered in a timely manner.
  • To keep up to date with changes to the technology within the meeting rooms and to develop the concierge team so that they can provide front line support.
  • To be visible and build relationships with all levels of user.
  • To be customer facing and customer service focused
  • To support with coordinating meeting room, food and beverage bookings
  • To ensure continuous improvement of the service through innovative service improvements
  • To ensure the area is compliant to health and safety and food safety procedures.
  • To ensure that the area is compliant to environmental procedure.
  • To ensure that the site rules are enforced.
  • To report all faults and issues to the relevant service partner as directed by the Soft Services Manager
  • Support the Security Manager with cover for the reception desk when required.         
  • To ensure you  learn all other aspects of Soft Services departments and skills and support the departments in times of holiday and sickness
  • To ensure you are flexible in attending other roles relevant to business requirement.

 

 

Key Performance Indicators (KPIs) or “What it will look like when you are doing the job well”

  • Support the Soft Services Manager to achieve all KPI’s or associated action plans for any ambers / reds.  
  • Support the Soft Services Manager to achieve Client and Customer satisfaction scores.
  • Support the Soft Services Manager to ensure internal compliance standards will be met and adhered to.
  • To deliver a consistent level of service within the company standards to the contract specification and agreed performance, qualitative and financial targets.
  • To support the Soft Service Manager to achieve a green safeguard audit.
  • Building users receive a quality 5 star experience
  • All faults, issues and concerns are addressed and resolved in a timely and efficient manner
  • Client and Customer satisfaction
  • Internal compliance standards will be met and adhered to
  • Compliance with all SLA’s

Knowledge, skills and experience

Essential

  • Knowledge and experience of Condeco
  • Excellent organisation and communication skills
  • Ability to work within tight deadlines
  • PC literate with experience in Microsoft office applications including outlook/word/excel
  • A highly customer focused individual with a ‘can do’ attitude
  • The role holder will have a confident manner and be competent  to support  customers
  • The role holder will be smart, presentable and have impeccable personal hygiene
  • Ability to multi task, work with others and be a good listener
  • Ability to prioritise and excellent interpersonal skills
  • Show attention to detail
  • Ability to work on own initiative and be reliable and trustworthy
  • Flexibility that is focused to delivering exceptional customer service
  • A hands on approach
  • A high level of customer services / host experience in prestigious environments
  • Previous experience of providing similar service bundles via a multi-skilled workforce to blue chip organisations or within prestige environments with a strong focus on customer service
  • Relevant training, qualifications and experience to deliver services in line with legislative and statutory requirements
  • Experience with focusing on individual customer requirements and care whilst meeting required service  levels
  • Awareness of the need to provide services in a sensitive manner such as not to affect any business, reputation or share value
  • Ability to handle feedback in a calm, structured and professional manner

Desirable

  • Previous experience in administration role
  • Experience working in a confidential environment
  • The role holder will have an understanding of the customer business operations for their area, and will understand the operating model of the Diageo business
  • The role holder will have a strong customer service background

Contextual or other information

This position will be a key part of a one team approach to providing a quality customer experience for the users of the office environment on site. The job description is designed to identify the specifics of the role it does not however limit the post holder to the specific tasks and responsibilities listed. The post holder is equally responsible for the satisfaction of the users and must therefore ensure that the standards are delivered. This will mean that you undertake activities outside of the job description to ensure that the overall service is maintained.

 

This job description is intended to give the post holder an appreciation of the role and the range of duties to be undertaken, It does not attempt to detail every activity and it may be changed from time to time to incorporate changing circumstances.  Specific tasks and objectives will be agreed with the post holder at regular intervals.

 

 

About the Company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.

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